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Alex Hamberger
Director Of Strategic Accounts
Blitzz
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Director, Customer Service
Nordic Naturals
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Executive Interview : We Asked Members Who Run Centers How Have You Adapted To Manage the Covid-19 Pandemic?

If you operate a contact center how have you adapted to manage the pandemic?

Dimitri Pratamaputera Irman
Customer Voice Management
Pertamina
Indonesia

"Protect your employees!
- We can start to draw a plan and executing the plan to support and to protect our employees that is consistent in our government and company's conservative and protection policies.

Set up a functional response team.
- Create a response team and choose a higher rank person to report it directly to company CEO

Set-up a strict ground rules
- set-up a strict rule and apply it to all member of the staff to prevent strain transmission inside the company building."

About Pertamina

Pertamina is Indonesia's state-owned enterprise (SOE) that is active in the upstream and downstream sectors of the oil and gas industry. The upstream sector covers the exploration and production of oi... (read more)
 
Charles Jackson
Vendor Manager
Grabtaxi
Singapore

"We have BCP’s in place that allow us to utilise space in our outsourced partners as well as in house, as well in some cases additional contact centre space not currently utilised"

 
J
20 South Partners, LLC
United States

"Focus on remote work / WFH plans and disaster recovery."

 
Jassica Ong
Team Lead
ST Electronics
Singapore

"We exercise social distancing by working in separate offices/rooms and also have lunch break at different time slots without overlapping to eliminate/minimize opportunities to interact physically."

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

"At this moment we have DGS directions as well as internal prevention measures that we have to follow, for example:
- Inform direct management and proceed to the isolation area;
- Contact 24 Health Line - 808 24 24 24;
- SNS talks to work and identifies whether it is a suspected case or not."

About ManpowerGroup Portugal

Companies must have a clear picture of the outcome needed to win - now and in the future - and accelerate their business strategy. The successful ones know more than just the number of people needed t... (read more)
 
Steven Tippe
Manager, Product Support & Training
FCC AgExpert
Canada

"All of our employees are equipped with laptops and while it's not something we've ever instituted before, are capable of working from home. Internally, we've bumped up the messaging around staying home if you're unwell and how to reduce the spread of germs in the workplace. (Hand washing/sanitizing, sneeze/cough into your arm or elbow, not your hand, etc)"

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

"We cope with pandemic influence on our customer service from three different angles, space management and backup, employee management and backup, and system support.

1. Space backup: CUB’s customer center has 5 offices located at three different sites.

2. Space segmentation: The spaces in 5 offices has been divided into different blocks and fixed traffic flows. Such measure can lower the chance of cross infection and complete shutdown due to an office outbreak.

3. Employee backup: Employees in our customer center are equipped with multiple skillsets so that we can adjust our working group according to different situations or assign members to support coworkers in other offices.

4. Intelligent customer service resources: Our intelligent customer service, a virtual customer assistant, can cover more than 90% of the center’s operation. If the pandemic severely influences our workforce, our intelligent customer service is still able to cope with a majority of problems.

5. Work from home: Our intelligent customer service will be the front-line to handle customers’ problems. If those questions can’t be addressed by the system, our quarantined CSRs are still able to take over the job."

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)
 
Roger Calix
Manager
Caribbean Contact Center
Honduras

"First, with the awareness of the agents, giving them recommendations and giving them gel and disinfectant towels, we also stopped using the access control biometric."

 
Handel Gibbings
Service Desk Director
CDMS Inc.
United States

"We currently have a provision that we can employ where our agents will be supplied IP phones and the phone system can direct calls to them so they can work remotely while they connect via our company's VPN. It has not been employed yet as we're waiting on direction from governmental authorities."

About CDMS Inc.

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

"Promoting Health and Hygiene as the number 1 priority for all staff
Doing our best to minimise panic and ensuring communication from the Senior Leaders is frequent"

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)
 
Anne joy Nakalanzi
Sales manager
Uganda

"Avoid contact with persons such as shaking hands, hugging, and also always washing my hands using soap and water."

 
Dave D'Arcy
Founder
Dave D'Arcy - Laughing Leadership
United Kingdom

"We have implemented a work from home approach. All agents and managers are operating from home using cloud based products"

About Dave D'Arcy - Laughing Leadership

Leadership consultant, public speaker, host and coach. Focused on the human behaviour and development that will best enhance personal and business growth. We are here for a good time not a long time!... (read more)
 
Elizabeth Glagowski
Public Relations
TTEC
United States

"Staggered work hours, at-home expansion, temporary sites. Lots of communication."

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)
 
Duncan Wallace
Principal
InterGlobal Management Group
Australia

"Our delivery centres are in Kenya and South Africa with no impact to date as cases in Africa negligible so far"

 
Arif Mehmood
Manager Operations
Luza Corp
India

"We will allow work from home"

 
Nugroho Juli Purnama
Head of Customer Service
Directorate General of Treasury
Indonesia

"We are making policy to minimize contact with others even among the agent itself. Also, we are terminating the face to face service at the moment."

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)
 

Pakistan

"I have increased software support and have allowed the agents to work remotely from home or from the place of their convenience. so that they can still work however it has increased the security risks regarding sensitive information and Network Security"

 
Adam Nagy Tyukos
Senior Account Manager
Crome Communication kft
Hungary

"Policies for sanitation
Policies for checking health status
Backup plan for home-office, and complete closure"

 
Leonard Chan
Chief Strategy Officer
800 TeleServices
China

"Promoted automated service; artificial intelligence robot solution; home agent solution.
Issue COVID-19 precautionary and preventive guidelines to all staff; supply employee necessary protection items such as protective mask, disinfectant alcohol, hand sanitizer, etc. Strengthen communication with employees to comfort staff concern on the pandemic and eliminate untrue rumour."

 
Skuli Skulason
Managing Director (CXO)
Reykjavik Energy
Iceland

"Yes we have by as soon as the government issued emergency status we sent almost everyone home with their office equipment and have been running the company that way for a week."

 

Today's Tip of the Day - Record Unsolicited Customer Feedback

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

Related Editorial

Published: Thursday, March 19, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.
2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.
3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
6.) 
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.

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 need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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