Forbes' talk on the role of technology in advancing the U.S. economy drew almost triple the normal keynote attendance, Gervais said. The real news, though, is the growth in the call center industry and the push to raise its image along with its market share. Technology Manager Declan Brennan accept ACCE awards from Advanstar CRM Group Publications Manager Darlene Gudea. An increasingly networked world and more sophisticated customers in almost every product and service sector are fueling a drive for more streamlined service and greater accountability.
Technology can solve only part of that problem.
CIAC officials hope to put a shine on the industry's tarnished image with standards and competencies for call center managers. The tiered certification structure addresses managers as well as establishing a management career track for agents and other non-managers. New technology, new skills Customer sophistication and the new variety of avenues available to contact companies are expanding the range of skills that agents need, said Rose Polchin, an independent consultant and ICCM seminar presenter. Advanstar Marketing Manager Marguerite Gervias presents the Best of Show award to Quintus Vice President, Product Marketing Chris Rechtsteiner and Product Marketing Manager Mary Cauwels. The responsibility for ensuring that agents get proper training rests with managers, Polchin said.