Executive Interview : Contact Center Conversation Topics in 2018
We asked Executives, "what has been the most important contact center related conversation topic in 2018 (last year) and what are your views on this?
|"A recurring theme that we saw from our clients in 2018 was the enhanced role of the contact center in the overall business strategy. Companies are realizing the importance of contact centers as being key differentiators for them in the market. Therefore, contact center operations are viewed with heightened importance as companies look to design their future business strategies based on insights and actionable data garnered from their contact center operations." < br > < br > - Shirley Hung, Vice President, Everest Group, United States|
|"The importance of Omni channel in order to have a 360 degree view on the customer interaction points in order to understand the customer's journey and improve it." < br > < br > - Amer Moussa, Contact Center Manager, DMCC, United Arab Emirates|
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|"Be it 2018 or 2019, clients ask: "Do you know our industry. Understand our business?" That’s always the conversation—year in, year out. And yes, clients expect you to have contact center operations down cold. That’s why they contacted your company in the first place. What they want to hear—and see—is how your expertise relates to, and will elevate, their customer-care operations. Topics change, but that’s the truth of it." < br > < br > - Kimber Houlne, CEO, Working Solutions, United States|
|"Female employee safety. < br > A company must be more considerate towards the female employee by securing them during the office hours and also by taking care of there working hours." < br > < br > - Minnat Hashmi, Director, iTech Solutions, India|
|"The most important contact center conversation topic in 2018 was about the possible transformation of our industry due to Artificial Intelligence applications. My view is that we will see a transformation of our industry similar to the one we've seen in the US in the Agriculture industry over the last 50 years. Although it will not take as long to develop and become implemented it will still be a much longer horizon than many are predicting." < br > < br > - Andrew Shockney, President, What Box Consulting Group, United States|
|"The most important conversation has been artificial intelligence. My view on this subject is that there is a great room for developing new added value services." < br > < br > - Rodrigo Borgia, CEO, Gamifica, Argentina|
|"2018 was similar to 2017 in the sense that the hot topics are the two As - Automation and Analytics. In Australia, 2018 was remarkable for the growth in large companies using home agents, making workforce flexibility central to their Employer Value Proposition." < br > < br > - Sharon Melamed, Managing Director, Matchboard, Australia|
|"Attrition. Yes, its an on going challenge but yet again in 2018 saw this as a divine issue where regardless the training, coaching and incentives provided, the attrition rate still never fails to keep increasing. < br > I sense that motivation for people changes as rapidly as technology changes. While we may be able to keep up with technology, how can we keep up with human motivational levels? I have no views on this as yet, but acknowledge its a growing critical problem which needs more in-depth research and study to understand how to manage it. Until then, contact centres will still have this as a conversation topic of interest." < br > < br > - Irine Lopez, Director, ILO Simple Solutions Sdn Bhd, Malaysia|
|"The role of AI in the contact center. My view is that customers are more ready for it than brands, and that there is perhaps even more potential impact coming from agent enhancing AI than customer-facing deployments like chatbots." < br > < br > - Jeff Epstein, VP Product Marketing and Communications, Comm100 Network Corporation, Canada|
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