Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Executive Interview : How Has COVID-19 Affected Call, E-mail Volumes In Your Center? - Part 1

If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?

Steven Tippe
Manager, Product Support & Training
FCC AgExpert

"We have seen no variance to the expected contact levels since the virus emerged."

Kai-Ling Chen
Assistant Manager, Lead of Customer Service Analysis
Cathay United Bank

"Volume of Inbound Calls
By and large, the overall service volume has decreased. The influences are elaborated as below.

1. Because of coronavirus, Taiwan government enforces self-management and mandatory home quarantine. Additionally, the government also warns people not to go to public places and reduce the frequency of traveling abroad to lower the possibility of getting infected.

2. Nevertheless, some people who can’t return to their positions because of the pandemic will have needs of late credit card payment or personal loans. Therefore, we expect that the volume of service pertaining to those business will increase.

Adjustment of Management of Customer Contact Center
During the period of coronavirus, employees sometimes are required to do self-management and home quarantine. Under the circumstance where the overall volume decreases, our contact center will arrange employees’ online training to enhance various skillsets. The training program not only includes professional knowledge but also diverse learning content, such as language and coding, to encourage employees to take courses. Furthermore, we encourage our employees to schedule their personal leaves in advance so that there won’t be a sudden burst of vacancy during the period of high volume after the pandemic."

About Cathay United Bank

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensiv... (read more)
Sarah Dastvan
Contact Center Trainer

"The number of calls has increased because all our clients have decided to stay at home and do their work and daily routines on the internet so their internet speed had sharply decreased and they called to handle it. we just put a new emergency message on the IVR and want them to be patient and do not make more calls until 24 hours that we fix the problem."

About MCI

The biggest Mobile communication company of Iran with about 60 Million clients.
David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories

"No change"

About Dynacare Medical Laboratories

Medical Company. Serves the public and private sectors across Canada.
Bupinder Rai
Senior Manager
ICICI Lombard General Insurance

"Increased volume in call. We have set up a special to handle calls related to covid"

About ICICI Lombard General Insurance

ICICI Lombard General Insurance Company Ltd. is a private sector general insurance companies in India offering insurance coverage for motor, health, travel, home, student travel and more. Our value pr... (read more)
Heather Bissell
Director of Customer Experience and Consumer Care
Costa Del Mar Online Store
United States

"At this time, we have not noticed any increase or decrease in any of our contact channels."

Handel Gibbings
Service Desk Director
United States

"Stayed the same, but we continue to get more calls about VPN setup/access because some companies have allowed their employees to work from home."

About CDMS Inc.

Managed Service Provider
Mattie Minas
General Manager, Customer Contact Centres

"remained the same"

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

"We haven't felt any change"

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
Dave D'Arcy - Laughing Leadership
United Kingdom

"Traffic has increased over the last week as companies enquire about Remote VOIP solutions. However we anticpate a decline in traffic as companies suspend operations"

About Dave D'Arcy - Laughing Leadership

Leadership consultant, public speaker, host and coach. Focused on the human behaviour and development that will best enhance personal and business growth. We are here for a good time not a long time!... (read more)
Arif Mehmood
Manager Operations
Luza Corp

"Lead Gen volume has gone down"

Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury

"The traffic tends to increase somehow, and we will do our best to resolve the traffic as fast as we can."

About Directorate General of Treasury

HAI DJPb is a government contact center under the Directorate General of Treasury, Ministry of Finance of the Republic of Indonesia. Our center acts the one and only Help desk answering questions and... (read more)
Mohammadreza Riazi
Trade Manager
Baran Communication Center

"These Communication ways have been decreased, so mostly we try to contact with our customers occasionally"

About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
Director - Central Outreach & Engagement
Landmark Health
United States

"Calls and emails have completed flooded our call centers"

About Landmark Health

Landmark Health is a division of United Healthcare
Rebecca Martin
VP, Marketing
United States


About Calabrio

The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agen... (read more)
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre

"Increased, since we are a hospital..."

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)
Jean-Marie Verdier

"Everything decreased"


WCT INTERNATIONAL is a French company specialized in Customer Service in the fields of Logistics, Customs, and Fiscal representation. We are helping and managing the Customers relations for the accoun... (read more)
Mitesh Shah
Sr. Business Director
United Arab Emirates

"Its almost the same."

About Sutherland

As a digital transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics.... (read more)
Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft

"No significal change so far"

Leonard Chan
Chief Strategy Officer
800 TeleServices

"Depending on which industry, hospitality/airline industries have an unexpected surges due to last minutes change of travelers' travel schedule. Try to reduce traffic through automated announcements or canned messages of waiving of changing / cancellation policy. Other industries like general customer service for consumer goods or FMCG products decline."

Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy

"The online business is increasing so volumes are increasing as well. If you have an outsourcer ask for the maximum flexibility they can provide"

About IGT Italy

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Today's Tip of the Day - Workforce Management Solutions

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

Published: Wednesday, March 25, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Contact Center Assessments


Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =