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Executive Interview : Coronavirus And Contact Centers Part 2

We asked members how the Coronavirus has affected members and also if they had any contingency plans in place before the virus hit. More comments!

This is part 2 of a multi-part series 

Handel Gibbings
Service Desk Director
CDMS Inc.
United States

What effect has the Coronavirus had on your company?
"Little at the moment, but some of our clients are asking if we have a contingency plan."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes, and we have employed our IT Service Continuity plans during specific events in the past (e.g. Building Fire Drills)"

About CDMS Inc.

Managed Service Provider
 
Mattie Minas
General Manager, Customer Contact Centres
Spotless
Australia

What effect has the Coronavirus had on your company?
"Slight panic and uncertainty"

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We have a DRP site, however this could also be shut down. Applying the same principles as we mobilise another site."

About Spotless

At Spotless, our customers are at the heart of everything we do. Our purpose is to create and sustain the modern environment by building trusted relationships with our customers. Our promise is to wor... (read more)
 
Haluk Cavusoglu
CEO
Cloudyflex
Turkey

What effect has the Coronavirus had on your company?
"Some of the employees are disturbed and they expect to work from a home office."

About Cloudyflex

Cloudyflex was founded by a team with over 20 years experience in Digital Marketing and After Sales Service processes. Cloudyflex's mission is to provide business customers with full support of clo... (read more)
 
Dave D'Arcy
Director EMEA Customer Care
RingCentral UK Ltd
United Kingdom

What effect has the Coronavirus had on your company?
"There have been mutiple planning meetings and the development of a strong BCP. We have closed various geographic offices and contact centres"

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes and Yes"

About RingCentral UK Ltd

RingCentral Engage is an all in one tool that empowers you to receive, process, and respond to messages from all digital channels (social networks, live-chat, mobile, emails, communities, Chatbots, Wh... (read more)
 
Elizabeth Glagowski
Public Relations
TTEC
United States

What effect has the Coronavirus had on your company?
"Some operations are impacted by government lockdowns, absenteeism is up slightly (but we're prepared for more), travel restrictions and work-from-home policies are in place. We are very proactive about being prepared and preventative with wellness and cleaning protocols. We have 7 resilience principles that we are living by -- preparedness, redundancy, diversity, modularity, competence, connectedness, and adapability. More clients are asking for us to help them with business continuity with at-home options, automation, messaging, and other new services as well."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"We had business continuity plans in place, but his is much bigger than what we planned for, since it's affecting the entire world at once. Other plans were more location-specific. We started addressing this more than 60 days ago when it was still localized in China, to be as prepared as possible as it spread. We feel that helped us get ahead of it."

About TTEC

TTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digita... (read more)
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

What effect has the Coronavirus had on your company?
"All client visits stopped meaning new deployments will be suspended for time being affecting our growth forecasts for the year"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"To date our African partners have not been affected and BCP is more about being part of the supply/overflow chain for more affected areas to date ie Philippines"

 
Arif Mehmood
Manager Operations
Luza Corp
India

What effect has the Coronavirus had on your company?
"Not much right now"
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"No we didn't have any."

 
Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury
Indonesia

What effect has the Coronavirus had on your company?
"We are now activating the "Work From Home" procedure on a certain Unit. It could be applied to all Units on the Ministry of Finance."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"No, we do not prepare the scenario for this kind of incident."

About Directorate General of Treasury

Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

What effect has the Coronavirus had on your company?
"Due to the recent outbreak, demands coming towards us have increased significantly. An undisclosed amount of our customers, including global brands and major call center outsourcing companies want to work remotely (mostly from their home) and thanks to our scalability, we can easily provide assistance for those who desire to work outside of the office."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Until now, we didn't have an emergency plan, however, this heartbreaking situation became a perfect lesson for us for further cases."

About Call Center Studio

Call Center Studio is the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

What effect has the Coronavirus had on your company?
"Increase in prices of products, scarcity, Staff salary being cut and well as cancellation of incentives for sales conversions"

 

Pakistan

What effect has the Coronavirus had on your company?
"It has effected day to day operations from different aspects. as well as it has allowed absenteeism to be increased which has lowered the daily operational targets."
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"No it was taken as a rumor initially and was ignored until news media outlets started talking about it."

 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

What effect has the Coronavirus had on your company?
"The situation is evolving daily but since schools have been closed for 3 weeks, we expects some parents will be absent from work to take care of their kids."

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
"Yes we an a severe infectious disease protocol in place"

About Mcgill University Health Centre

The McGill University Health Centre (MUHC) is an academic health centre. Building on the tradition of medical leadership of its founding hospitals, the MUHC provides multidisciplinary patient-centric... (read more)
 

Today's Tip of the Day - Games Trainers Play

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

Published: Tuesday, March 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Consultancies

 
1.) 
3D Vision Consulting

. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
(read more)

2.) 
Call Center Masters

Giving consulting services to call centers

3.) 
CC-CMM Certification Institute

CC-CMM Certification

4.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

5.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

6.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

7.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

8.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

9.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

10.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

11.) 
Outsourcing Solutions

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

12.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

13.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

14.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

15.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

16.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

17.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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