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Executive Interview : Working From Home - Members Comments - Part 3

In the midst of the COVID-19 pandemic, we asked how does working from home work or not!

Ine Intan Sari
Service Manager
Telkomsel
Indonesia

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

How does working from home affect your home life? (for example if you have children, partner etc)
"I can closely monitor my children at the same time I am working, i can do another job (cooking, workout, etc) in the same the time I working."

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?
"We arrange all meeting ar discussion until 5 PM, after that we coordination via WA group like usual."

About Telkomsel

Telkomsel is a cellular operator in Indonesia. Telkomsel expands to digital business, including Digital Advertising, Digital Lifestyle, Mobile Financial Services, and the Internet of Things. To serve... (read more)
 

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Simona Botner
Project Manager
Mediatel Data Srl
Romania

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Sometimes - if the period is too long."

How does working from home affect your home life? (for example if you have children, partner etc)
"It's hard but Work from Home teaches us every day to be good organizers."

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?
"I disconnect easily at home because I have kids."

About Mediatel Data Srl

Mediatel Data Contact Center Technology Creator Established in 1996, Mediatel Data Company has stood out over time as a pioneer of technology innovations in the Call and Contact center industry in E... (read more)
 
Latekia Bryant
United States

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"More leisure, less money spent on gas and food"
How does working from home affect your home life? (for example if you have children, partner etc)
"It provides good work life balance. My family knows there are certain hours I work and the rest of my time belongs to them"
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's a little harder but having a space specifically for work helps because when you leave that area, you're "disconnected""

 
Bhavna Basu
Sr. Consultant - IT MIS & Data Science And GTSFM team
Concentrix
India

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Not Really. If you organized your work, WFH option is actually take care your health"

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?
"no Disconnection for work . Only disconnection on office Gossip"

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)
 
Lance George
Managing Director
SONKAY
South Africa

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Absolutely, it impacts your financial life, emotional life and overall well being positively."
How does working from home affect your home life? (for example if you have children, partner etc)
"I have the ability to schedule work so that I am able to spend time with my family, especially with sporting events."
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?
"That is a challenge, not very easy to disconnect from work. However, just like in the morning when you set a routine, you have to do the same for your end-of-day as well."

 
Gnana Subramanian Pichumani
Manager
Aalayam
India

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"No it increases quality of life."
How does working from home affect your home life? (for example if you have children, partner etc)
"Its easier if its a night shift. Day shift is a challenge."
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?
"Makes no difference to me as colleagues are available to call"

 
Nadeem Azam
Consultant
Bent Consultancy
Pakistan

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

 
Deddy
Chief Marketing officer
PT VADS Indonesia
Indonesia

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Yes. WFH can increase quality of life and reduce traffic in street and save electricity and pollution create Go Green environment."

How does working from home affect your home life? (for example if you have children, partner etc)
"We can still watch our kid at home and they see our work every day"

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?
"We still need go to office, for hardcopy signed, printed document, store important doc or contract , etc"

About PT VADS Indonesia

We provide Contact Center and Digital Services Solution, Customer Services Learning Center, Human Capital Management, Omni-channel Strategy, Contact Center as a Service (CCaaS), Blockchain Secure Auth... (read more)
 
Umesh James
Business development
National Institute of Business Management
India

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"No"

How does working from home affect your home life? (for example if you have children, partner etc)
"No issues"

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?
"Yes"

About National Institute of Business Management

We give admissions and offers courses to mba seekers.
 
Irshad Ahmad
Tech support
Appen
India

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Yes....more time to enjoy life with family and friends and freedom to move anywhere"

 
Bahadur Shahmeer
Customer Service Executive
Ufone
Pakistan

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"No"

How does working from home affect your home life? (for example if you have children, partner etc)
"It doesn't affect but one can manage better routine"

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 
David Lee
Retired - Director of Patient Access and Care Coordination
Stanford Health Care
United States

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"
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"

 
Denis Charron
Optimization and Process Expert (Telephone Access and Client Services)
Mcgill University Health Centre
Canada

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)."

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."

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)
 
Sue Coe
Contact Centre Manager
Queensland Urban Utilities
Australia

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"
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."

 
Satish Nair
Chief Executive Officfer
Luminous Training & Placement Services
India

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Yes - The quality of outswinging to action declines from comfy rest houses"
How does working from home affect your home life? (for example if you have children, partner etc)
"Concentration to tasks becomes rigorous & intensive owing to spouse interventions on regular basis."
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 hard"

 
Elike
Founding Partner
Abelway Technologies Ltd
Ghana

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Yes positively"
How does working from home affect your home life? (for example if you have children, partner etc)
"Positive"
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?
"Not easy. I tend to work more hours when at home"

 
Dany Nurwendo
Head of Customercare Operational
PT Smartfren Telecom Tbk
Indonesia

Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
"Not impact for ops team since supervisor above ready 24 hours by 7 days but off course there is family also in home that the totalities of work will be different between in office and home."

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 very easy."

About PT Smartfren Telecom Tbk

Smartfren (previously named Mobile 8, smart, fren, esia, Hepi, AHA and BOLT!) is a telecommunications service provider based on 4G LTE Advanced technology which is an advanced development of 4G.
 

Today's Tip of the Day - Quality Of Service

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

Published: Monday, March 30, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

4.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

5.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

6.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

7.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

8.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
(read more)

9.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

10.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

11.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

12.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

13.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

14.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

15.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

16.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

17.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

18.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

19.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

20.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
 
Page: 12

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