Executive Interview : Interview With Brian Hudson From Performance Telecom
Brian Hudson From Performance Telecom has an interesting take on what is currently happening within the contact centre industry in the U.K. ContactCentreworld.com recently spent some time with Hudson and he reveals what he thinks are some important items to think about in 2016.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
In the UK, I think it's the mess of the non-geographic numbering system requiring a number change (yet again) on mass.
Why do you believe has this been a challenge?
Lots of confusion (more than there was previously), loads of extra work, confusion for consumers and a green light for telecoms networks to rip consumers off with 'access charges' and call centres taking the heat for it from consumers!
In 2016, what do you think will be the top priorities in the contact center industry for each of the following: a) Contact Center Directors b) Company Executives c) IT Directors d) Human Resources
A) Keeping up with the continually evolving methods of customer contact.
B) Providing sufficient funding to stay on top of compliance and give staff half a chance to meet customer expectations.
C) Implementing technology required to stay compliant.
D) growing opportunities making it difficult to hold on to staff unless their business is creating new internal opportunities.
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?
The Ofcom number changes are eating up enormous amounts of resources and we have had to fundamentally change our revenue model.
Can you share a great story of service you received when contacting a contact center in the past year?
Admiral Insurance were VERY impressive as an example of a well oiled machine when I bought home contents insurance from them a few months ago.
What do you think will be the buzz word/focus for the contact center industry this year?
Handle time efficiency.
Lastly, what do you think 2016 holds for the industry?
I think contact centres will feel the pressure increasing in the regulatory areas.
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About Performance Telecom:
Performance Telecom provide bleeding edge hosted call centre technology, providing detailed operational insight across single or disparate operational sites. Our facilities are designed to provide control of call distribution, the flow of an active call and the interaction between caller and agent and then the distribution of information detailed analytics which not only deliver remarkable operational insight but also understanding of the customer experience at individual caller level, delivered in such a way as to encourage and reward agent engagement in every call.
Published: Wednesday, January 27, 2016
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