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Executive Interview : Recommendations To Help Manage The Virus Impact. - Part 1

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?

Dimitri Pratamaputera Irman
Customer Voice Management

"- give a free mask everyday to every sick staff or prevent them entering building premises (work from home)

- optimalize a video conference for any staff who work at home so they can keep productive and functional.

- a medical check up before and after entering the building.

- free influenza vaccination shot to all employees once a year"

About Pertamina

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Vent... (read more)
Charles Jackson
Vendor Manager

"Make sure you have effective BCP’s in place, look at other office space you have that is not utilised. Twice daily temp checks, isolate staff who have colds, look at work from home options, regular sanitse the contact centre. Conduct dry runs of your BCP"

20 South Partners, LLC
United States

"Be proactive about communications to employees, customers and vendors."

Roy Hazelwood
Manager Customer Contact Centre
Anglicare Sydney

"Use video conferencing and train in hand washing and no contact split team's to different locations and no nonessential travel"

About Anglicare Sydney

A Christian Not for Profit company serving the community and aged care sectors in Sydney
Steven Tippe
Manager, Product Support & Training
FCC AgExpert

"Plan to deal with the problem before it occurs. Almost everyone has a disaster plan, go through it and identify any gaps this situation might introduce and fill those gaps in before you have to enact the plan. (Laptops, softphones, USB headsets) Communicate often and transparently with employees about what you're doing to manage the situation."

Dmitriy Kolinko
Independent consultant for managing call / contact centers

"wash hands more often with operators, ventilate the room and wet cleaning"

Roger Calix
Caribbean Contact Center

"I think that the most recommendable thing is that if cases arise, that cases are sure to arise, people who may be infected should be sent to the hospital and in extreme cases seek alternatives to operate from their homes."

Heather Bissell
Director of Customer Experience and Consumer Care
Costa Del Mar Online Store
United States

"Be open & flexible to try new things. Something that may not have been considered in the past may need to be looked at now as a new way to do business. Be flexible with staffing - can cross-functional areas of the business step in to help each other out."

Haluk Cavusoglu

"Using Online Meeting tools as much as they can"

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
Senior Director EMEA Customer Care
RingCentral UK Ltd
United Kingdom

"Cloud solutions will allow operations to work from any location. Companies like Vonage have a CCaaS and UCaaS solution"

About RingCentral UK Ltd

RingCentral, Inc. provides cloud-based business communications solutions. The Company enables to communicate via voice, text, video and web conferencing, and fax on multiple devices, including smartph... (read more)
Elizabeth Glagowski
Public Relations
United States

"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."

About TTEC

TTEC 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 Digita... (read more)
Arif Mehmood
Manager Operations
Luza Corp

"Help employees set up kind of skeleton infrastructure at home and allow them to work from home."

Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury

"I think all contact centers should isolated themself and encourage agents to work from home rather than go and meet other people at the office. It will affect the service but I suggest not all channels should be a lockdown, people can still reach us from email or chatting."

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)
Jacque Lim
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd

"Equipped your staff with the correct COVID-19 information to avoid unnecessary panic or exploit of MCs to stay at home.

Defer all none essential travel either business or leisure.

Employee engagement via virtual videos and motivation, food and transport arrangement for those in places with partial lock down.

Constant communication and briefing by medical experts, do not be influenced by fake news over social media."

About United Overseas Bank Ltd

United Overseas Bank Ltd
Mohammadreza Riazi
Trade Manager
Baran Communication Center

"We suggest take time to think about ideas which can help them avoid being infected by the virus"

About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.


"Say it out Loud. Seek Assistance if needed. Collaborate with other similar businesses in the market Build a co working space till there is a solution to this pandemic"

Susan Kendall
United States

"Create a remote workforce plan, automate HR, Payroll Processing and Leave Management online. Add an on-demand pay feature that lets employees draw money when they need it directly from their cell phone and not have to wait until payday and come into the office to pick up a check. Use pay-cards for employees whom do not use banking or online banking."

About Tapcheck

Tapcheck offers a free for Employers highly-impactful financial wellness benefit that employers can offer to their employees that automates the ability for employees to access their earned pay on-dem... (read more)
Hisham Hajar
CC Director

"To have the right infrastructure to enable working from home to all employees"

About Asiacell

AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
Leonard Chan
Chief Strategy Officer
800 TeleServices

"Have to promptly and effectively address any staff concern as everyone will be nervous and there is plenty of untrue news on the internet. Also need to correctly manage client's / customer's expectation upfront during this crisis situation to minimize unnecessary stress to among all parties"

Skuli Skulason
Managing Director (CXO)
Reykjavik Energy

"Split up the groups of people and let as many as you can work remotely. The issue at my company is not stopping people from being infected, it is prevent losing to many to isolation at the same time and we will not be able to run the key elments of the business."


Today's Tip of the Day - Plan Training In Advance

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

Published: Monday, March 23, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide SaaS Solutions


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.

- 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)


We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

About us - in 60 seconds!

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Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

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