Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : How India's Huge Call Centre Industry is Coping with Lockdown

#contactcenterworld

Delhi/Bengaluru, India, March 25, 2020 -- As the coronavirus pandemic pushes India into a lockdown, the call centres and information technology services firms that function as the world's back office are struggling to piece together work-from-home solutions and other business-continuity plans.

Prime Minister Narendra Modi ordered 1.3 billion Indians to stay at home for 21 days to stem the spread of SARS-CoV-2, following earlier lock-down orders in many cities and states.

As of Tuesday, India had reported over 500 cases of the virus and nine deaths. Many of the companies that provide business services such as call centres, IT services and business process automation were not prepared for work-for-home arrangements, according to interviews with more than a dozen employees of several companies.

That raises questions about whether one of the country's showpiece industries can function smoothly amid the coronavirus crisis.

"The industry has been scrambling to set up its own business continuity plan," said R Chandrashekhar, a retired central government official and a former president of IT services lobby group Nasscom.

In the tech hub of Bengaluru, an employee working at a JPMorgan call centre said that until last Friday, her managers had repeatedly declined staffers' pleas to work from home.

"Even if I am infected with the virus, I know the death rate for young people isn't very high, but I am very very scared that I might transfer it to family," she said on condition of anonymity, as she is not authorised to speak to the media.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

After a state government order, JPMorgan on Sunday asked its Bengaluru staff to "stay at home until further notice", according to a message to employees, reviewed by news agency Reuters. In some cases, companies must seek client permission before allowing employees to work on sensitive projects outside the office, a senior human resources executive at a top Indian IT firm said of working remotely

"These days the challenge is not really the technology, the challenge is the regulations, and, in case something goes wrong, who's going to take the responsibility," the person said on condition of anonymity.

The country's software services firms, led by Tata Consultancy Services (TCS) and Infosys, gained prominence by giving Western clients low-cost solutions to routine computer problems.

Over time, they assumed a major role at many global companies. Three employees of mid-sized IT services firm Mphasis, in the city of Pune, said they were all being asked to come to the office until last Friday, even as some expressed concerns about working in close proximity with roughly 90 other people.

Maharashtra had imposed restrictions on private company employees going to offices in an effort to curb the spread of the virus. But it made exemptions for essential services including some IT companies.

During the past week, security guards barred employees from venturing outside one of the Mphasis offices in Pune to avoid attracting the police, fearing a forced shutdown, two employees said, declining to be named as they are not authorised to speak to the media.

One said a human resources executive told him not to wear a mask as it would "panic people who come to work".

As Maharashtra enforced a curfew starting Monday, some Mphasis employees were being asked to remain home this week, even though they lacked equipment such as laptops, the employees said. Mphasis said in a statement that not all its staff were working remotely

But the company said it was speaking with clients and trying to enable as many people as possible to work from home while ensuring employee safety.

An employee of French teleservices provider Teleperformance on the outskirts of Delhi said his company had been reluctant to let staff work from home

But he said employees were finally told on Sunday that the company would begin installing corporate desktop computers at their homes after a wider lockdown in several cities. JPMorgan and Teleperformace did not respond to requests for comment.

The home ministry, in guidelines issued on Tuesday, advised states to exempt essential IT and IT-enabled services (ITeS) from the national lockdown.

Nasscom said several states had listed IT and e-commerce among essential services that are exempt.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.ndtv.com/business


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
Company RSS Feed   Company Facebook   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Invest The Time

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

Published: Friday, March 27, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

CCWorld-TV

CCW TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

Award Winning Incentive Schemes
Award Winning Incentive Schemes at this major company presented by Toto Sugiarto
WATCH

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...
 1406 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =