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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)
 
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 solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help client... (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"

 

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)
 

Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

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

Published: Monday, January 29, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automated Call Distributors

 
1.) 
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.
PH: +1 512-872-7565
 
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