Executive Interview : What Does 2019 Hold for the Contact Center Industry?
We asked Executives, what do you think 2019 holds for the industry? (good or bad and where/how etc)
"Just like other industries, such as retail and travel, ours is being redefined by market forces and consumer expectations. The status is no longer quo. This means your business model must change with the times and shifting views. What worked yesterday might no longer produce results today. So, examine how innovation from other businesses might apply to ours. Changeover and cross-pollination should be standard operating procedures. Also, this year will be tougher than 2018. The economy is predicted to slow. Trade wars dampen consumer spending as politics continue to run amok. Headlines create business headaches. I believe it’s wise then to take a hard look at your call center operations now, shore up any shortcomings and prepare to run leaner in-house for the foreseeable future—with outside resources at the ready."
With almost 25 years of success, Working Solutions is a provider of on-demand contact center solutions. The company’s on-demand work-from-home workforce has 150,000+ agents registered nationwide. We d... (read more)
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)
Gamification consultancy and services / products, focused in the call center / contact center / bpo industry.
Comm100's omnichannel customer experience platform helps brands connect with and serve their customers through digital channels including live chat, social media, SMS, email, and knowledge basel. Our... (read more)
"Good - as long as we can hire the best available people. Some companies like Apple in particular are compromising their standards to meet cost and diversity targets. The decrease in the caller experience is dramatic. AT&T has been guilty of this for the past few decades."
Director Customer Engagement
"Real-time Connectivity with customers via social medial to build brand equity and humanise your industry fast, easy and tranparently. This is good only if you can keep up, must be active where your customers and audience are. Bad if you can't keep up; provide feedback realtime, monitor every tag, respond to negative feedback immediately etc. So 2019 and beyond, the focus in realtime connectivity is key to the industry and survival is based on whether you are on the social platform or not."
AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Be... (read more)
"The contact center industry has seen a disruption in the recent past unlike any witnessed in previous years. Companies can no longer rely on the traditional way of running their contact centers as an ancillary service. They are now pivotal to the overall business strategy. How an organization effectively navigates through this evolution can dictate overall market competitiveness. A key to success will lie in how well companies manage their talent, both in terms of acquiring scarce capabilities and upskilling/reskilling impacted workforce."
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing... (read more)
"2019 should be a great year for the customer from the perspective of increasing sophistication and availability of self-service options. The only negative thing I see becoming more prevalent is the trend for companies to not advertise their number or email address, forcing people to deal with self-service help, which isn't always effective."
Today's Tip of the Day - Choosing a Vendor
Published: Thursday, June 6, 2019
2020 Buyers Guide Computer Telephony Integration
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