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." < br > < br > - Sandy Morrison, Director of Customer eXperience Center, Whirlpool Corporation, United States|
|"Industry growth (for Turkey). I do believe the industry, with the revised regulations will grow." < br > < br > - Yunus Mucaz, Director, Sigortayeri, Turkey|
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|"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?" < br > < br > - 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." < br > < br > - Sunil Kappal, Senior Manager Analytics, RSystems International Limited, India|
|"Building and deploying solutions that help to better leverage your community to improve both service and brand loyalty." < br > < br > - Andrew Shockney, President, What Box Consulting Group, United States|
|"Improving the way we make everyone responsible for our customers and their experience." < br > < br > - 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." < br > < br > - Lee Pemberton, Vice President, Inspired Performance Solutions, United States|
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
Published: Monday, February 15, 2016
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