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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?

Jassica Ong
Team Lead
ST Electronics
Singapore

"Place sanitizers at various stations in the office. Remind staff to practice high standards of personal hygiene. Have masks ready for staff who suddenly feel ill while at work and ensure they seek medical advice immediately."

 
Lígia de Sá Oliveira
Chefe de Equipa Back Office
ManpowerGroup Portugal
Portugal

"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."

About ManpowerGroup Portugal

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

"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."

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)
 
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David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories
Canada

"Prepare for the worst case. Use other regions if possible."

About Dynacare Medical Laboratories

Medical Company. Serves the public and private sectors across Canada.
 
Bhupinder Rai
Team Leader
ICICI Lombard General Insurance
India

"Advertise and practice hygiene."

About ICICI Lombard General Insurance

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)
 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"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."

About CDMS Inc.

Managed Service Provider
 
Mattie Minas
General Manager, Customer Contact Centres
Spotless
Australia

"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"

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)
 
Garry Schultz
Principal
RotR
Canada

"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."

About RotR

Customer Success consultant
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"Think through where best to place BCP and maybe this will be home working’s Coming of Age"

 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"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."

About Call Center Studio

Call Center Studio is the world’s first call center built on Google, is one of the most full-featured enterprise-grade systems, is easy to use, and is the price-performance leader.
 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

"Fortunately, we haven't had a crisis in Nigeria but plans should always be made by the company for emergencies as such to avoid affecting business."

 
Mark Walton
CEO
Sensée
United Kingdom

"Home work fully."

About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 
David Lee
Retired - Director of Patient Access and Care Coordination
Stanford Health Care
United States

"Other than be very vigilant on cleaning your area, if possible - have them take calls from home via soft phones setup"

 
Asad Qasmi
Customer Contact Center Manager
DHL Express Pakistan (PVT) Limited
Pakistan

"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"

About DHL Express Pakistan (PVT) Limited

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)
 
Rebecca Martin
VP, Marketing
Calabrio
United States

"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."

About Calabrio

Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Managemen... (read more)
 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"Other than the advice that we've been seeing about educating people to wash their hands, keeping their work areas, clean, social spacing, etc., work at home seems to be the only logical plan"

About Radius Global Solutions

Radius is a global provider of business process outsourcing, including customer acquisition, customer care, and support, and collections.
 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

"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)"

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)
 
Yuvaraj
Executive
ABC
India

"keep a way from infected people and if as possible our office work fro home & use of guideline of every government health department"

 
José Jorge Batista
Portugal

"Follow local authorities advice."

 
Jean-Marie Verdier
Director
WCT INTERNATIONAL SAS
France

"If this is possible, allow employees to stay at home and work from there"

 
Mitesh Shah
Sr. Business Director
Sutherland
United Arab Emirates

"Utilize Work at Home solution as a BCP and work in Active-Active mode. Shift Management depending on revised Spikes."

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
Hungary

"Create the IT and process background of agents working from home
Create fall-back plans with clients for partial/complete suspension of services"

 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"Segment business groups as much as possible. Implement work form home pre-emptively. Clean, Clean, Clean."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Andrew Begnoche
Director of Operations
Holdcom
United States

"As a PSA we produced default safety and informational greetings anyone can download and use. Feel free to share the link https://www.holdcom.com/coronavirus-messages/"

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

"Start immediately to plan and check the feasibility to have everyone working from home, wherever you are"

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 - Invest The Time

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

Published: Tuesday, March 24, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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