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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."
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)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 universe of clients, including dealers, lenders, OEMs and consumers. From inventory and marketing to sales and service — through each stage of a car’s life — we’re connected to the process.
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."
"Some of the challenges faced are High Attrition Rate,Changing Geo-political Scenario,Increasing Client Expectations,Lower Employee Engagement,Tight Budgets and Client Attrition."
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)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 society as a whole. It is responsible for creating job opportunities for the youth of the country both directly as well as indirectly. Furthermore, Pizza Hut, during the course of its existence has gradually aided in the development of various local suppliers who as a requirement have to supply foodstuff equivalent in quality to the international food standards. In this regard our restaurant chain has proved to be a major contributor towards the progress of the Pakistani food industry as a whole by bringing it to a point where they can now look forward to supplying their items to other chains as well as the international market.
"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"
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)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 international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, and contact centers.
"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."
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)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 hire. We have one of the largest engineering teams delivering the full spectrum of IT services and solutions, from cloud to infrastructure, collaboration to contact center. Our customers rely on our thought leadership, responsiveness, and dedication to solving their toughest technology challenges.
"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."
eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help client... (read more)eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.
"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."
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)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 of our solution strategies are driven by the ‘voice of the customer’. Our stringent QA process ensures an ever-improving customer experience. We also gather critical business intelligence data from each customer interaction. And we do everything with the highest integrity and quality possible. These differences allow us to provide industry-leading service, stellar CSAT scores, and high performing sales and service solutions that enable our clients to increase revenue and delight their customers.
"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."
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)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 services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS employs more than 7,500 professionals across North America, Latin America, Europe and Asia.
"Attracting and retaining qualified employees - primarily among customer-facing staff but also supervisory/managerial employees and technical support staff. ."
"Recruitment working together with Training is the greatest challenge. Recruiting the right agents and Training agents in order to deliver effective service to customers."
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)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 management and provisioning, customer care, technical support, receivables management, and more. We offer clients a variety of multi-channel customer interaction capabilities including voice, chat, email, IVR and back-office support. Headquartered in Denver, Colorado, StarTek has delivery centers onshore, near shore, offshore and virtually through its StarTek@Home workforce.
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)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 consultant on market and product opportunities created by the maturing of speech technology. His experience in speech technology includes founding and running a speech recognition company. Meisel is co-organizer of the Mobile Voice Conference with the non-profit Applied Voice Input Output Society, where he serves as Executive Director.
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)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 and/or sales operations across all channels and specialize in Contact Centres.
We offer a number of services operating out of Toronto, Ontario Canada and we'd love to connect with you!
"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'"
"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."
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)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, digital and data.
With more than 3000 buyers in its home market, Australia, Matchboard has now also launched in the UK under the brand, AboutMatch.
Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts
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.
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
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