Executive Interview : State of the Industry - Interview With Verena Wissel from ASC telecom AG
ContactCenterWorld.com is off to Germany and a visit with Verena Wissel from ASC telecom AG. Our air in this interview series is to touch all corners of the earth and give our members a real sense of what's happening in the industry in all part of the world.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
The contact center industry continues to adapt to the complexity and ongoing transformation of media channels used by a wide variety of customers. Customers expect contact centers to handle their communications in a seamless manner, regardless of the media they use, and failure to do so will cause them to try someone else.
Why do you believe has this been a challenge?
An inflexible, non-scalable infrastructure reduces the ability of contact centers to adapt. The reliance on standard hardware or software needs to be jettisoned in favor of Software as a Service or via the Cloud to prevent obsolescence and offer only the functionality required with an ongoing technological refresh.
In 2015, 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
a) CC Directors: process improvement, first-call resolution
b) Execs: enterprise-wide decision making
c) IT: workforce optimization
d) HR: workforce management
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Workforce optimization turns contact centers into gold mines. It takes raw information and transforms it into valuable data to drive enterprise-wide, real-time decision making. Workforce optimization encompasses speech analytics, eCoaching, workforce management, quality monitoring and communications recording.
Speech analytics helps high-volume contact centers with an otherwise unmanageable number of conversations to concentrate on the most relevant or critical ones for evaluation. eCoaching provides customized instruction for an agent’s weakest link, and as that changes, it creates an ongoing loop of learning. Workforce management assigns the right agent to the right call at the right time.
What impact have "external events" even had on your company, and how have you adapted your business?
The increasing prominence of the Cloud has forced us to adapt our portfolio by making all our solutions available via the Cloud. By doing so, we have empowered our customers to use only the functionality they require without any risk of obsolescence and a permanent technology refresh.
What has been the most important contact center related conversation topic last year and what are your views on this?
Security has dominated the news for both contact centers and the online world in general. We ensure all our products meet strict PCI-DSS (Payment Card Industry-Data Security Standards), and we offer redundancy to ensure all our customers can maintain fail-safe operations under almost any circumstances.
What do you think will be the buzz word / focus for the contact center industry this year?
Lastly, what do you think 2015 holds for the industry?
The contact center industry will continue to adapt to new media and new technology, using hybrid systems to keep moving forward. There will be an increased emphasis on scalability and remaining nimble as the future forces adaptation to unanticipated developments. Contact centers will survive or fail based on their ability to provide customer-centric service in an atmosphere of change.
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About Verena Wissel:
In 2011, Verena Wissel joined ASC as a Product Manager to identify and analyze customer needs for quality management software and speech analytics. She holds a Masters degree in information science and engineering from the University of Applied Sciences in Darmstadt, Germany.
ASC is a worldwide software company with a variety of solutions to record, analyze and evaluate communications. All multimedia interactions in contact centers, financial institutions and public safety organizations are documented and analyzed. The content of communications becomes transparent, critical information is generated and market trends are revealed, providing real-time business intelligence for immediate management action. With subsidiaries in the United Kingdom, France, Switzerland, the United States, Brazil, Japan, Singapore and Dubai, as well as certified and vastly experienced distribution partners, ASC’s ambitious projects span more than 60 countries. Headquartered in Germany, ASC is a global player with an export quota of almost 70 percent and a worldwide service network.
Published: Monday, April 25, 2016