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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Christopher James Stewart from DHL Supply Chain Singapore Pte Ltd

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.
Covid-19 opened many opportunities for our contact centre. We currently provide services to Singapore Government which led to requests to support Government on their Covid-19 support strategy. The initial request was met with an overnight commencement of 'Stay at Home Notice' support where we managed inbound/outbound queries. This was initially planned as a 6 month project which grew to over 150 FTE over' 9 months. Our delivery success also led to further new projects to support queries on 'Covid Relief Grant' and Safe Travel Office'.

If you operate a contact center how would you describe it today? 100% work from home? work in a socially distanced center ? hybrid? share some details
We have implemented various solutions from 100% working from home to 50% Office, 50% Home and 50% site 1 and 50% site 2

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??
We were able to meet all Government work & movement restrictions with no impact to Customer business operations. This was due to frequent review and testing of our DR/BCP plans. Our major challenge has been touch point to our staff. Team A or Team B have not met face to face at the workplace or outside workplace since April 2020. This has led to use of Skype, Zoom and Microsoft Teams as major means of agent contact and management.

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
Depending on nature of business we have seen increase, decrease during certain periods and others which stayed same volume. Decrease was seen in our logistics support operations when strong lockdown went into affect in Asia Pacific countries such as India

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 have strong tried and tested DR/BCP plans in place. Everything worked as expected.

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?
This was our biggest challenge and constant on-line meetings were held to ensure we listened and acted on agent concerns.

If you could go back in time and could plan for a pandemic, what would you do differently and why?
We would not change anything

How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
We meet every day using Skype, Zoom and Microsoft Teams. The concept works well but initially company bandwidth and security policies raised issues which were quickly addressed

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
I believe due to the agent isolation when working from home they have worked harder

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 plan to revert back to pre pandemic

How do you now train staff? how is this method working?
Staff training has been a major challenge as 1 week in office, 1 week at home using online meeting tools or trainer frequently accessing different sites to conduct training when previously training was conducted at head office. Social restrictions have also limited any large number training sessions.

If you had to recruit new staff, how has this worked for you? Is it easier / harder? please explain
We have found hiring easier due to high number of local people who were made redundant. We also hired staff who were currently furloughed ie Airline staff for short contract periods

What have you noticed in terms of staff turnover since the pandemic? any changes? and why do you think there has been a change (if any)
No change

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 demonstrated we were well prepared and DHL as a company has very strong plans in place for crisis

Do you think the company you work for appreciates staff more and shows appreciation more now because of the pandemic or does it feel like you get the same or maybe even less appreciation?
Yes. Our organization has rewarded staff financially with special payments as a thank you. The organization also listened to the agent and updated plans based on these requests

If you manage a team - how have you coped with the change ?
More frequent online meetings

If you are part of a team that worked closely together face to face how do you feel now working in a different way? maybe more remotely?
No change

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?
Listen and make change if possible

Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
Our agents all work from hone thru secure VPN which protected information

Lastly, any other comments or opinions you can share about the effects of this pandemic on your business or the people working in your company?
For my business the pandemic opened more opportunity to increase revenues and help build and sustain our reputation


About DHL Express (S) Pte Ltd:
Company LogoDHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.
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Today's Tip of the Day - Auto Attendant Options

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

Published: Tuesday, May 18, 2021

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2022 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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