These days it seems like all anyone can talk about is the Coronavirus. As it continues to affect schools, health centers, nursing homes, and the global economy, more and more employees are switching to remote work. And the media is taking advantage of it.
With an influx of information, statistics, and reports of the virus’ effect on not only the health of our peers and loved ones but the world economy, the outside world–and foreseeable future–are looking a bit grim…or are they?
I’m no psychic, but the global response to the virus is quite amazing. Though the stock market has plummeted and many businesses and institutions are closing their doors, there may be hope in the V-curve.
As we’ve seen time and time again, both economic booms and economic slowdowns eventually come to an end. A mere three months ago, we were in a bull market, meaning all aspects of the financial market – stocks, bonds, real estate, currencies, commodities, etc. – were on the rise or were expected to rise. And then the virus emerged.
So, what is this other “V” word? The V-Curve!
“When you think about a V-curve, it is exactly like you picture,” says Andrea Eisfeldt, an economics professor at the UCLA Anderson School of Management. “You have a fairly sharp drop, and then a fairly speedy recovery.”
As a health shock is primarily driving the recession we’re now in, it will likely have a quicker recovery rate as opposed to an “L-shaped recession,” which has an even steeper decline and prolonged recovery.
As families and workers worldwide take precautionary measures and self-isolate, we’ve seen companies around the world react similarly. Conferences, events, festivals, and more are being canceled or postponed left and right. Sports games and entire seasons are either canceled or postponed indefinitely. And we’ve already seen the positive effects of these actions. Chinese hospitals are discharging patients, and temporary hospitals in China are closing down — and life is beginning to return to normal.
On social media, several have joked that due to hockey cancellations, Canadians have nothing better to do than to look for a cure – and in a matter of days, Sunnybrook Research Institute, the University of Toronto, and McMaster University were able to isolate and replicate the virus in a lab.
“The isolated virus will help researchers in Canada and across the world develop better diagnostic testing, treatments, and vaccines, and gain a better understanding of SARS-CoV-2 biology, evolution and clinical shedding,” the research team said in an official statement.
In short, you can interpret this as — hopefully — the end is nigh. No, not the end of the world, but the end to this recession, pandemic, and international fear. While it may still be a while, there is hope that Wuhan’s success will be reflected here as well. And we should prepare for that.
As we enter the low point, please keep in mind that we will recover. Humans are, if nothing else, resilient. We will improve and learn from our mistakes, and hopefully never have to endure this pandemic again in our lifetimes.
So, when the recession slows and the economy begins to pick up, my question to you is: are you prepared?
As Alexander Graham Bell once said, “before anything else, preparation is the key to success.” By preparing for the upturn of the economy through investing in new technologies, forecasting trends, and remaining optimistic to your clients and peers, not only can you position your company to bounce back but grow exponentially when the recession comes to an end. We’d like to recover from this recession with you, and we’d like to be part of the reason your company bounces back stronger than ever with the best technologies in place to succeed.
It might be a stressful time, but always remember that you are not alone, and you don’t have to go through it alone. At the end of the day, we are all human beings and not defined by our titles. So while we are not therapists here at BrainSell, if you find yourself stuck or need tech advice, we’re here for you. And maybe, somewhere down the line when the economy recovers, you’ll turn to us for your technology needs.
Publish Date: March 20, 2020 5:00 AM
Improves customer experience by helping find the agent the right information within a click.
|2.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
PH: +44 (0) 207 397 8725
AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
|4.)||At Random Communications|
Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.
Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.
Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.
It does this, by:
- Providing you with a customer experience coaching framework
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We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.
Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662
Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.
We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.
V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
PH: +44 (0)20 7719 8332
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.
Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.
We ended this features list in 2008 by add...
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300
eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.
A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.
Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.
MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672
Customer Contact and conversational Self-Service Bot Solutions
Ocular Technologies is a specialist customer engagement and digital experience solutions provider based in South Africa. We employ a unique set of individuals who are experts in understanding, managing, and ultimately ensuring, an optimal customer experience. With a vision of being regarded as an internationally respected leader in the customer engagement market, Ocular Technologies strives to have our customers appear as heroes in the eyes of their clients.
We hold more than 17 years’ experience in the customer contact life-cycle space, and create a quantifiable business impact through intelligent interaction management, robotic process automation, ambient computing, natural language proce...
|19.)||Premier Business Audio|
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.
From IVR design to In-Queue & On-Hold audio, Premier CX helps to maximise the opportunity for upsell and cross sell via targeted messaging. Contact centre agent training ensures consistency for a great experience with every call.
Our in-house video production experti...
PH: +44 (0) 345 0711 359
QPC Experience Platform
CLOUD FRIENDLY | ADVANCED ANALYTICS| WORKFORCE ENABLEMENT | CUSTOMER EXPERIENCE MANAGEMENT PLATFORM |
Collate all data sources in real-time into one place to create a single source of truth
Flexible integration with on premise, hybrid and/or cloud architecture
Harness cutting edge technology to find new patterns and trends
Omnichannel Secure recording and analytics for all contact interactions
Optimised Workforce Management with real time scheduling enterprise wide
Unified Communication Management Reporting enterprise wide
Modular Based Offering also available
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