Executive Interview : What Impact Have
In our continuing effort to provide you with a global perspective of the Contact Center industry. ContactCenterWorld.com asked some of our members from around the world about external impacts that have affected their business and what people all over the globe had to do in order to respond.
|"Permission marketing. We had prepared fast and proactive action plans before the regulation." < br > < br > - Yunus Mucaz, Director, Sigortayeri, Turkey|
|"With labor costs any where from 60%-70% of a contact center's budget, increases the pressure on us to deliver our programs and services. We've adapted by further defining and expanding our business model to insure we offer our clients a fully integrated contact center human capital solution." < br > < br > - Kimberley O'Brien, President & Managing Partner, Aledium Call Center HR Services, United States|
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|"The Ofcom number changes are eating up enormous amounts of resources and we have had to fundamentally change our revenue model." < br > < br > - Brian Hudson, CEO, Performance Telecom, United Kingdom|
|"Well, in this age, we think alot more about security. Security of all the data we capture thru our multitude and different types of contacts and for the workplace in general." < br > < br > - Anita Ridgell, Manager Of Quality Assurance, CMD, United States|
|"Learning the business drivers that dictate our customer loyalty, and building the capability required to react with agility to achieve consistent and sustainable growth." < br > < br > - Andrew Shockney, President, What Box Consulting Group, United States|
|"The contact center world is every changing with many new challenges. You must be able to anticipate those challenges so you are prepared to overcome them with minimal distraction." < br > < br > - Lee Pemberton, Vice President, Inspired Performance Solutions, United States|
|"By understanding that external events can often have great impact on our customers and therefore us." < br > < br > - Niels Kjellerup, Manager, Resource International, Australia|
|"Competition and ever changing dynamics of the contact center industry has been a major impact and the only answer in my opinion to such a situation is "diversification." By diversification I mean exploring other avenues within the contact center industry where one can add value by mapping organizations capabilities and offerings with the demand of the industry and designing a "Go To Market Strategy" to reduce if not mitigate the risk of losing a company's grip on its market share." < br > < br > - Sunil Kappal, Senior Manager Analytics, RSystems International Limited, India|
|"Weather related closures and we adapted by creating a program for remote work hubs in the event of weather closings. We no longer are closed for weather related issues." < br > < br > - Sandy Morrison, Director of Customer eXperience Center, Whirlpool Corporation, United States|
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
Published: Friday, February 19, 2016
NOS is a telecommunications and entertainment group which offers fixed and mobile next generation solutions for Pay TV, internet, voice and data to all market segments - Residential, Personal, Corpora...
|Centris Information Services|
Centris Information Services is a nearshore customer contact center focusing on bilingual call center and support services.
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily ada...