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!
|"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?" < br > < br > - Sharon Melamed, Managing Director, Matchboard, Australia|
|"AI and face to face chat, it is definitely going to be huge. It is only wise to be binding with actual human touch and not too robotics, we must find the right balance." < br > < br > - Jacque Lim, Head of Assistance and Medical Services Singapore, International SOS, Singapore|
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|"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." < br > < br > - Stephen Mak, Assistant Sales Manager, HKT, Hong Kong|
|"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." < br > < br > - John Irey, Principal Consultant, Mindsight, United States|
|"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." < br > < br > - Jim Iyoob, Chief Customer Officer, Etech Global Services, United States|
|"Growing the business. Expansion is good for Staff Morale." < br > < br > - Jean Michel Cateaux, Manager - Process Excellence, Aegis South Africa, South Africa|
|"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." < br > < br > - William Meisel, President, TMA Associates, United States|
|"EQ. Getting your staff engaged and committed and enthused to come to work." < br > < br > - Derek Finch, Senior Consultant, Self employed, Australia|
|"Omnichannel, for the reasons I talked about above." < br > < br > - Eli Federman, Founder and Lead Consultant, Customer Service Simplified, Canada|
|"The Chatbot" < br > < br > - Esther Dokuwaa Ofosuhene, Head, Customer Experience, Vodafone Ghana, Ghana|
|"Customer Experience Management" < br > < br > - Dick Bucci, Communications - Consultant, Pelorus Associates, United States|
|"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." < br > < br > - Michael Mills, Senior Vice President, Global Sales Contact Center, CGS, United States|
Today's Tip of the Day - Learn Through Bad Experience
Published: Tuesday, January 30, 2018
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