Executive Interview : Trends, Tendencies & Concerns - An Interview With Zaneta Reed from National Tyre Service Limited
With such a global audience, we at ContactCenterWorld.com really like to get opinions from all parts of the world. It's a great way for us to help you identify what is happening in the contact center industry all over the globe. It's also a great way for our readers to keep in touch with trends, tendencies and concerns in various parts of the world.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Why do you believe has this been a challenge?
It is generally not perceived as a career.
In 2016, 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) Human Resources Directors
A) CC Directors - Different channels.
B) CC Executives - Finding more ways to make savings.
C) CC HR Directors - Recruiting and managing dedicated staff.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Better... most industries are more aware of social network sites and how reputations can be ruined.
How do you intend to improve your contact center in 2016?
Engage staff more by forums.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Running Multiple Contact Centers
About National Tyres and Autocare:
National Tyres and Autocare is an independent tyre and automotive parts retailer based in Stockport in Greater Manchester, England. The company is now part of Axle Group Holdings Ltd.
Published: Friday, February 5, 2016