2017 BEST PRACTICEs CONFERENCES SERIES - BOOK YOUR PLACE TODAY!Other Events
EUROPE, Middle EAST & AFRICASTARTS IN:
NORTH and south americasSTARTS IN:
ORLANDO, FL USA
asia pacificSTARTS IN:
KOTA KINABALU, MALAYSIA
Executive Interview : What Has Been The Most Important Contact Center Related Conversation Topic In The Past 12 Months?
ContactCenterWorld.com reached out to some of its members from different regions of the world to ask them what has been the most important Contact Center related conversation topic in the past 12 months? Having such a global reach will hopefully help you in terms of grasping what people are talking about all over the world in this vast industry.
"Strategic postioning vs. cost center."
|- Sandy Morrison, Director of Customer Experience, Whirlpool Customer eXperience Center, United States|
"Industry growth (for Turkey). I do believe the industry, with the revised regulations will grow."
|- Yunus Mucaz, Freelance Management Consultant, Sigorta Ofisi, Turkey|
"The movement of the contact center to a customer engagement center. Maybe its just a new term, but regardless of what it's called, how can a company transform it's contact center organization to better deliver on the customer experience from a people, process and technology standpoint?"
|- Kimberley O'Brien, President & Managing Partner, Aledium Call Center HR Services, United States|
"Being a Healthcare Consultant I have heard only one discussion within the contact center world in the entire 2015 is "How to design a meaningful KPI" and one can easily understand having no KPI's is still better than having a KPI with no impact. In my opinion this kind of discussion only surfaces when Senior Leadership relies more on its gut feeling than on the data. Therefore, I believe all the decisions should be made keeping the historic data into consideration."
|- Sunil Kappal, Manager Process Excellence, R Systems, India|
"Building and deploying solutions that help to better leverage your community to improve both service and brand loyalty."
|- Andrew Shockney, Founder, What Box Consulting Group, United States|
"Improving the way we make everyone responsible for our customers and their experience."
|- Niels Kjellerup, Manager, Resource International, Australia|
"How do we get more employees engaged? Make them realize we work in a great industry and we should be proud of the work we do."
|- Lee Pemberton, Vice President, Inspired Performance Solutions, 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 - Review Minimum Standards!
Published: Monday, February 15, 2016