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HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Elizabeth Glagowski from TTEC

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.

If you operate a contact center how have you adapted to manage the pandemic?
Staggered work hours, at-home expansion, temporary sites. Lots of communication.

What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?
Put your people first. Be transparent. It's a fluid situation so people understand we don't have all the answers. We have cross-functional calls multiple times a day to stay on top of the situation and maintain the health and safety of our employees above all else.

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.

If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
Global contact center and customer experience solutions company.

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Lastly, any other comments or opinions you can share about the effects of this virus on your business or the people working in your company?
It's brought out the best in people. We are all in this together across our locations and business units around the world. The health and safety of our employees and communities is our number 1 priority.


About TTEC:
Company LogoTTEC 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 Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
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Today's Tip of the Day - Look After Your Agents

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

Published: Monday, April 27, 2020

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2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
 
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