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Executive Interview : We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic? - Part 2

We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic?- part 2

Roy Hazelwood
Manager Customer Contact Centre
Anglicare Sydney
Australia

"Setting up laptops for remote working"

About Anglicare Sydney

A Christian Not for Profit company serving the community and aged care sectors in Sydney
 
Haytham Al-zghoul
Customer service coordinator
Vogacloset
Jordan

"I can make the team work remotely from home to not spread the disease more, also we can ship the products with sterilization and make the customer more satisfied"

 
Dmitriy Kolinko
Independent consultant for managing call / contact centers
Independent
Ukraine

"bought an antiseptic, frequent cleaning"

 
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Sarah Dastvan
Contact Center Trainer
MCI
Iran

"In our company we provide our staff with working from home instead of going to work place"

About MCI

The biggest Mobile communication company of Iran with about 60 Million clients.
 
David Paddon
Director - Customer Care Contact Center Operations
Dynacare Medical Laboratories
Canada

"Preparing for several scenarios with Work from home and remote regional options."

About Dynacare Medical Laboratories

Medical Company. Serves the public and private sectors across Canada.
 
Heather Bissell
Director of Customer Experience and Consumer Care
Costa Del Mar Online Store
United States

"At this time, no actions have been needed in the contact center to manage the pandemic."

 
Haluk Cavusoglu
CEO
Cloudyflex
Turkey

"We have a very small contact centre. Hence not affected much other than some disturbances on the employees side"

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)
 
Garry Schultz
Principal
RotR
Canada

"Not the answer I believe you are fishing for but, fact is, volume will go up as more consumers have time to use entertainment software (like DVD burning and photo enhancement). More use equates to higher volume of TS traffic."

About RotR

Customer Success consultant
 
Charlie Turhan
Director of Channel Development
Call Center Studio
United Kingdom

"We are not the ones that operate a contact center, yet our clients do. Their main desire is to send their agents to their home for a much secure work environment, and almost each and every one of them are now searching for ways to work remotely. Thanks to our scalability, they can easily work from their home."

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.
 
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"For the operations team or contact centres, we split operations team into 2 (people in different teams are not supposed to meet one another even for clients meeting), in some countries all or half working from home, we deployed our relevant technologies and rented laptops. For the calls routing, some calls routed via softphone and some routed to mobile phones. As we covered worldwide business, the solutions would have to tailor to local situation and a standard operating procedure has been circulated for working from home. Temperatures taking daily, hand sanitizer and masks distributed, employee assistance program for those who needed to speak to a counsellor or felt the stress having to manage the situation. All essential business travels would be approved by our Regional Medical Directors."

 
Odudu Ibanga
Team Lead Communications
Slot Systems Limited
Nigeria

"We just maintain very high hygiene level and reduce physical contact. Hand sanitizers were also bought for agents to reduce regular standup"

 
Mohammadreza Riazi
Trade Manager
Baran Communication Center
Iran

"We have decreased also the number of employees, and also the daily work hours"

About Baran Communication Center

our company is a dealing wholesaler, distributor and service provider in the fields of communication.
 
Mark Walton
CEO
Sensée
United Kingdom

"100 % of our agents are home based"

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

"We have redirected certain calls to our Tier 4 groups which consists of RNs, MAs, and Nurse Practitioners to triage certain calls and take appropriate actions when required.
We also have send some of our high risk agents home to take calls from home instead coming into the office"

 
Scott Ross
Executive Vice President Sales and Marketing
Radius Global Solutions
United States

"Most of our change has been around expanding our work at home agent strategy. Moving call volume from one site to another didn't seem like a solid, long term strategy."

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

"We operate from 2 physical sites and have disinfectant for all shared stations. Employees coming back from abroad (anywhere since yesterday) have a 14 day mandatory quarantine. We have daily (more frequent these days) updates on the intranet on measures for the public and staff. We encourage work from home if possible (unfortunately not yet possible for our phone agents)."

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)
 
José Jorge Batista
Portugal

"By following the local authorities advices, suggestions and requests."

 
Hisham Hajar
CC Director
Asiacell
Iraq

"Reducing working hours separate the employees in different locations, start working from home for some agents specially digital team"

About Asiacell

AsiaCell Telecom Company is a Iraqi telecommunications company that offers mobile phone services and Mobile Internet mainly in Iraq.
 
Kyra James
Advisor II Technical Support
Concentrix
United States

"I know they can't make us all work at home or send us with paid days off, but these people travel all around where outbreaks are proven so anything will help us all - face masks, gloves etc would help everyone"

About Concentrix

Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries... (read more)
 
Graham Thomson
Director, Customer Contact Centres
Panago Pizza
Canada

"We have increased daily cleaning activities and work rapidly looking to expand our at-home program."

About Panago Pizza

Panago Pizza is a national Canadian pizza franchise. We serve fresh delicious pizza through our franchises across the country.
 
Massimo Palumbo
VP - Global Data Center and Consumer Services
IGT Italy
Italy

"Everyone is working from home"

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 - Maintaining Customer Notes

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

Published: Friday, March 20, 2020

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2021 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
 

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