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Executive Interview : Working From Home - Members Comments - Part 5

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

Ine Intan Sari
Service Manager

How do you measure productivity of home based agents and also availability?
"We have a dashboard so we can monitoring from it (with access dashboard using VPN)."
How do you ensure security of information?
"We used internal access company only."
How do you ensure staff work to the same high standards when they are an office?
"We still monitoring progress and result from their work."
How do you keep in touch with staff during the day?
"Concall, what's app group."
Any other comments you would like to share about working from home - the good or the bad?
"The point is work from home is good if employee can manage their time and be responsible with that."
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)
Simona Botner
Project Manager
Mediatel Data Srl

How do you measure productivity of home based agents and also availability?
"By completing my tasks - list of to do's."
How do you ensure security of information?
"We have secure connections."
How do you ensure staff work to the same high standards when they are an office?
"Everybody is tracking everybody, we are a team."
How do you keep in touch with staff during the day?
"We are using calls, video calls, chat groups etc."
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)
Roy Iskandar Kusuma W
PT Bank Capital Indonesia Tbk

Any other comments you would like to share about working from home - the good or the bad?
"All employees that are allowed to work from home, already given the trust as responsible adults and they are expected to have integrity to finish their job as if they work in the office."
About PT Bank Capital Indonesia Tbk

an Indonesian based financial institution engaged in the provision of retail and commercial banking products and services.
Bhavna Basu
Sr. Consultant - IT MIS & Data Science And GTSFM team

How do you measure productivity of home based agents and also availability?
"Either Home or Office everywhere its require concentration and organize skill require to complete your job.If this is good your productivity will be more"
How do you ensure security of information?
"Depends the staff behavior and Company security Policy"
How do you ensure staff work to the same high standards when they are an office?
"I am using team meeting on fixed time so that my junior will not feel that their manager is not with them."
How do you keep in touch with staff during the day?
"online Team meeting via Skype or MS team, and its mandatory. Kind of Virtual Office.. I am using for my team"
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
South Africa

How do you measure productivity of home based agents and also availability?
"With cloud based systems, you able to have the exact same measurements in place that constitutes productive and available hours, so no different in how its measured when at the office."
How do you ensure security of information?
"All cloud based system should be compliant in the various security disciplines."
How do you ensure staff work to the same high standards when they are an office?
"Trust is a part of it and also the ability to do the same checks remotely that would have been done in an office"
How do you keep in touch with staff during the day?
"Zoom huddle sessions with everyone's camera on.."
Any other comments you would like to share about working from home - the good or the bad?
"While I believe in the work-from-home model, it is optimal for individuals that are self-managed, self-motivated and understands that without these attributes, working from home and being productive, will be hard."

Gnana Subramanian Pichumani

How do you measure productivity of home based agents and also availability?
"Remote Desktop monitoring is a stringent method where no agents can lie. if an agent is not available for more than couple of minutes the RD shuts down."
How do you ensure security of information?
"RD is the best hence security can't be breached."
How do you keep in touch with staff during the day?
"Social media."

Nadeem Azam
Bent Consultancy

How do you ensure security of information?
"Communicate into specified closed user group only."
How do you ensure staff work to the same high standards when they are an office?
"Keeping Close contacts with team and staff."
How do you keep in touch with staff during the day?
"Phone / Email"

Deddy Hermansyah
Chief Marketing officer
PT VADS Indonesia

How do you ensure security of information?
"used VPN and firewall"
How do you ensure staff work to the same high standards when they are an office?
"using app abbsenteism on line and video con and dashboard login status"
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), Unified Communications... (read more)
David Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

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

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

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."
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

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"

Satish Nair
Chief Executive Officfer
Luminous Training & Placement Services

How do you measure productivity of home based agents and also availability?
"By Mail MIS - daily format"
How do you ensure security of information?
"Control acess on mail communications"
How do you ensure staff work to the same high standards when they are an office?
"There is no measure on such elements. Trust is the only factor"
How do you keep in touch with staff during the day?
"By Cell phone - if essentail"

Founding Partner
Abelway Technologies Ltd

How do you ensure security of information?
"Education and Individual NDA Agreements. All personal Information is kept online."
How do you ensure staff work to the same high standards when they are an office?
"Contiuous tracking to the software"
How do you keep in touch with staff during the day?
"Online Chats"

Gail Rigler
Working Solutions
United States

How do you measure productivity of home based agents and also availability?
"Productivity is measured in different ways, depending on the client program. For some, output is tracked by productive minute. For others, it might be gauged by the number of customers served or average handle time of an interaction. All metrics are aligned with client-specific targets. They might be to improve efficiency, increases sales or elevate customer satisfaction. Measurements can be turned up or dialed down for desired outcomes. As for availability, agents select their own schedules each week. Most are expected to clock 20 hours. With the Working Solutions agent ratio, two or three agents can make up a full-time equivalent or FTE."
How do you ensure security of information?
"Security is integrated into Working Solutions infrastructure and processes, and practiced by our professionals, in-house and contracted. We use trusted industry tools and standards to safeguard information and the privacy of clients and their customers.

Among our safety measures are:

• Payment Card Industry Data Security Standard (PCI) compliance -- A certifiable and ongoing way to maximize protection of global payment account data. Gaining and sustaining PCI Security Standards Council’s compliance status helps secure stakeholders and create credibility and trust for organizations.

• Virtual desktop infrastructure (VDI) solutions -- A comprehensive approach to security and controls to specifically address each layer of the cloud-delivered desktop. VDI stretches from the user and endpoint devices, all the way to the physical data center infrastructure. With it, security can be built in, using a combination of virtual technologies, hardware and customizable user controls.

• Multifactor authentication – A check-of-a-check verification that overcomes the limitations of weak and stolen passwords, both leading contributors to breaches. Strong authentication processes require multiple elements for optimal security, generally "something you have" (smartcards or mobile solutions), "something you know" (a password or pin), and "something you are" (biometrics)."
How do you ensure staff work to the same high standards when they are an office?
"Being in an office is no guarantee of achieving high standards. For us, instilling quality comes down to using proven processes, selecting the right people and meeting, or exceeding, performance-driven metrics—all done virtually. With the three aligned—from recruiting to agent education to operations—you achieve consistent, sustained outcomes. Today, we have a network of 150,000+ registered agents in the United States and Canada. Each is recruited for client-specific skills, where we match talent to task. Then, adapting a client’s training curriculum, we educate agents in the virtual classroom. Using degreed educators, that instruction is driven home through practice, role-playing and real-world customer scenarios. On the job, lessons are reinforced for months afterward to ensure desired results. "
How do you keep in touch with staff during the day?
"Working Solutions strives to foster a caring, virtual workplace culture for employees and agents, who are independent contractors. That compassion translates into empathetic customer service. This includes building a strong sense of community, based on outreach to frontline management and agents. Our agent portal, the Vyne, fosters connectivity and camaraderie among teams. We conduct frequent polls there, where agents share experiences and thoughts viewed across the community. Also, we create a "water cooler" environment for agents to meet online, sharing not only professional, but personal and family information as well. On meeting some of her virtual colleagues, one Pennsylvania professional said: "It’s like my home away from home, even though I work from home. It’s a whole other family. I love it!""
Any other comments you would like to share about working from home - the good or the bad?
"Nearly 25 years ago, Working Solutions introduced, and today continues to perfect, the work-from-home business model for on-demand contact center outsourcing. In that time, the company has served 100s of clients and millions of their customers, all across diverse industries—from healthcare to retail to travel. In that time, it’s performed remotely through blizzards, hurricanes and now, the coronavirus pandemic. When handling whatever comes, two strengths emerge that serve clients and customers well: flexibility and scalability of a mobile workforce. A workforce that can ramp up in a few-hours’ notice, shift resources outside of harm’s way, and respond when work-in-place providers get stuck.

Working Solutions has found that it offers multiple advantages to the agents and to the company. It has afforded our clients a flexible/scalable workforce that can ramp up or down within hours if need be. Our at-home agents can meet our clients’ needs, in times of steady business-as-usual, in times of anticipated growth where readiness counts, or in future states where unforeseen market shifts require flexibility to stay in business. Our agents are not clustered in certain geographic areas, but rather spread out strategically across the U.S. and Canada, with the flexibility to work from wherever they call home at the time. And perhaps best of all amidst the uncertainties of the spreading Coronavirus, they are able to continue working in the safety of social distancing, keeping them comfortable and safe from contagion."
About Working Solutions

Working Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand assoc... (read more)
Dany Nurwendo
Head of Customercare Operational
PT Smartfren Telecom Tbk

How do you measure productivity of home based agents and also availability?
"Online attendance, Time duration connect to cloud system and etc."
How do you ensure security of information?
"All system in office control by IT security."
How do you ensure staff work to the same high standards when they are an office?
"Control by work force management."
How do you keep in touch with staff during the day?
"Using WhatsApp, Cloud system or Zoom meeting."
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 - Memorable Numbers?

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

Published: Wednesday, April 1, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics


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

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.
PH: +1 888-946-6878

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
PH: 8005771872


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)
PH: 800-639-1700

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)
PH: +302109241486

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)
PH: (+61) 406 501 368


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.


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)
PH: +61404697151


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)

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)

ethosIQ, LLC

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.
PH: 2816165711

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.
PH: +1-773-325-0608


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.
PH: 323-380-8555

Noble Systems

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.
PH: +61 (0) 3.9008.1700

OpsTel Services

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.


*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)
PH: 1+480-435-9390


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.
PH: 905-940-8844


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
PH: 0217991445

QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810


Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

Trillys Systems

Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639

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