CORONAVIRUS (COVID 19) - FORCING YOU TO WORK FROM HOME?!
Watch our Video with some tips (view here)
Executive Interview : Recommendations To Help Manage The Virus Impact. - Part 2
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?
Chefe de Equipa Back Office
"All of us on a daily basis with or without viruses should always have the proper hygiene care such as hand hygiene whenever we go and leave the bathroom.
If we all took these measures daily, this virus probably wouldn't even exist at this point."
ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
Cathay United Bank
"The management in customer contact centers should ascertain all resources at hand, including location, space, human power and system. If the intelligent customer service and VDI are not ready, we suggest the following measures can be taken.
1. Employee backup plan: You can proactively collate all employees’ skillsets. By separating employees who share similar job function into different groups and assigning them to different working offices, you can prevent sudden business shutdown because of infection.
2. Working space backup and segmentation plan: You can carefully plan and adopt distributed working practice. Otherwise, you can segment working space into different regions and monitor the employees’ traffic flow. Once there is a confirmed case in one working space, coworkers in backup offices can still perform their duties."
Medical Company. Serves the public and private sectors across Canada.
Service Desk Director
"We continue to stress proper cleanliness and overall sound personal hygiene. Above all, stress to the employees that you will not put anyone at risk just to "keep the lights on". That often goes a long way in ensuring everyone knows the company cares about them."
Managed Service Provider
General Manager, Customer Contact Centres
"Splitting the teams up. I am utilising our Disaster Recovery Site for half the Contact Centre to minimise the risk of infection across the Contact Centre.
As we are 24/7 our overnight shifts will commence WFH
Lastly, we are exploring WFH options for all staff"
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)
"If you do not have a Disaster Recover Plan now is the time to put one together... basically document the steps (and missteps to avoid) your team is managing RIGHT NOW. Everything from pre-vetted (mtkg & legal) notices of reduced services to WorkFromHome technology/infrastructure."
Customer Success consultant
InterGlobal Management Group
"Think through where best to place BCP and maybe this will be home working’s Coming of Age"
Call Center Studio
"Our approach and main objective was to provide assistance in any way we could, which is the ability to work remotely in this virus situation. What I would suggest is to seize the opportunity to get a better understanding of customers needs, and to try your very best to help them."
Google Powered Cloud Call Center: For companies running a call center operation that are frustrated with the high cost, complexity and difficulty of the conventional systems, Call Center Studio by Alo... (read more)
Sensée HomeAgents handle customer contacts for leading UK businesses on an outsourced basis. With 12 years experience and over 500 employed HomeAgents, we have a solid record of outperforming traditio... (read more)
Stanford Medicine / University Healthcare Alliance (UHA) is a wholly owned subsidiaries of Stanford Health. UHA is a vital medicine arm of Stanford and acts as the neighborhood representation that fee... (read more)
Customer Contact Center Manager
DHL Express Pakistan (PVT) Limited
"Promote good hand hygiene
Provide handsantizers next to all doors and biometric devices
Encourage use of hand sanitizers
Provide masks to staff and encourage their use
Discourage handshakes and other physical skin on skin contact
Reduce and/or eliminate closed doors meetings and town halls
Have a work from home plan (Now running)
Minimise travel to bare minimum
Enforce 14 days quarantine for all who have to travel to affected destinations"
DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider in the logistics industry. DHL commits its expertise in international express, air and oc... (read more)
"For contact centers, being adaptive and having plans in place to allow for flexible work environments is always a good idea whether due to seasonal peaks, unexpected business changes, natural disasters or global health impacts. Right now, we’re seeing many contact centers needing to act effectively in the following areas to manage the effects of COVID-19 on their business:
Surge capacity - To adjust quickly, contact centers should leverage technology for efficient team expansion and staffing management and oversight. Having a mobile app that contract agents can access as needed allows them to update their availability at any time, giving contact centers managers greater visibility into staffing possibilities. Apps also give contact centers managers the ability to proactively reach out to flexible contractors. Staffing can be enabled to meet high contact volumes via agent self-service automation, where schedules update immediately based on agent requests and availability, without manual supervision.
While an immediate move to the cloud might not be possible, those that have SaaS (Software-as-a-Service) should see how they can efficiently scale or condense their software usage to match customer needs.
Expanded remote work - As companies look to quickly transition agents from centralized settings to at-home work, without disrupting vital workflows, mobile-ready solutions, such as workforce management tools, can allow operations teams themselves to work remotely and to plan a newly remote agent team.
COVID-19 related reporting: If agents are handling coronavirus-related issues, contact centers need to use the analytics, reporting and quality tools available to them to support agents and keep executive teams informed. And when teams return to business as usual, they need to continue to use data-deciphering tools to understand how the business was impacted and how it is recovering."
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce managemen... (read more)
Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
"Try to implement work from home, if possible. Ask employee without children for their availability (since school is likely to be suspended, they may have additional availability)"
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)
"Follow local authorities advice."
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)
Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
ICICI Lombard General Insurance Company Limited is one of the leading private sector general insurance companies in India. It is engaged in general insurance, reinsurance, insurance claims management... (read more)
IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.
Today's Tip of the Day - Adherence
Published: Tuesday, March 24, 2020
2020 Buyers Guide Analytics
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
|7.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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