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Executive Interview : Working From Home - Exclusive Interview With Sue Coe from Queensland Urban Utilities

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

Do you feel people working from home work harder, about the same or less than those working in an office environment
All of the above - some describe it as harder due to the social aspect and too many distractions and others love it.

What advice would you give anyone working from home for the first time and how to adapt?
Don't get distracted, kept focussed, act like you would at work, keep connected to your team mates via skype, email, chat, voice

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
Yes - improves

How does working from home affect your home life? (for example if you have children, partner etc)
Yes - less travel time etc has a positive impact

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

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?
Very easy - you need to be disciplined not to do it.

How do you stay motivated when working from home?
Focussed on tasks, set small targets, connect with team members

How often does your company check in with you?
They don't check in on me, they are connecting with me.

What would you say is the best part of working from home?
Autonomy and trust

How easy has it been to make the transition and what lessons did you learn along the way?
Very easy - we set up our contact centre to work like this one day - and it is coming true.

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

How do you control distractions at home - for example children, dogs etc.
don't have any of that

Do you prefer working from home? Yes/No? Explain why
yes and no - i like the isolation but also the social aspect of working in an office

How do you measure productivity of home based agents and also availability?
same way as in the office -

How do you ensure security of information?
trust in our people doing the right thing

How do you ensure staff work to the same high standards when they are an office?
trust in our people

How do you keep in touch with staff during the day?
call, email, skype

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

Published: Tuesday, April 28, 2020

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2023 Buyers Guide
Get Listed
Recording

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.)

ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.)

Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.)

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.)

MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.)

Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.)

Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.)

OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.)	PCS Software PCS GD Call recording solution fully integrate to all main pbx solutions.

10.)

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.