Executive Interview : We Asked Contact Center Executives How They Plan to Improve Their Centers in 2019
Executives answer this question "How do you intend to improve your contact center in 2019?" read what some of them told us!
|"Take more care of the agents and rely more on technology -self service" < br > < br > - Amer Moussa, Contact Center Manager, DMCC, United Arab Emirates|
|"Begin to examine the reason for the customer's need for contacting us. Too often we focus our attention on answering faster, responding faster, saying the right things, and being pleasant. The fact of the matter is that most inbound contacts are the result of the customer being upset, confused, dissatisfied, or they felt the need to check up on something. Rather than continue to focus on responsiveness we should be focussing on the root causes of their motivation for contacting us. Then, take decisive action to address these triggers at the source." < br > < br > - Brian Zotti, Senior Vice President of Operations and Services, i CAN Consulting, United States|
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|"Continuing to build out a more vibrant virtual agent community. Being an on-demand contact center company, with 110,000+ independent agents in Canada and the U.S., requires open workforce communications. Years ago, we created the Vyne portal, where agents get business updates, work notifications and job opportunities. On there, chatrooms enable them to share ideas to improve performance. We will continue to invest in this virtual community to further solidify operations and agent connectivity; recently adding one step scheduling and online payment." < br > < br > - Kimber Houlne, CEO, Working Solutions, United States|
|"Improved workplace that includes more one-on-one spaces" < br > < br > - Tom Sultenfuss, President, ContactWorks, United States|
|"I have the solid intention to enhance technology with agent's motivation and performance. To get a balance between automation to reduce costs initiatives and individual productivity." < br > < br > - Rodrigo Borgia, CEO, Gamifica, Argentina|
|"Increase agent efficiency at contact handling. < br > Increase volume of inbound sales. < br > Increase employee satisfaction motivation and loyalty. < br > Optimizing HR, quality, training, analysis processes. < br > Efficent cost management / Financial discipline." < br > < br > - Utku Büyükaksoy, Director, Erişim, Turkey|
|"Better training and keeping up with latest technology as we can afford it." < br > < br > - Allan Fromm, President, AnSer Services, United States|
|"Corporate Social Responsiblity" < br > < br > - Adnan Liaquat, HR & OD Excutive, Lucky Textile Mills Pvt ltd, Pakistan|
|"By introducing more employee friendly environment, and also encouraging the employees in terms of incentives." < br > < br > - Minnat Hashmi, Director, iTech Solutions, India|
|"a- Automation. < br > b- Automated customer survey. < br > c- listening to my customers and continuously scanning the market. < br > d- shifting as much service as I can from Branch to my contact center." < br > < br > - Sherif Mohamed Abd El Salam, Senior Operation Manager, al Hilal Bank, United Arab Emirates|
Today's Tip of the Day - A Nice Treat
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 200,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Friday, March 8, 2019
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