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Executive Interview : Contact Center Industry Executives On The Most Important Contact Center Related Conversation in 2017
We asked members about the past year and their thoughts about the new year. This question was:
In your opinion, what has been the most important contact center related conversation topic in 2017
Read what some of them told us!
Assistant Sales Manager
"The most heated topic for contact center in 2017 for me is Omni Channel. I believe revenue is based on good customer services. Providing a seamless communication experience to customer is always the main aspect in improving the quality of service. And thus, my company values Omni-channel customer experience in designing our promotions media and internal communication systems to ensure customer can have seamless shopping experience from non-voice channels to voice channels."
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)
"The most important topic in the industry right now is the cloud. As customers with on-premise solutions approach refresh and upgrade dates, it’s time they consider a viable cloud solution. Cloud can offer these companies more out of the box functionality, a better omnichannel approach, and a more predictable pricing model."
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)
Chief Customer Officer
Etech Global Services
"How to best utilize AI within a center. I believe it is key to find the balance between AI integration and the human touch of customer relations. With this model, the scope of AI in the coming decade will be huge. Big enterprises are already routing towards it. But this will not undermine the role of humans. The secret to success is the AI + People; that’s the difference – NO AI platform can replace the human part of the equation."
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)
Aspire Lifestyles is a global provider in B2B benefit solutions and concierge services. Our wide range of custom-built programs is designed to anticipate the needs of our client’s most valued custome... (read more)
Senior Vice President, Global Sales Contact Center
"Everyone is talking about AI and robotic automation, but we need to take a step back and ask how these emerging technologies will actually work within the existing contact center environment. It’s important for contact centers to be aware of these new technologies, but 2018 isn’t the year we are going to see large-scale deployment. This is the year that we should focus on understanding how our existing technology can work with these new innovations and what new skill sets are required to handle these technologies."
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)
The company's primary focus is on the contact center and public safety communications sectors.
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)
"Customers are willing to self-serve and will go to web sites before calling or chatting with a contact center agent. Contact centers must adapt to this change by realizing that a calls to a contact center will increasingly be topics not simply addressed by Frequently Asked Questions."
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)
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)
"EQ. Getting your staff engaged and committed and enthused to come to work."
"I love the angle of: how can we redeploy our contact centre agents (displaced by self-service) to proactive customer engagement activity? So the conversation shifts from making people redundant to how can we redeploy these people to create value, grow revenue and keep our customers loyal?"
Today's Tip of the Day - Feasibility Of An IP Contact Center
Published: Tuesday, January 30, 2018
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