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Executive Interview : Executives Speak on the Greatest Challenges of the Contact Center Industry in 2018

Executives share their view on what they feel has been the greatest challenge the contact center industry has faced in the last 12 months

Tom Sultenfuss
United States

"Continued cost pressures coupled with very low employment."

About ContactWorks

ContactWorks offers a complete range of flexible, scalable and competitive call center and customer contact services and consultations. Engagements include technical support (level 1, level 2 and help... (read more)
Kim Houlne
Working Solutions
United States

"With record low unemployment in the United States, and companies hungry for help, finding agents in the contact center industry has posed a greater problem than normal. That’s especially true for brick-and-mortar call centers, with a limited hiring radius of 20 to 30 miles. In such circumstances, the talent pool is only so wide and deep. An on-demand, virtual operation, however, broadens the possibilities, with access to skilled agents nationwide."

About Working Solutions

Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand assoc... (read more)
Amer Moussa
Contact Center Manager
United Arab Emirates

"Motivating and retaining the team"

About DMCC

DMCC – Dubai Multi Commodity Centre is the centre of global trade. The world’s most interconnected Free Zone, the enterprise hub for commodities trade in Dubai, and the master developer of the Jumeira... (read more)
Minnat Hashmi
iTech Solutions

"Seriousness about the career in youngsters these days has decreased which intern is affecting the business resulting in the shutdown of the companies."

About iTech Solutions

IP Telephony and Contact Center Solutions
Dan Somers
Warwick Analytics
United Kingdom

"In 2018 there was a genuine shift from ‘customer services’ (cost-focused) to ‘customer experience’ (outcome-focused). There’s still a long way to go, but even BPOs and contact centre outsourcers are now pushing this even though it cannibalises their existing business. The understanding and correlation between CSat and profits also matured during 2018. Most CSat is independent and focused on home-grown KPIs rather than data driven churn predictors but this is shifting for the better."

About Warwick Analytics

Powerful, accurate, rapid and tunable machine learning for tagging conversations within contact centers. Used for accurate insight and automation as well as for supervising chatbots.
Jaykumar Sathyanarayan
Senior Executive

"Nothing major"

Irine Lopez
Chief Revenue Officer
Softsolvers Sdn Bhd

"To keep things simple. With the speed in which technology is consuming the world, coupled with the common lifestyles becoming more complicated, I guess people in general want simple and fast communication. The challenge for contact centre industry is the struggle to keep up to that demand."

About Softsolvers Sdn Bhd

SoftSolvers offer business applications to make medium to large corporations more productive by automating their operations using Internet and mobile technologies. We champion smoother digital transfo... (read more)
Shirley Hung
Vice President
Everest Group
United States

"We believe that the greatest challenge that companies have witnessed around their contact center operations in the last 12-18 months has been around digital transformation. Digital levers can support contact centers to capture customers’ attention and create market differentiation while simultaneously saving on costs."

About Everest Group

Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing... (read more)
Andrew Shockney
What Box Consulting Group
United States

"As an industry, there has been considerable pressure put onto staffing strategies. The ability to identify, recruit, and retain the right talent to achieve your business objectives has been put to the test in ways we haven't ever seen as an industry."

Sherif Abd El Ghany
Call Center Operation Manager
al Hilal Bank

"Automation while ensuring human touch. Profitability with efficient customer experience."

About al Hilal Bank

Al Hilal Bank is an stron Islamic Bank and has recieved Best Retail Bank Award on 2010
Arijit Chatterji
Chief Business Officer

"With the pervasive technology and myriads of channel, customer experience is getting redefined and contact center industry has to tackle two different dimensions - technology and culture."

About C-Zentrix

C-Zentrix is a complete Omnichannel Customer Experience solution which provides all customer touchpoints (Telephony, Chat, Bot, Social Media, Video call and SMS) and integrates with our Helpdesk CRM o... (read more)

Today's Tip of the Day - A Day In The Life Of Your Callers

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

Published: Friday, March 29, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

About us - in 60 seconds!

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