Executive Interview : GOLD Award winners - Interview With Cassidy Klundt from Sitel US
Cassidy Klundt of SITEL U.S.A. won the Top Ranking Performers Award for Best Executive/Director in the Americas in 2015. He spent some time with ContactCenterWorld.com and shares his insights about the award and the conference he attended in Orlando.
Can you tell us about the company you work for, the center you work in and your role?
I work for SITEL, which is a leading Global BPO that services a multitude of clients across the globe consisting of 61,000 employees and operating in over 20 countries. I am the Site Director for the Las Vegas, Nevada location which is the biggest site in North America with over 1,000 employees. In my role I have the privilege of directing the performance and developing managers to lead our incredible employees in performing at a high level of service for top clients in several industries. I see my role as having three key areas of focus 1) People First 2) Client Focus 3) Financial performance.
Which Top Ranking Performer Award did you enter and why did you choose it/them in the first place?
Best Director/Executive of the year. I was nominated internally within SITEL given my track record of performance and ability to put together high performing teams' and call centers.
You won one GOLD medal - how do you feel about being a champion?
It's an incredible feeling to have won the award as it represents so many brilliant minds in our field of work. The competition was fierce and I was honored to be in the same category as other incredible leaders in our industry. I think it's also important to point out that the business of call centers doesn't always get the best or most prestigious reputation in business, and yet carries with it, some of the highest pressures to perform and understand business across all disciplines (HR, Staffing, Finance, Operations, Marketing). So it's a true honor to be considered the best in the Americas in that respect.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
It's truly an honor to be crowned #1. Executive/Director of the year carries with it a tremendous amount of implication behind the work it takes to get to this level. Furthermore to represent the U.S. and the best BPO company out there, SITEL, I can't even begin to express how humbling that is, considering many of my peers could have done an incredible job at this event.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
SITEL understands its competitive advantage in the market place hands down, but also recognizes that without best practice sharing and a constant desire to evolve and find betters ways to do business we wouldn't be the company that we are today. It's a "no-brainer" for SITEL to have invested in my trip to this event.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
Don't hesitate to jump into these awards/events; it's a sure fire way to gain best practices, excellent experience and exposure, and with a little time investment you'll be better for it.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters - imagine you are writing a paragraph to encourage others to attend the entire event!
The ideas from all the presenters were very valuable as with each new presenter came new ideas and 'nugget's' of information and practices that can be utilized in the everyday call center operation. Having a multitude of disciplines at the event further carried this value, by having client services, marketing, HR, and several roles within a call center organization it was a great mix of ideas and best practices. Highlighting many angles and roles within our organization kept it highly engaging and enlightening throughout.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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About Sitel US:
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world wide provider of outsourced customer care innovation. With 30 years of industry experience, Sitel’s 61,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, near shore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages.
Published: Monday, April 11, 2016