RMG Networks Blog

Contact centre managers are always challenged to perform better. From improving customer satisfaction to engaging employees, agents and managers navigate through daily obstacles in order to drive more sales and engage customers with innovative contact centre solutions. Understanding the industry and learning from your peers are critical to your success, which is why a networking event is a productive and entertaining way to master new skills while meeting others in the same boat.

That is exactly what happened at the most recent contact centre networking event sponsored by RMG NetworksTM. The event, Open Varen, was held in Loodsrecht, Netherlands, and attracted more than 400 senior professionals working in the region’s contact centre industry.

Participants seized the networking opportunity, and risked stormy skies, to talk about common industry challenges as they gathered on several boats and attended discussions while cruising around the beautiful Loodsrecht Lakes.

Call Center

For the most part, discussion topics focused on challenges across several industries in contact centres. Some key points included:

Improving customer interaction and customer expectations
The industry is constantly changing making it harder for call centres to meet customers’ growing demands. With more and more business competition, it’s essential for call centres to go above and beyond what customers are expecting.

Keeping agents motivated and productive in today’s multi-channel environment
Finding quality agents is easier said than done. Keeping quality agents engaged and motivated is an even more difficult task; however, it’s an essential task since motivation is proven to reduce call centre attrition.

Providing a seamless customer experience to clients
Properly trained agents will recognise the value in offering customers what they want, when they want it, through the channel they want. Customers expect the best.

The benefits of cloud services versus on-premise
Contact centres use a variety of tools to aggregate customer data and to compile reports. Storing data in a privately controlled data centre is critical for several reasons ranging from security to accessibility. Whether you choose to store data on-premise, a cloud service, or a hybrid of the two entirely depends on your company’s needs. Benefits of each solution should be evaluated.

Call Center

What I personally took away from the event is that agent engagement and communication is key to whatever course your boat is plotting. Furthermore, aligning your employees with dynamic directions of today’s contact centres is key to success. No doubt these issues will be high on the agenda on the stormy seas ahead – perhaps different regions, but likely the same challenges.

RMG Networks is a global leader in providing intelligent visual solutions for contact centres. Let our team of experts help you configure a smart digital signage solution for your business that will save you time and money. For more information, download our solution brief on 6 Reasons to Implement an Intelligent Contact Center Visualization Solution or contact us today.

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