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Article : Covid-19: Checklist for Preparing Your Call Center to Go Remote

#contactcenterworld, @commpeak

The negative effect that coronavirus has on business is being felt worldwide. And call centers aren’t staying aside. With the virus accelerating in multiple countries concurrently, more and more call centers force their employees to work from home due to COVID-19. However, for some companies, this decision has its pitfalls.

3 Pain Points for Any Call Center

1. You aren’t ready

No one knows how long this crisis will last, and surely nobody stays prepared for it in advance. Although your call center may already have a minimum package for remote work — namely, laptop, headset, and a stable internet connection for each member of your team, you may lack the basis — experience in telecommuting along with well-functioning remote work processes.

2. Your agents aren’t up to it

A crisis creates tension, and working in a call center during coronavirus pandemic means fast adaptation to the completely new realm. To make it easier, you have to equip your remote team with all they need to stay productive while working from home.

3. There’s a lot of panic

Uncertainty is the most stressful feeling, so it’s not surprising that during such a tough time, your customers are anxious. So do your employees. As your main aim is to provide clients with accurate information, no matter the situation outside, now you have to create agent guidance to help your workers cope with this challenging situation.

How to prepare your call center for COVID-19?

It’s sad how easily we can be disconnected. Today it’s COVID-19, but tomorrow we may face another challenge. That’s why it’s essential to find a balance where switching to remote work because of coronavirus or another issue won’t make a big difference for your call center. So, what should you care about?

  • Make remote working your priority

To stay productive, no matter the situation worldwide, you have to choose the right collaboration tools for remote teams. Using reliable work from home tools, you can get secure access to your business data from anywhere, save costs on international calls with business VoIP and DID numbers, mask your home office location with VPN for remote workers, and get a stable IP address from any country of the world. Having these virtual solutions for work from home is the essence of any call center today.

  • Become friends with Agile

The next step is using agile techniques to control and manage your virtual call center. This requires setting up daily morning stand-ups and check-ins, holding video conferences to discuss tasks and having one web-based system to track and control your remote team. That’s why it’s paramount to have Cloud PBX for any remote call center, as it has everything both manager and agent need for successful work.

  • Keep your clients close

During such a difficult time, don’t forget about the primary goal of any call center — to keep in touch with your clients. Even if they face issues with reaching you out via phone, you need to have other channels for communication. You can use your website for announcements or take advantage of bulk SMS service to create an effective marketing campaign.

Fighting Coronavirus: Checklist for Call Centers

To stay prepared for any global issue that may harm your call center, you have to:

- Ask your team to be prepared to work from home when needed

- Make sure they have everything for good work — computer or laptop, headset, internet bandwidth along with quiet workspace

- Go digital and have web-based or cloud-hosted tools for remote work

- Make sure your team is safe and sound, and educate them on how to behave in the emergency

When it comes to operating a business in a global crisis, prevention is critical. To stay afloat, you have to adapt your business and go remote. And having work from home tools on hand will help your business to grow no matter the situation outside.

#contactcenterworld, @commpeak

About Veronika Petrenko:
Veronika Petrenko is a CommPeak contributing writer with a Master’s degree in English. A writer by day and reader by night, she has spent much of her career writing blogs, articles, and reviews covering Telecom, IoT, and business for various websites. When she’s not writing, you might find Veronika painting, traveling, or studying books on self-development. She truly believes that if you wait for inspiration to write, you are not a writer but a waiter.

About CommPeak Limited:
Company LogoCommPeak is a Hong Kong company with PoPs in US, Taiwan, Australia, Brazil, Singapore, Frankfurt, and London. We are a provider of wholesale VoIP services to businesses big and small seeking to gain a premium international reach. Our network of international telecom partners and strategically placed infrastructure enable us to give you the most reliable, professional service along with call quality. Our current main solutions include A-Z VoIP Termination (including Call Center Dialer/Routes and Short Duration Termination), Virtual Numbers (DIDs), Hosted IP-PBX's and CallPeak TeleDialer (CommPeak's proprietary automated dialing platform).
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Today's Tip of the Day - Have Some Fun

Read today's tip or listen to it on podcast.

Published: Tuesday, April 7, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Training


Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.


4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)

Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.


CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.

About us - in 60 seconds!

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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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