Reviews On 2002/2003 From Chad McDaniel Of McDaniel Executive Recruiters (M.E.R.) [an article on the contactcenterworld.com website]

1. What has been the greatest challenge the contact center industry has faced in the last 12 months and why?

I would separate my response with two categories; In-House Providers and Outsource Providers. For the Outsource Provider, the challenges would be excess capacity, pricing concessions by clients, continued emergence of the offshore model and legislative issues surrounding Outbound. For the In-House Provider, keeping abreast of current CRM applications and technology, better servicing the customer, data segmentation strategies.

2. In 2003 what do you think will be the top priorities for:

a) Contact center managers? Training, Career Pathing, Cost Containment
b) Company executives? P&L margin expectations, creating new channels of revenue, diversification

3. What do you believe (a technology, process, attitude etc) will have the biggest impact on the industry over the next 12 months - how and why?

For the Outsource Industry is going to be the ability to attract $32+ per hour related work in a very competitive domestic market. More and more companies will be shifting to a pay for performance objective.

4. What impact has 'external' events (economy, terrorists fears, etc) had on your company, and how have you adapted your business, if at all?

Our business model is directly tied to the economy and attitudes towards the strength of the economy; so external events have been significant within our industry. We have continued to adapt our business by better servicing our current clients, looking for ways to re-invent our processes and speed of delivery.

5. Do you feel the service you personally get as a consumer is better or worse than it was a year ago and why do you think it's so?

My response would be based on Industry sector. For example, within the Airline Industry, I would say worse. Resources are limited and agents are forced with servicing the same customer base, with fewer resources. Response times/hold times have significantly increased in some sectors.

On the other hand, some industries have improved. In order to survive, you must be even more competitive and customer centric. Many professional services firms, auto industry, banking, etc. have put tremendous time and resource into improving the customer experience. This mandate has increased satisfaction within the customer base.