Executive Interview : Jean-Marc Robillard From nGUVU On The Past Year And What To Expect In 2017
Jean-Marc Robillard, Marketing Manager with nGUVU in Canada takes the time to speak with ContactCenterWorld.com in this candid interview. Robillard touches on a number of subjects including agent attrition, employee experience to deploying new technology and how it's affecting the industry in 2017.
ContactCenterWorld: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Jean-Marc Robillard: I believe that agent attrition is still the greatest industry challenge.
ContactCenterWorld: Why do you believe has this been a challenge?
Jean-Marc Robillard: Gartner research has estimated that a lack of employee engagement and loyalty has cost the contact center industry $450 Billion in the U.S. alone in 2015. Turnover is still the universal issue. Teams need to not only be comprised of talented agents, those agents need to learn to work together, and that takes time and teamwork.
ContactCenterWorld: In 2017, 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 Directors
Jean-Marc Robillard: a) Effective scheduling and staffing.
b) Creating a value-based corporate culture and communicating it.
c) Moving to the Cloud.
d) Reducing turnover/attrition.
ContactCenterWorld: What technology do you believe will have the biggest impact on the industry over the next 12 months?
Jean-Marc Robillard: It's a tie, between chat bots and augmented-reality user interfaces.
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ContactCenterWorld: What impact have "external events" even had on your company, and how have you adapted your business?
Jean-Marc Robillard: We live in the age of a strong millennial workforce and fast-paced technologies. Adapting a traditional business model to the influx of "get-it-done" workers is a challenge, as corporate tools and strategies take time to adapt.
ContactCenterWorld: Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Jean-Marc Robillard: I believe the customer experience has improved with both the increased focus on training, as well as the advent of more convenient first-touch channels such as chat and text/sms.
ContactCenterWorld: What contact center technology or other innovation excites you the most right now?
Jean-Marc Robillard: I believe that Predictive Analytics (Artificial Intelligence, data analytics, machine learning, big data) is an area with huge growth potential. Early adopters such as Amazon have proven that the model works, and its application to customer service and employee engagement are in their infancy.
ContactCenterWorld: What has been the most important contact center related conversation topic in 2016 and what are your views on this?
Jean-Marc Robillard: The Customer Experience has been the prevailing theme of 2016, and for good reason: customers expect the same levels of service from the contact center industry they have become accustomed to with their personal devices and technologies.
ContactCenterWorld: What do you think will be the buzz word / focus for the contact center industry this year?
Jean-Marc Robillard: EX: Employee Experience.
ContactCenterWorld: Lastly, what do you think 2017 holds for the industry? (Good or bad and where/how etc.)
Jean-Marc Robillard: More positive news with fresh metrics and KPIs that focus on the customer effort, and an increase in new channel adoption rates.
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nGAGEMENT uses game mechanics, social media and interactive features, machine learning, and behavioral analytics to drive performance at the agent level. Our software motivates agents to achieve their objectives by immersing them in a fun game-like environment. The result is higher agent engagement, productivity, and satisfaction (and customer satisfaction by extension), as well as improved contact center agent recruitment, lower turnover, and a sense of community and collaboration among agents.
Published: Friday, January 27, 2017
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...