Executive Interview : How Do You Intend To Improve Your Contact Center In 2016?
ContactCenterWorld.com asked contact center industry Executives from around the world about what they intend to improve in their center in the coming year. The answers vary in terms of focus but perhaps you might be focusing on some of the same things as well.
"I am a great believer of W. Edwards Deming’s quote "In God we trust, rest everyone bring data" and in today’s data driven world we can only experience the bliss of better and improved performance by utilizing the data and devising data driven approaches."
|- Sunil Kappal, Manager Process Excellence, R Systems, India|
"Engage and empower the people and ask them empowering questions in order to improve the business. Leaders must act with the Team. The answer is always with them."
|- Yunus Mucaz, Freelance Management Consultant, Sigorta Ofisi, Turkey|
"Redefine the KPI's to focus on the customer experience."
|- Niels Kjellerup, Manager, Resource International, Australia|
"We will measure our success based upon the impact that we have effectively empowered CSR’s to improve the experience of their customers."
|- Andrew Shockney, Founder, What Box Consulting Group, United States|
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"We will improve by reducing effort for our employees and customer while improving their experiences. Both employees and customers will be part of a strategic engagement of reducing effort."
|- Sandy Morrison, Director of Customer Experience, Whirlpool Customer eXperience Center, United States|
"Engage staff more by forums."
|- Zaneta Reed, Group Client Services Director, National Tyre Service Limited, United Kingdom|
"Coach from the top down."
|- Lee Pemberton, Vice President, Inspired Performance Solutions, United States|
Today's Tip of the Day - Environmental Considerations
Published: Wednesday, February 10, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|Blake and Associates|
Specializing in Inbound and Outbound services, telecommunications and customer service.
|Hinduja Global Solutions Ltd.|
A company from the Hinduja Group, Hinduja Global Solutions is a Bangalore- headquartered BPO Business Services company providing end to end consumer focused services and industry solutions. HGS has 24...
|Wipro BPO Solution Ltd.|
Wipro Technologies is the global IT services business of Wipro Limited. Wipro delivers technology solutions to 18 countries, across four continents.