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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Andres Barrios
Cloud Campus Regional Director
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
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David Chacon
Global Growth & New Operating Models Director
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Officer of County 311 Services
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Executive Interview : Members' Comment : If You Could Go Back In Time & Could Plan For The Pandemic...

#contactcenterworld

We asked members this question: If you could go back in time and could plan for a pandemic, what would you do differently and why?

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

"As the meme goes, it was the pandemic that push digital evolution forward more than any senior manager has managed in the past. With this in mind, it would have been good to have developed and utilise our remote capabilities prior to the pandemic."

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

"I will prepare the infrastructure (laptops) earlier, since our contact center agents are currently working with PC Desktop."

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

"Shortage of masks; Proper materials for properly cleaning hands; there was a short supply in Russia ; it would have been useful to have a reserve"

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

"We would not change anything"

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

"Nothing"

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

"No, We will have the same working pattern as previos."

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
 
Eugene Merckel
Principal Business Unit Head
Merchants SA (South Africa)
South Africa

"Ensure that we had the appropriate number of Laptops and network dongles in place."

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)
 
Saravanan Belusami
Ceo Ptvads
PT VADS Indonesia
Indonesia

"Perhaps in terms of how to design the contact center floor to have the 1 meter distance at least, contract with client perhaps able to cater this type of emergency and solutions related to WFH"

About PT VADS Indonesia

We provide Contact Center and Digital Services Solution, Customer Services Learning Center, Human Capital Management, Omni-channel Strategy, Contact Center as a Service (CCaaS), Blockchain Secure Auth... (read more)
 
Esra Eren
Group Manager
Aegon Turkey
Turkey

"I wouldn't do something different. because the process worked very well."

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

"Having a very detailed and solid operating procedure for full work from home guidance. We do have one in the past however during COVID waves, we have learned a lot more of new items to be included into the operations procedure as guidelines for staff."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
Ikenna Odike
CEO
Outcess
Nigeria

"i would have purchased more laptops for easy remote work"

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

"Nothing, will continue as a same."

 
Greg Taylor
Team Leader II
Realpage
United States

"I believe that leadership handled the pandemic to the best of their ability and that has made us a stronger and an even more viable and profitable company, Realpage!"

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)
 
Todd Wilcox
Customer Care Specialist Sr
Whirlpool Corporation
United States

"I would have stocked up on toilet paper! lol I was not aware of what was going on and could not understand why I could not find toilet paper in 3 stores or on Amazon. I asked someone in the store and that is how I found out."

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a major appliance manufacturer, with approximately $21 billion in annual sales, 93,000 employees and 70 manufacturing and technology research centers in 2016. The... (read more)
 

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Friday, April 16, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Training

 
1.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

2.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
 

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