Neal Topf, President of Callzilla, speaks with ContactCenterWorld.com about the outsourcing picture following the change in the Filipino and U.S. elections and what that holds for the industry. Topf also touches on why finding and retaining the right people in your contact center continues to be the industry's greatest challenge in the following interview.
ContactCenterWorld: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Neal Topf: The greatest challenge without a doubt is recruiting, hiring, training and retaining talent across the contact center. Hands down, it's the hardest and most critical challenge we face because it directly impacts customer experience and customer satisfaction.
ContactCenterWorld: Why do you believe has this been a challenge?
Neal Topf: Contact centers do a poor job of creating a career path for our employees. We do a poor job of defining our objectives, explaining why they are important, creating a path to achieve these, and compensating around these objectives to incentivize the right behaviors.
ContactCenterWorld: What technology do you believe will have the biggest impact on the industry over the next 12 months?
Neal Topf: Automation, Chatbots, self-service, migration to social media from traditional communication channels.
ContactCenterWorld: Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Neal Topf: As mediocre as ever.
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Callzilla is an customer experience-focused contact center boasting high quality omni-channel, customer-centric solutions, in both English and Spanish.
Published: Monday, January 30, 2017
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