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Executive Interview : Executives Discuss Improving Their Contact Centers In the Coming Year
Want to hear from the Top? ContactCenterWorld.com asked some of its top level executives about their goals in the coming year and specifically asked them how they plan to improve their contact center in 2015?
"Focusing on capital expenditures that add value and help the overall customer experience and enhance loyalty to the products and services. It could be a disruptive technology or it could be something as simple as a redesigned IVR (Integrated Voice Response) that helps the customer not what's convenient and cheap for the organization. Invest in top talent and service providers that help the brand. Create a unique work place culture by leveraging best practices from other organizations."
|- Mohan Nair, Project Manager, Nair Consulting Group, Canada|
"For us, it is all about continuous improvement and forward innovation."
|- Hui Wu-Curtis, Director, Business Results - Shared Services, Choice Hotels International, United States|
"We intend to improve our contact center by hiring sufficient staff to reduce our incoming call standard to picking up by the third ring with no hold time."
|- Christopher DeVany, President, Pinnacle Performance Improvement Worldwide, United States|
"Quality of service delivery & cost containment."
|- Parshon Murangamwa, Head Contact Centres, Econet Wireless, Zimbabwe|
"Better measurement of all things in our operation. Better understanding of the metrics behind C Sat (Customer Satisfaction) and Operations. Better employee engagement."
|- Neal Topf, President, Callzilla, United States|
Today's Tip of the Day - Power Hour
Published: Friday, February 6, 2015