Skuli Skulason, Managing Director at Reykjavik Energy is wanting to make the customer experience "Effortless" in 2017. He sits down with ContactCenterWorld.com to discuss this past year and what to expect in 2017, including topics such as training, CRM and unified desktops.
ContactCenterWorld: In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Skuli Skulason: Making customer experience more effortless by implementing more streamlined self service and proactive responsiveness by the contact center about resolutions.
ContactCenterWorld: Why do you believe has this been a challenge?
Skuli Skulason: People don't want to spend valuable time getting results or have to follow up requests. They want to have an effortless experience.
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
Skuli Skulason: a) More automation.
b) Building customer experience oriented culture.
c) Building multi-channel platforms and unified overview for agents and managers in contact centers.
d) Decrease turnover in human capital and decrease training cost and training time.
ContactCenterWorld: What technology do you believe will have the biggest impact on the industry over the next 12 months?
Skuli Skulason: CRM.
ContactCenterWorld: What impact have "external events" even had on your company, and how have you adapted your business?
Skuli Skulason: The demand for outsourcing
ContactCenterWorld: Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Skuli Skulason: Worse because of impatience, more demand of specific knowledge and lack of training.
ContactCenterWorld: How do you intend to improve your contact center in 2017?
Skuli Skulason: Improved training, more automation of processes and better access to information through knowledge base.
ContactCenterWorld: What contact center technology or other innovation excites you the most right now?
Skuli Skulason: CRM and unified desktop built in CRM that collects all information about bills, communications and projects connected to each customer.
ContactCenterWorld: What has been the most important contact center related conversation topic in 2016 and what are your views on this?
Skuli Skulason: Efficiency, productivity and cost allocation to different value-streams in a shared service contact center.
ContactCenterWorld: What do you think will be the buzz word / focus for the contact center industry this year?
Skuli Skulason: Effortless experience.
ContactCenterWorld: Lastly, what do you think 2017 holds for the industry? (Good or bad and where/how etc.)
Skuli Skulason: I think it will be good because managers and top leaders are starting to understand that competitive advantage is based on service and customer experience.
Published: Thursday, January 12, 2017
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