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Executive Interview : Working From Home - Exclusive Interview With Denis Charron from Mcgill University Health Centre

Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Add Contact

How easy is it to set up a workspace/ home office?
Fairly easy.

What technology / equipment do you need?
Good Internet access (my end), good antivirus (my end) + good connectivity platform (employer's end)

Do you feel people working from home work harder, about the same or less than those working in an office environment
They can usually do more in less time. However in the covid-19 crisis, if the person and his entire family is isolated at home, productivity may be lower (ex: having to care for children)

What advice would you give anyone working from home for the first time and how to adapt?
Create a distinct "work space" that can be left behind once the work day is done (not the bed, not the couch). If this is not possible, once work is over, put away (out of side) all work implements so that home space becomes home again.

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
Less stress, more time for sure but also, less social interaction. It can also become a problem if work continues beyond defined work period (ex: constantly answering emails outside work schedule)

How does working from home affect your home life? (for example if you have children, partner etc)
I don't have children but if my spouse is at home when I am working we do not talk to each other during work time (aside from lunchtime).

Do you feel like a proper employee? i.e. you are at work when working from home?
The sense of belonging is definitely lessened the more an employee works from home. You feel more like a "Hired gun" or a "consultant" rather than an employee. The employer needs to compensate for that. Certain employees need more social interaction and will not thrive in a work from home environment.

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?
It is imperative to be able to leave the work area at home as well.

How do you stay motivated when working from home?
Objectives need to be defined as tasks that have defined deadlines ans be scheduled. Coordination meetings (either in person or virtual) need to have frequently. I see twice a week as a minimum. Daily touch points are ideal if the employee is usually remote.

How often does your company check in with you?
Daily.

What would you say is the best part of working from home?
Given no transit, the speed at which one can transfer from work mode to home/family mode

How easy has it been to make the transition and what lessons did you learn along the way?
Yes, it's been easy but the lesson: there is an important social component of working on site and that needs to be compensated somehow.

What would you say is the worst part of working from home?
It's harder to access a coworker/boss when you need some help or you want to discuss/validate what you are doing.

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

How do you control distractions at home - for example children, dogs etc.
The same as how I control distractions at work: Identify, then remove the distraction.

Do you prefer working from home? Yes/No? Explain why
I actually prefer a mixed home /office schedule (ex: 2 or 3 days at home, the rest at work)

How do you measure productivity of home based agents and also availability?
Output. Expectations need to defined as output, which is measurable at a distance. For Call center type of employment the ACD should be able to report of availability through statistical reports

How do you ensure security of information?
Define minimum parameters for home equipment

How do you ensure staff work to the same high standards when they are an office?
Measure output/production not attendance. Define requirements to reflect the actual business need and don't try to measure what you can't (ex: is he/she sitting at their desk or walking around when taking a call)


How do you keep in touch with staff during the day?
Schedule "one on one" and group meetings. Prefer Skype to the phone, if possible.

Any other comments you would like to share about working from home - the good or the bad?
Be conscious that the the changed environment will have an impact and be prepared to adjust when the impact is negative as some of it will be negative.


About Mcgill University Health Centre:
Company LogoThe 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 care. Affiliated with the Faculty of Medicine of McGill University, the MUHC continues to shape the course of adult and pediatric medicine by attracting clinical and research expertise from around the world, assessing the latest in medical technology, and training the next generation of medical professionals. In collaboration with our network partners, we are building a better future for our patients and their families; for our employees, professionals, researchers and students; for our community and above all, for life.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, May 4, 2020

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2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all 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®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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