Executive Interview : Giannis Tsitsanis, Contact Center - Training & Quality Manager, First Data Hellas on 2013/2014
We caught up with Giannis for our annual 1to1 update - a look back at the industry in 2013 and looking ahead to 2014
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
COST CUTTING by eliminating free time slots, at least in this country
Why do you believe has this been a challenge?
Because you ask more and more from less and less
In 2013, what do you think will be the top priorities in the contact center industry for each of the following
a) Contact Center Directors
have a vision (clear and concise) and being able to impart it to the lower hierarchy levels
b) Company Executives
to quickly adapt and adopt this vision and make it a practice
c) IT Directors
to setup the proper (state of the art) infrastructure that is conducing to cost cutting without deductions in quality of service offerred
d) Human Resources Directors
to hire the right candidates based on the changing business needs
What technology do you believe will have the biggest impact on the industry over the next 12 months?
What impact have "external events" even had on your company, and how have you adapted your business?
economic crisis made many companies in greece to rethink their operational model, whether or not they mplemented it in the right direction needs to be proved within 2014
How do you intend to improve your contact center in 2014?
reengineering processes to impove efficiency
What contact center technology or other innovation excites you the most as an Executive in the contact center industry?
FCR implemented through IVR (provided that the results are crosschecked through outbound campaigns)
What do you think will be the buzz word / focus for the contact center industry this year?
Lastly, what do you think 2014 holds for the industry?
a better industry, or at least as it was the previous years...
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Published: Wednesday, January 29, 2014