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Executive Interview : Contact Center Industry Executives Look Back at 2017 & The Challenges We Faced

We asked members about the past year and their thoughts about the new year. This question was: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?

Read what some of them told us!

Kayla Arp
Sr. Manager - Client Operations - Autotrader and Kelley Blue Book
Cox Automotive
United States

"I have found that many organizations including my own are struggling with the balance between contact center efficiency and professionalism vs. authentic and more casual interactions."

About Cox Automotive

Cox Automotive is the only company in the world that offers a complete set of solutions for the automotive dealer. We go further to connect pillars of our industry to drive results for our full univer... (read more)

Ben Juson
Managing Director
A78 Solutions
Philippines

"I believe it's the view that AI technology that will slowly replace basic contact center functions and particularly small-medium-sized call center firms are having a hard time to come up with innovative technology driven solutions or simply how to adapt various technological advancements in their services."

Wasif Balouch Ashrafi
Senior General Manager Contact Center
Pizza Hut Pakistan
Pakistan

"Some of the challenges faced are High Attrition Rate,Changing Geo-political Scenario,Increasing Client Expectations,Lower Employee Engagement,Tight Budgets and Client Attrition."

About Pizza Hut Pakistan

The first Pizza Hut restaurant in Pakistan was opened in December 1993 and took the culinary scene by surprise. From that time onwards, the brand has contributed heavily towards the development of the... (read more)

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2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

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Content continues ….

Stephen Mak
Assistant Sales Manager
HKT
Hong Kong

"With the explosion of smart phone and smart gadget, contact center is facing great challenge in keeping pace with the new communication and promotion tools to catch the attention of new generation of customers. Contact center also need to digitalize all the customer and market information in order to have an efficient management of data utilization for further business development"

About HKT

HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and... (read more)

John Irey
Principal Consultant
Mindsight
United States

"Rising customer expectations was the largest challenge of 2017. The modern consumer expects companies to meet them on the channels of communication they already use. Companies need to support social media, chat, voice, SMS, and more channels in an effort to meet expectations. At the same time, each channel needs to maintain an exceptional service level. For small, medium, and enterprise companies alike, this proves to be a continuing challenge."

About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would... (read more)

Anand Subramaniam
SVP Marketing
eGain Corporation
United States

"The biggest challenge that enterprise contact centers faced in 2017 was the decline in the quality of customer experience (CX) they were delivering. According to Forrester’s Annual CX Index Study, the number of scores in the "excellent" category in CX quality fell to ZERO, and twice as many brand scores fell as rose. Moreover, losses in CX performance were bigger than gains."

About eGain Corporation

eGain customer engagement platform automates digital-first, omnichannel experiences across all touch points. Powered by AI, machine learning, knowledge, and analytics, our top-rated software optimizes... (read more)

Jim Iyoob
Chief Customer Officer
Etech Global Services
United States

"Utilizing Artificial Intelligence as a tool for the quality monitoring of customer interactions. AI-derived knowledge from all your calls combined with a human touch will push the success of your customer interaction. Some of the biggest advantages of artificial intelligence that call centers can benefit from are speech analysis, predictive analytics and optimization of current contact center approach. Artificial Intelligence is the next step to managing your call center, and maintaining the level of success that your customers have come to expect. We believe that as early adopters continue honing AI applications with Human Intelligence, call monitoring will become more widely applied."

About Etech Global Services

Etech Global Services is a provider of intelligent sales and service solutions utilizing inbound and outbound voice and web chat. We understand the importance of customer relationships. That’s why all... (read more)

Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"Keeping up with the technology trends and trying to find what is in it for me or my company."

Michael Mills
Senior Vice President, Global Sales Contact Center
CGS
United States

"The contact center industry is growing rapidly across the globe, producing opportunities but also challenges. The client needs and demands have changed dramatically over the past 12 months, specifically around globalization capabilities. Companies are looking to contact centers for global, multi-language support at a competitive price."

About CGS

For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s... (read more)

Dick Bucci
Communications - Consultant
Pelorus Associates
United States

"Attracting and retaining qualified employees - primarily among customer-facing staff but also supervisory/managerial employees and technical support staff.
."

About Pelorus Associates

The company's primary focus is on the contact center and public safety communications sectors.

Jean Michel Cateaux
Manager - Process Excellence
STARTEK South Africa
South Africa

"Recruitment working together with Training is the greatest challenge. Recruiting the right agents and Training agents in order to deliver effective service to customers."

About STARTEK South Africa

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)

William Meisel
President
TMA Associates
United States

"Frustration with overly structured automated systems or long agent wait times at a time when the publicity over AI suggests this isn't necessary."

About TMA Associates

Bill Meisel, Ph.D., president, TMA Associates is publisher and editor of Speech Strategy News (a paid-subscription monthly newsletter launched in 1993), author of the Meisel-on-Mobile blog, and a cons... (read more)

Eli Federman
Founder and Lead Consultant
Customer Service Simplified
Canada

"Dealing with all of the variables now facing Contact Centres and primarily the Omnichannel."

About Customer Service Simplified

We are a collaborative consulting practice focused on helping small to mid size companies simplify and distinguish their customer experience. We primarily help our clients optimize their service a... (read more)

Esther Dokuwaa Ofosuhene
Managing Consultant
REAM Customer Experience Consultancy
Ghana

"Digitalization"

About REAM Customer Experience Consultancy

We are a CX boutique consultancy providing service quality management and customer experience consultancy and training to individuals, small and medium businesses as well as large institutions and org... (read more)

Derek Finch
Australia

"The transition to self service continues unabated with AI and chat bots increasingly providing customers with on line solutions. However, it is often used as a cost saver rather than a customer solution and contact centres are still wrestling with 'best practice'"

Sharon Melamed
Managing Director
Matchboard
Australia

"2017 was a year of reckoning for the contact centre industry, as the impact of automation started to be felt deeply. Technology has caused many in the industry to rethink their skill-sets to adapt to the brave new world of customer service."

About Matchboard

Founded in 2012, Matchboard is an independent matching service which uses matching algorithms to match buyers and suppliers of contact center solutions - such as outsourcing, technology, consulting, d... (read more)

Read today's tip or listen to it on podcast.

Published: Monday, January 29, 2018

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2021 Buyers Guide
Get Listed
Recording

1.)

ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.)

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

https://callcenterstudio.com/

3.)

Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.)

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.)

Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.)

Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.)

OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.)	PCS Software PCS GD Call recording solution fully integrate to all main pbx solutions.

9.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.