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Executive Interview : Working From Home - Exclusive Interview With David Lee from Stanford Health Care - University Healthcare Alliance

Director - Patient Access and Care Coordination
Stanford Health Care
Add Contact

How easy is it to set up a workspace/ home office?
From a health care stand point, due to patient privacy - we have to be very vigilant in making sure all information are indeed secured. First, we have to determine the bandwidth of their internet connection, duo authentication to make sure the connection with Stanford is secured and the necessary proprietary software is loaded on their computer if not working from a company owned computer.

What technology / equipment do you need?
Proprietary software, Duo Authentication, softphone, headset

Do you feel people working from home work harder, about the same or less than those working in an office environment
About the same - depends on their home life

What advice would you give anyone working from home for the first time and how to adapt?
Make sure they have a separate area to work, away from the the rest of the family. Set straight rules to not be disturbed while working and make sure they maintain the same regiment as they would at work

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
I don't think so

How does working from home affect your home life? (for example if you have children, partner etc)
Everyone at home have to realize that you are work, even though physically you are at home

Do you feel like a proper employee? i.e. you are at work when working from home?
Yes

When you work in an office and you leave you disconnect from work - literally. If you work at home how easy is it to dis-connect from work?
Hard but can be done

How do you stay motivated when working from home?
This depends on the supervisor that's managing the process and continuous encouragements works well

How often does your company check in with you?
Consistantly - but at different times unannounced.

What would you say is the best part of working from home?
Don't have to wear a tie

What would you say is the worst part of working from home?
Distractions

Do you feel safer (e.g. don't travel, won't catch viruses from colleagues etc) working from home?
Yes

Do you prefer working from home? Yes/No? Explain why
No - work is work, home should be about family. However, sometimes - life dictated something differently and we have to adapt

How do you measure productivity of home based agents and also availability?
Should be the same as thought they are in the office

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How do you keep in touch with staff during the day?
Jabber or other instant messaging along with screen capture and call monitoring - real time


Today's Tip of the Day - A Welcome Call

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

Published: Monday, April 20, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Omnichannel

 
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)
PH: +1 305 766 3264

4.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.
PH: 1-877-­305-0464

5.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
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®, Aspe...
(read more)
PH: +302109241486

6.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

7.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
PH: 01442 458300

8.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

9.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)
PH: +918866728362

10.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
PH: +1-773-325-0608

11.) 
Noble Systems

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
PH: +61 (0) 3.9008.1700

12.) 
Orbita

OrbitaENGAGE
70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage 
Virtual visits (via telehealth integration,)  andV oice Search and Voice SEO ,
PH: 617-804-5550
 
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