Mohan Nair, Project Manager with Nair Consulting Group in Canada, has many of the same issues on his mind to start 2017 as we've heard from many other contact center industry professionals. How to keep costs down and productivity high? How to best manage new technology with an ever-changing workforce? He tells us more in this interview with ContactCenterWorld.com
ContactCenterWorld: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Mohan Nair: The cost pressures and the continuing efforts to retain quality staff within the front lines of the contact center with compelling work life balance programs including a competitive salary structure.
ContactCenterWorld: Why do you believe has this been a challenge?
Mohan Nair: Organizations are always under cost pressures and the change within the labor landscape with Millennials has posed a constant challenge for contact center executives.
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
Mohan Nair: a) Training and Development of middle management level staff.
b) New Business and nurturing/retaining existing customers.
c) Investment in cutting edge technology and outsourcing tasks to other contractors.
d) Recruiting top talent with a focus on retention, training and development for future leaders.
ContactCenterWorld: What technology do you believe will have the biggest impact on the industry over the next 12 months?
Mohan Nair: Cloud computing technology, off premise type hosting and cybersecurity tools.
ContactCenterWorld: What impact have "external events" even had on your company, and how have you adapted your business?
Mohan Nair: Leveraging with outsourcers our value proposition, disaster recovery planning and testing these periodically with our teams to ensure we remain vigilant to outside threats and cybersecurity attacks on our core systems.
ContactCenterWorld: Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Mohan Nair: It has been getting better and more effective with enhanced communication and technical skills even with local and offshore customer service teams. I am pleased with their responses to my issues. Level 1 and Level 2 agents diagnose and prescribe solutions instead of putting me online.
ContactCenterWorld: How do you intend to improve your contact center in 2017?
Mohan Nair: Training and Development of our staff, retain and reward high performing staff and lastly invest in technology that will enhance the overall customer experience.
ContactCenterWorld: What contact center technology or other innovation excites you the most right now?
Mohan Nair: At home strategies are being explored within our organization. Machine language and intuitive WFM solutions that provide the optimal resourcing solutions.
ContactCenterWorld: What has been the most important contact center related conversation topic in 2016 and what are your views on this?
Mohan Nair: Cybersecurity threats and cloud computing.
ContactCenterWorld: Can you share a great story of service you received when contacting a contact center in the past year?
Mohan Nair: I had a pleasant experience in resolving my password with a service provider and they remotely logged into my computer while at the same time providing me with updates on their progress. They followed up the next day to ensure that my computer was working and had no issues. I was not expecting this, but it was nice to know they cared about me as a customer.
ContactCenterWorld: What do you think will be the buzz word / focus for the contact center industry this year?
Mohan Nair: Increase sales and customer loyalty through innovative programs.
ContactCenterWorld: Regarding the change in governments in places like the US and the Philippines - do you see this is good or bad for the contact center industry in those countries and why?
Mohan Nair: I am not sure at this point, but thus far, that has not been a degradation of our service levels nor the commitment of our service partners.
ContactCenterWorld: Lastly, what do you think 2017 holds for the industry? (Good or bad and where/how etc.)
Mohan Nair: I think 2017 will be the year of breakthroughs in terms of combining technology and resources to provide unique customer experience moments for customers.
Published: Wednesday, January 18, 2017
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