Executive Interview : Past, Present & Future - Interview With Anita Ridgell from CMD
In an ever evolving industry you get the feeling that 2016 is going to be pivotal in terms of the next wave of contact centers and customer experience. ContactCenterWorld.com spent some time with Anita Ridgell from CMD to discuss the recent past, present and immediate future of the contact center industry.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Keeping up with technology - one of my responsibilities is the telephony side of things here and it has been very challenging making sure it all stays working the way it was intended to.
Why do you believe has this been a challenge?
The phones that run a call center are not as simple as they were way back when - they are now so intertwined with the internet and the networks they are associated with and require constant attention with technology changes and improvements.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
I am not sure what new technology is on the horizon, but whatever it is, I hope it makes our jobs easier to accomplish.
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What impact have "external events" even had on your company, and how have you adapted your business?
Well, in this age, we think alot more about security. Security of all the data we capture thru our multitude and different types of contacts and for the workplace in general.
Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Better. For example, calling my mobile carrier, there is never a wait time and the representative reminded me I could pay my bill online and when I told her I wasn't near a computer she reminded me I can go online using my phone. You can't get any better than that.
What do you think will be the buzz word/focus for the contact center industry this year?
I know for me and the center I work at my focus will be "quality." Quality not just within the call, although as Quality Assurance Manager, we definitely have a focus on our calls but also the quality of the work we do as a team. So if we can find ways to improve and streamline some of our processes and procedures, I think we can improve quality overall.
Lastly, what do you think 2016 holds for the industry?
I would hope 2016 brings even more improvements, for example I am still looking to find a y-cord to use with a headset that connects via a USB port so that 2 reps can work together from a training perspective, one talking and the other just listening. I have not been able to find this tool to use.
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