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Executive Interview : Managing A Team In A Contact Center During A Pandemic

#contactcenterworld

If you manage a team - how have you coped with the change ?

Simon Pearton-Hindley
Head of International Business development
TELUS International
Austria

"The daily activities continue as normal, with the expectation that we now have more remote meetings and spend more time either calling or chatting with each other."

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the ful... (read more)
 
Rendar Mahardhika Putra
Head of Contact Center
Coca-Cola Europacific Partners Indonesia
Indonesia

"We are confident that our strengthened competitive position together with our strong balance sheet, ample liquidity, robust cashflows and a solid credit rating places us in a strong position financially and operationally to emerge a stronger, better business."

About Coca-Cola Europacific Partners Indonesia

Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping... (read more)
 
Brian Flygare
Associate VP; Remote Telemarketing and Client Support Center
Credit Europe Bank
Russia

"The Teams are very flexible; Each day we assess the current situation and adjust;"

About Credit Europe Bank

Retail Bank in Russian Federation; Selling Credit Cards, Consumer Cash, Auto, Travel Loans;
 
Christopher James Stewart
Senior Director | Head of Contact Centre
DHL Express (S) Pte Ltd
Singapore

"More frequent online meetings"

About DHL Express (S) Pte Ltd

DHL 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 inter... (read more)
 
Stephen Pace
CEO
SJS Solutions
United Kingdom

"More communication, More listening."

About SJS Solutions

Founded in 2001 SJS Solutions is a provider in contact center optimisation. It’s no secret that people are the most expensive part of any contact centre operation. How do you motivate, protect, engage... (read more)
 
Eko Wiyanto
Director -- Lead Consultant
Service In Mind - PT. Service Mandiri Indonesia
Indonesia

"Communication would be important things, we also needs to have better schedule if any meeting or some activities and it will be communicate to team. We need to deal with team better time to meet or online activities due to WFH was very challenging. Blended activities between profesional and home, and it needs better understanding of the leader to know about it to still get motivation from team."

About Service In Mind - PT. Service Mandiri Indonesia

We are consulting and training center for Customer Care, focusing to contribute on service and customer engagement area both traditionally and digitally
 
Eric Klein
COO
Cloudonix
United States

"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."

About Cloudonix

Cloudonix, the #DoMore Business Platform, accelerates revenues using Communications. Through it's Software Defined Communications platform, Cloudonix integrates easily with existing on-premise or clou... (read more)
 
Clive Elleforde
CRO
Sovran AI
United Kingdom

"No change effect for us"

About Sovran AI

Sovran provides hybrid NLP voice-powered automation (VPA) to business and contact centers globally in any language. Our technology enables clients to have our VPA in days, ready to deploy for both in-... (read more)
 
Eugene Merckel
Principal Business Unit Head
Merchants SA (South Africa)
South Africa

"Yes, at times it was difficult but was able to cope"

About Merchants SA (South Africa)

Merchants is a customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. We believe that people matter, so we focus on... (read more)
 
Esra Eren
Group Manager
Aegon Turkey
Turkey

"By encouraging my team and by stories of those who succeeded in the tough fight. It is also a great advantage that they can reach me whenever they want."

About Aegon Turkey

Aegon N.V. is a multinational life insurance, pensions and asset management company headquartered in The Hague, Netherlands. At the end of 2012, Aegon companies employed approximately 24,000 people wo... (read more)
 
Jacque Lim
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd
Singapore

"Stay positive and be there for the team when advice or help is needed. Lead operational crisis meeting and prepared to roll up the sleeves to help the team where necessary. Lend a listening ear to their issues at home and see where we as a company could helps out. Remember that we are in this as a team and would help one another through the challenging moments."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
Ikenna Odike
CEO
Outcess
Nigeria

"i have coped very well"

 
Safwan AlZuhaili
Communication Center and Operation Manager
BAB International Corporation
Saudi Arabia

"As we were prepared for any changes, it's was normal changes for all of us."

 
Greg Taylor
Team Leader II
Realpage
United States

"One day at a time. My job is to have a positive impact on one person each day that is within the scope of my influence. If I do that and do it well my team will follow and give their greatest effort daily."

About Realpage

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States... (read more)
 

Today's Tip of the Day - Keep Cost In Perspective

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

Published: Wednesday, April 28, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)
 

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