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CUSTOMER EXPERIENCE BEST PRACTICES

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TRAINING IN CONTACT CENTERS

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
President
ContactWorks
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
CEO
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."

 
Amer Moussa
Contact Center Manager
DMCC
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)
 
Ring2 Dashboards & Wallboards Free Trial
Rodrigo Borgia
CEO
Gamifica
Argentina

"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."

 
Adnan Liaquat
HR & OD Excutive
Lucky Textile Mills Pvt ltd
Pakistan

"Corporate Social Responsiblity"

 
Minnat Hashmi
Director
iTech Solutions
India

"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
President
AnSer Services
United States

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

 
Sherif Abd El Ghany
Call Center Operation Manager
al Hilal Bank
Egypt

"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
Erişim
Turkey

"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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

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

Published: Friday, March 8, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Remote Agent Solutions

 
1.) 
3Fiftynine

Branches
Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.

2.) 
Centrical

Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
(read more)
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)

3.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 

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