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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!

Tom Sultenfuss
United States

"Improved workplace that includes more one-on-one spaces"

About ContactWorks

ContactWorks offers a complete range of flexible, scalable and competitive call center and customer contact services and consultations. Engagements include technical support (level 1, level 2 and help... (read more)
Kim Houlne
Working Solutions
United States

"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."

About Working Solutions

Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand assoc... (read more)
Amer Moussa
Contact Center Manager
United Arab Emirates

"Take more care of the agents and rely more on technology -self service"

About DMCC

DMCC – Dubai Multi Commodity Centre is the centre of global trade. The world’s most interconnected Free Zone, the enterprise hub for commodities trade in Dubai, and the master developer of the Jumeira... (read more)

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2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Rodrigo Borgia

"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."

About Gamifica

Gamification, consultancy and services / products, focused in the call center / contact center / bpo industry.
Brian Zotti
Senior Vice President of Operations and Services
i CAN Consulting
United States

"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."

Manager Customer Care
Pizza Hut Pakistan

"Corporate Social Responsiblity"

About Pizza Hut Pakistan

The first Pizza Hut restaurant in Pakistan was opened in December 1993 and took the culinary scene by surprise. From that time onwards, the brand has contributed heavily towards the development of the... (read more)
Minnat Hashmi
iTech Solutions

"By introducing more employee friendly environment, and also encouraging the employees in terms of incentives."

About iTech Solutions

IP Telephony and Contact Center Solutions
Allan Fromm
AnSer Services
United States

"Better training and keeping up with latest technology as we can afford it."

About AnSer Services

Telephone Answering Service business. Serve business and health care, utilities, property managers as well as Appointment Scheduling / Virtual Receptionist / Tier 1 Customer Support / Inbound Sales /... (read more)
Sherif Abd El Ghany
Call Center Operation Manager
al Hilal Bank

"a- Automation.
b- Automated customer survey.
c- listening to my customers and continuously scanning the market.
d- shifting as much service as I can from Branch to my contact center."

About al Hilal Bank

Al Hilal Bank is an stron Islamic Bank and has recieved Best Retail Bank Award on 2010
Utku Buyukaksoy
Deputy General Manager

"Increase agent efficiency at contact handling.
Increase volume of inbound sales.
Increase employee satisfaction motivation and loyalty.
Optimizing HR, quality, training, analysis processes.
Efficent cost management / Financial discipline."

About Erişim

Customer services provider of finance, insurance companies of Turkey. Has 1450 employees at 3 sites. 30M+ customer interactions per year. Founded by Isbank, a private bank of Turkey. Aims... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Quality Of Service

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

Published: Friday, March 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Visual Communications

SJS Solutions

Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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