Check out The Most Innovative, Highly rated Contact Center World Events EVER!
...Thousands of past delegates agree! - BOOK YOUR PLACE TODAY!
NORTH and south americasSTARTS IN:
ORLANDO, FL USA
asia pacificSTARTS IN:
KOTA KINABALU, MALAYSIA
BEST IN THE WORLDSTARTS IN:
Network, Learn, benchmark in this unique best practice forum with the best practitioners in the World
...who run centers and take your center to new levels of performance, engage staff, improve service and more!
Executive Interview : What Do The Next 12 Months Hold For The Contact Center Industry?
It's great to hear from a variety of people on just one topic. ContactCenterWorld.com asked a variety of its members from all over the globe about what they feel will be the Contact Center industry holds for them over the next 12 months? You may find the answers informative and even eye-opening in terms of what matters to them in their part of the world.
"I think contact centres will feel the pressure increasing in the regulatory areas."
|- Brian Hudson, CEO, Performance Telecom, United Kingdom|
"Good - for growth. The industry has spaces to grow in emerging markets. Bad - there happens to be new challenges and the industry should cope with them. Digital trends are changing the way of doing business. Therefore, the industry should prepare to adopt new changes and move them to be advantageous."
|- Yunus Mucaz, Freelance Management Consultant, Sigorta Ofisi, Turkey|
"I think we continue to show the world we are not telemarketers, we are Customer Service."
|- Lee Pemberton, Vice President, Inspired Performance Solutions, United States|
"Continued growth and pressure on delivering exceptional customer service. A real need for experienced contact center supervisors, managers, and executives who are leaders and not just facilitators. And as always, the white elephant the room, how to attract and retain an agent workforce in such a competitive employment environment?"
|- Kimberley O'Brien, President & Managing Partner, Aledium Call Center HR Services, United States|
"Jobs will be lost due to new technology and automation/self service. Many more countries will be looking to get a piece of a diminishing Voice pie."
|- Martin Conboy, Publisher, The Outsourcing Guide, Australia|
"Cost center transformation to experience centers."
|- Sandy Morrison, Director of Customer Experience, Whirlpool Customer eXperience Center, United States|
"I am a positive soul and I truly believe if the emerging technologies like Speech Analytics, Big Data, Skill Based routing etc. are used to their full potential we really stand a good chance to rock the world with awesomeness. Otherwise this industry will continue to remain a "one trick pony" i.e. "our customers call us and we simply respond!!!""
|- Sunil Kappal, Manager Process Excellence, R Systems, India|
"I would hope 2016 brings even more improvements, for example I am still looking to find a y-cord to use with a headset that connects via a USB port so that 2 reps can work together from a training perspective, one talking and the other just listening. I have not been able to find this tool to use."
|- Anita Ridgell, Manager Of Quality Assurance, CMD, United States|
"Digital disruption sweeps retail and consumer service industries... and this year we will see those who have made significant investments transform the way we all do business. There will be a new breed of best in class performance that will transform the way customer experience, sales, marketing, and strategy must align."
|- Andrew Shockney, Founder, What Box Consulting Group, United States|
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 - Minimize Change
Published: Wednesday, February 17, 2016