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News : Verizon Call Center: Most Employees Working from Home Permanently

#contactcenterworld, @VerizonWireless

Wilmington, NC, USA, Aug, 2020 -- As the coronavirus pandemic continues to keep people out of office buildings throughout the U.S., a majority of the employees of the Verizon Wireless call center in Wilmington will work from home permanently, a company official said this week.

"Thanks to overwhelming positive feedback from our employees, we’re excited to make work from home permanent for our Telesales and Wireless Customer Service functions, consisting of thousands of employees located across the country, including in Wilmington," said Verizon spokesperson Kate Jay in an email.

The local call center, at 3601 Converse Drive off Shipyard Boulevard in midtown Wilmington, had 730 employees as of last year, according to numbers Verizon officials provided to the Greater Wilmington Business Journal.

Jay said she didn’t have an exact count of the Wilmington Verizon employees affected by the change, "but all of our customer service employees in the area are working from home."

The Wilmington call center closed for deep cleaning in March after an employee tested positive for COVID-19, according to news reports.

But some of the groundwork for the change began before the coronavirus pandemic reached the U.S. and Wilmington.

"Prior to COVID-19, we responded to changes in consumer behaviors by creating our Telesales organization and a home-based agent program for a portion of our Customer Service organization. As a result of the pandemic, we were able to shift 100% of both functions quickly to remote work," Jay said. "The success of this innovative working arrangement, coupled with an overwhelming number of requests from employees to continue working from home allowed us to make this shift to permanent work from home for these functions."

The switch doesn’t mean the call center building, owned by Chicago-based Milwauke MI Holding LLC, is going to be empty. The center was established in Wilmington in 2004 and was boosted by economic incentives, with North Carolina offering grants to Verizon Wireless to come to the state, according to a previous Business Journal story.

"Regarding our call center facilities, there are no building closures planned at this time as a result of this announcement," Jay said. "Many of these buildings house a number of Verizon groups who are not planning to work from home permanently at this time."

Verizon isn’t the only national company that has made working from home a permanent fixture. Facebook and Twitter are among the companies that have made announcements about their workforces being given the option or transitioning to it over time.

More announcements of a permanent work-from-home arrangement could be forthcoming.

"Close to 80% of organizations surveyed said they have implemented or expanded universal work-from-home policies as a result of COVID-19, while 67% expect these policies to remain in place either permanently or for the long-term," according to a survey released in June and conducted by 451 Research, the emerging technology research unit of S&P Global Market Intelligence.

#contactcenterworld, @VerizonWireless

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.wilmingtonbiz.com


About Verizon:
Company LogoMeeting challenges of your extended enterprise: For enterprises and government agencies around the world, like yours, we are a provider of global IT, security, and communication solutions, with one of the world’s most connected IP networks. We combine our broad range of strategic solutions, services, and expertise to help some of the world's largest organizations - including 96% of the Fortune 1000 - and governments - meet the challenges of their increasingly extended enterprises.
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Today's Tip of the Day - Team Names

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

Published: Monday, August 17, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
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!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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