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Executive Interview : Skuli Skulason From Reykjavik Energy On The Past Year And What To Expect In 2017

#contactcenterworld

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.

#contactcenterworld


Today's Tip of the Day - Assessing The Proposal

Read today's tip or listen to it on podcast.

Published: Thursday, January 12, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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