Randy Saunders of Cincom Knows the Value of Differentiating on Customer Experience in the Call Center

Randy Saunders, Program Director for Cincom Systems, knows the value in dollars of differentiating the contact center through improved contact center technology. Saunders is proud of how Cincom, a provider of software that improves customer communications and business operations, enabled Absa Bank to improve overall contact center profitability.

Absa is a well-known South African bank who, after implementation of Cincom technology, started delivering the gold standard of customer service. Gone are the days of siloed divisions and poorly resourced contact center agents. With the help of Cincom’s solution Absa improved integration, brand message and customer experience. The brand message is the result of "One Absa" which offers a single view of the customer.

Now the contact center, a profit center, is a respected strategic arm of the business.



Saunders has been in the contact center industry for many years and has witnessed many sea changes. Five years out Saunders predicts more at home agents employed and virtual contact centers. He also predicts companies will finally focus on the contact center as a profit tool rather than a cost center. The contact center will gain the reputation as a hot-bed for business intelligence. The contact center will have many more strategic partnerships and alliances across the organization.

And don’t expect tomorrow’s contact center to look the same as it does today. Tomorrow’s contact center will change its hiring practices and compete for talent with more soft skills rather than long resumes.Saunders even predicts another talent war in the near future as the economy improves.

As an industry we’ve watched brands decline through sloppy customer management. With social media and word of mouse, cheap customer experiences are no longer acceptable. Tune in to this podcast to get ahead of the curb by creating meaningful customer experiences.