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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
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."
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
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)
 
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
Manager Customer Care
Pizza Hut Pakistan
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
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 - Cancel Training At Your Peril

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

Published: Friday, March 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

ABOUT US IN 60 seconds!

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