Gary Barnett, chief technology officer at Aspect Software, discusses voice portal, the first application likely to be deployed in the cloud that has direct benefit to the call center.
Bernard Tsang, director of customer relationship management at CSL Hong Kong talks about how Hong Kong's oldest mobile operator uses CRM strategies to expand or deepen its relationships with customers to reduce customer churn.
William Yeung may be the CEO of City Telecom (HK) but he started down his career managing the customer service department of another company. Today as head of City Telecom and its subsidiaries, he strongly believes that customer service is the only true differentiator for any business, including its call center.
Why are people loyal to certain brands? According to Nick Price, CIO and CTO for the Mandarin Oriental Hotel Group (MOHG), customer loyalty is built around positive customer experience with a brand. In this video, he shares some of the efforts being undertaken at the MOHG to create and sustain customer loyalty through unwavering commitment to service at every level of the hotel.
Customer service remains a primary focus for call centers. Gary Barnett, chief technology officer at Aspect Software, believes that unified communication plays an important role in the ongoing delivery of customer service.
As a call center source Malaysia's multi-cultural heritage puts it in a unique position of being able to offer outsourcing services in at least four languages. Nirinder Singh Johl, President 2010-2012 of the CRM & Contact Centre Association of Malaysia offers his insight into the strengths and weaknesses of the industry (this is part 1 of a 2 part series).
Sumeet Vaid is founder and managing director of Ffreedom Financial Planners, a financial advisory services firm in India that focuses on helping clients build solid financial positions for the long-term. Sumeet believes that to achieve its goals the company must be agile, scalable and totally client-centric. In this video, he talks about how Saas through Salesforce.com is helping Ffreedom realize its goals of being client-centric by focusing on the customer instead of the technology.
A growing worldwide concern is skills shortage, particularly around technical areas. Row Henson, HCM Fellow at Oracle, believes this needs to be addressed now. She also discusses the impact of social networking in the enterprise, and how organizations need to react to this technology particularly as the new generation of web-savvy employees join the workforce.
Which technologies are necessary in a call center business? What trends will impact which technologies will likely be hot in the coming years. Shivanuk Shukla, analyst with Frost & Sullivan, lists out the basic technologies and new ones that may be on their way to Asia.
Brad Fiery is vice president of analytic services for the Lacek Group, a marketing services division of Ogilvy. In this video he discusses some of the challenges facing organization as they look towards harnessing the power of social networking to generate new revenues and new customers.



























