So a year on how would you describe how the pandemic has affected your company and how you work? If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
It has accelerated our growth. In particular our work from anywhere solution has been helping call centers extend their existing on premise phone system and all the associated systems (recording, agent management, etc) as if they were cloud based. This enables safe and secure (compliant) communications with no retraining required.
When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work??
Our team was used to working remotely, so that was not a problem for us. But we did need to pivot our product a little to add the WFA solution to our inbound call solution.
Since the start of the pandemic has call, email, chat traffic increased, decreased or stayed the same? AND, how? share some details on what you have noticed
There has been a move to more voice and video communications as people move away from chat tools as they want to talk to a human being.
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, as part of our ISO27001 certification we had an emergency plan in place. So, when this hit we were ready to cut over immediately.
In the early days of the pandemic there were lots of ideas how to keep staff now working from motivated - what activities / things did you do that worked well?
We moved to regular team calls to discuss what we were working on and any problems that we were experiencing. We did a lot of Slack communications to keep everyone engaged.
How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
We have calls 3 mornings a week via Zoom or our own Jitsi service. This has been very effective.
Have you found colleagues are working harder, about the same as before or maybe a little less and why do you think that? please explain
Our team is working the same, or slightly more, than when we were in the office. The lack of commute has been great.
Longer term do you think you may continue working like you do today or do you think you will get back to like it was before the pandemic hit us all?
We will continue with a hybrid solution with the development team in the office several times a week.
If the pandemic did not really affect you tell us why - what made it a non event for you?
We were ready for emergencies, and had a lot of remote work because of travel, so it did not affect us too badly.
Do you think your company is now better prepared to deal with a crisis like this or any other crisis (flood, fire, earthquake, hurricane etc) if it happens in the future and if so why?
We have a better, tested, plan that has expanded beyond our original plan and will help us in the future.
If you manage a team - how have you coped with the change ?
We moved to the 3 times a week calls from a more informal method before this crisis. Now we know more about how to share information and keep the processes moving.
If you are a manager how do you help your team if they are struggling with personal issues at home or anxiety about the future?
I am having regular calls with everyone to help them deal with various problems that have arisen. Be these family members that were exposed (or actually sick) requiring isolation.
Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
We are using our own services to make sure that we keep things secure.
Cloudonix improves customer voice engagements, enabling businesses to grow revenues and reduce costs. For over a decade, vendors have promised to make customer experience easy and comfortable - yet, we still hate calling a contact center. Our service merges customer side information (from the website/mobile app) with the associated voice call. Customers are connected to agents - no annoying menus. Agents get all relevant service data from customer side.
Published: Thursday, May 13, 2021
|1.)||All Ears Ltd|
Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.
We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.
We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.
Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.
Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.
Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.
Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.
|9.)||Unicom Services Ltd.|
Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.
Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.
* Conference systems - audio video terminals, personal and group multipoint conferences.
* Telecom Products - office wired and wireless phones, dect systems, softphones.
* Video conference software for contact centers and offices.
* Unified Communication Solution.
|10.)||Xiamen Mairdi Electronic Technology Co., Ltd|
Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
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