This is not the usual place where I post interviews but I thought I’d share this anyway since it still holds value.
Regardless of your business, customer satisfaction is arguably a high priority in 2009. Industry observers believe this will remain true in 2010. How companies plan and execute strategies to achieve better than ever customer satisfaction is the question to ask.
What is also certain is that this drive towards better customer satisfaction  is helping boost the business of contact center operators worldwide. In Asia, it is fueling expansion among the large contact center operators like Convergys.
A Callcentres.net  Asia Pacific survey , touching more than 2,100 consumers across six countries in Asia Pacific, suggests that customer service is a key differentiator today. The survey found that over 58% of respondents identified receiving polite and friendly service, having their calls resolved efficiently and receiving the right information from agents were the most important factor in driving ‘Good’ or ‘Excellent’ Customer Service.
Contact center associations recognize this and continue to promote it through education, training, recognizing and rewarding the best in the industry. At the 10th annual Hong Kong Call Centre Association  (HKCCA) Awards , 61 individuals and companies were recognized for their achievements across a broad spectrum of innovation including customer service, training and development, and corporate social responsibility. Among the winners were call center operators from Southern China and Macau.
No one argues that 2009 was a very challenging year for all businesses. Despite rhetoric from the Obama administration about making it tougher for US companies to outsource jobs that could be filled by local hires, outsourcing to low-cost locations remains a strong and viable alternative for many US and European companies looking to cut cost and keep afloat in a volatile global market.
According to Paul Chen, systems engineering director for Avaya  Asia Pacific, productivity, efficiency and customer service excellence were key concerns in the contact center industry in 2009. She notes that while the technology is available to help businesses to transform their contact centers into strategic assets that enable them to deliver better customer service more profitably, there are still companies out there which are outdated in their approach. (more…)