COVID-19 impact. Information here

Analyst Webinar

The new normal: Redefining business continuity

Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed.

Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You’ll get insights into emerging trends, challenges and key learnings on these topics:

  • Customer experience trends reshaping the industry
  • Real stories of how call centers are adapting
  • Managing a remote workforce

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Good morning, evening, and afternoon

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everyone. My name is Josh

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Reed and I’m from the

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digital events team here at

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Genesys. And let me be

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the first to welcome you

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to today’s webcast, The New

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Normal Redefining Business Continuity. And

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before I hand it off

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to our moderator today, I’m

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going to cover a few

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housekeeping items to ensure that

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you have the best experience

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viewing and listening to today’s

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presentation. So, first off, if

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you experienced any problems viewing

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or listening to today’s presentation,

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be sure to refresh your

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browser and make sure that

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it’s up to date to

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support HTML5 as this usually

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fixes any console issues. If

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you think that slide window

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or that video window is

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too small, you can drag

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the bottom right corner of

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those windows to enlarge them

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at any time during the

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webcast. And although we’re not going

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to host a live Q&

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A at the end of

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our presentation today, this is

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designed to be an interactive experience. And

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we would love for you

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to go ahead and throw

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those questions that you may

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have into the Q& A window.

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And what we’ll do is

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we’ll follow up with you

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via email within the next

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few business days. And also

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know if you miss anything throughout

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today’s presentation, don’t worry you

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will receive the on- demand

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recording via email from on

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24 within the next few

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business days as well. And

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also note that we have

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a library of resources in

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the resource center at below

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your Q& A window. These

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resources truly expand on today’s

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topic of the change in

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business continuity. So be sure

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to click on those links.

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Clicking won’t take you away

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from the session though. So

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don’t worry about that. It’ll

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just open up a new

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tab in your browser. Told

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you, short and sweet. So with

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that, I’m actually going to

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hand it off to our

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moderator today, Barbara Gonzalez. Barbara,

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why don’t we take it

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away? Thank you so much,

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Josh. Hello everyone. My name

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is Barbara Gonzalez. I work

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for Genesys and I lead the

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business consulting team organization globally.

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First of all, I do

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want to say thank you

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so much for spending this

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time with us and on

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behalf of Genesys. And everyone

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that participated in the organization

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of this webinar, we truly

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appreciate your presence. Before I

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introduce our amazing panelists, I

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would like to start with

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a brief introduction. First of

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all, let me start with

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this quote. The struggle we’re

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in today is developing the

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strength we need for tomorrow.

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And I know that I

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say the obvious by saying

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that we are going through

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challenging and truly unprecedented times

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right now. But to me

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it’s unprecedented from two key

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aspects. Number one, this is

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certainly not the first pandemic

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that humanity has experienced, but

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because of the level of

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connectivity that our society has

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today, it makes it so

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we are fully aware of

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the level of magnitude of

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this crisis. And number two

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and perhaps for the same

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reason of how connected we

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are not only as a

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society, but in the way

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that we do business and

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communicate this crisis is truly

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affecting the entire world. I mean,

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if you look at the

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numbers right now out of

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195 or 197, depending on

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your source countries in the

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world, 185 have confirmed cases

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of COVID- 19 right now. And

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the fact is that every

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single country, every business, and

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every individual is affected in

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one way or another, by

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the impact that this pandemic

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is having not only in

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our economy, but frankly in

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our way of life. Now,

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here’s another aspect to consider

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as we reflect in all

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of this. Think about all

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the services and activities that

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are part of our day

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to day lives and that we

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just maybe take for granted,

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but that right now are critical

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and top of mind for

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all of us. Things like

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obviously healthcare services, but also

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financial services, retail services, government

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services. And not only do

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we depend on those services today,

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but we depend on the

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ability to access and communicate

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with the organizations or agencies

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that provide those services through

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customer support or customer service

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to us. And let me

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just give you a quick

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example, which I’m sure most

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of you if not all

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of you will relate to

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it. I normally work from

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home although I do travel

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a lot, so I probably

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spend half of my time

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at home and half of

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my time on the road.

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My husband owns a small

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business in real estate and

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financial services here in Miami. And

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our daughter Addy, who is

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15, she’s obviously in high

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school. So as a family,

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for one, we need to

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stay in touch with Abby

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school and the county schooling

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system to figure it out,

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is she going back to

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school, is she not going back to

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school, and how are they

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managing remote dedication and so

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on. By the way, they

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are not going back to

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school for the rest of

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the school year, which is

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not exactly easy situation to

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deal with a teenager, if

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what I mean. My husband

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had to work with the IT

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company that provides them support,

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which is also a small

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business to adjust their systems,

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to be able to send

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their employees to work from

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home. He’s also now in

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the process of reaching out

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to government agencies to get

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information to potentially apply… On

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my side, I’m going to assume it’s all

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the time. Reached out to

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my internet service provider to

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make sure that they keep

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up with the demands and

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now it’s family we have

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given that my daughter Abby

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is on Zoom from school.

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And if she’s not on

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that, I tell you she’s

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on FaceTime with 20 other

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kids all the time or

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live streaming on Instagram. So

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the bandwidth requirements are pretty

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high. And not to mention

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my husband who is also

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heavily using internet now, since

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he’s working from home. And

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then we get to things

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like going to the grocery

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store today as a mission,

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right. I just went to

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the grocery store yesterday and

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I can tell you wearing masks,

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going on just only one

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way on the aisles and

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waiting, and the distancing upset

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at six feet and so

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on. So now I’m also

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trying to order as much

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as I can online, supply

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just to keep our lights

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going. So I think this

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just shows how much we

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depend on the services that

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in our day to day,

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obviously. But even if we

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take them for granted now

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those services are truly critical

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and just for our wellbeing.

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And even I would say,

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and I don’t mean to

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sound dramatic, but even just

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for our survival, right? So

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to me, this also exemplifies

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the real need and the

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real importance of incorporating empathy

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as part of our customer

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experience strategy. These services are

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really not just operational, but

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they are part of people’s

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lives. Now, to the topic today

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companies build their business continuity

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plans in a wide variety

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of scenarios in mind. Natural

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disasters, power system outages, even

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strikes and so on. But

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certainly the situation we are

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living in right now with

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COVID- 19 has forced us

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to adapt and adjust those

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business continuity plans. And it also

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makes us really think, well,

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what does the new normal

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look like? Right? Some companies,

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for example, are considering, should

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we create a working from

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home model beyond the crisis?

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But regardless of what we

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think the new normal is going

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to look like for organization

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or what would be involved

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in reactivating our normal business

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activity? What I think we

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need to be very conscious

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of is that this will

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certainly not be the last

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crisis or unprecedented situation that

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we will be challenged with.

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And I don’t mean to

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sound like doom days or

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anything. But I’m just saying

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that we just need to be prepared

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and have plans that are

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flexible and agile to allow

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our organization to be as

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ready as possible and really

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to adapt and respond quickly.

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And this is exactly the

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discussion that we are going to have

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today. So I’m truly honored

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to be joined by an

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incredible panel of experts today.

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And I would like to start with

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Sheila McGee- Smith. I’m really

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honored to have you Sheila,

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would you please introduce yourself?

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Certainly. Welcome everyone and welcome

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to my fellow panelists. I’m

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excited to be here, not

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just with Barbara who I’ve

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worked with in the past in

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Women in Tech issues as

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you proudly aware. Women in

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Tech, Genesys’ shirt. But very

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happy to be here with

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two customers as well, with

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Colin and Paul who are

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living this every day. So

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who am I? I am an

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industry analyst. I’ve been covering

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the contact center space full

295
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time since 1990. So I’ve

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lived through a couple of

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changes in this marketplace, a

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few small recessions, the tech

299
00:08:04,820 –> 00:08:07,950
bubble burst, but nothing compares

300
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to what we’re all living

301
00:08:09,230 –> 00:08:10,900
through right now. So the

302
00:08:10,900 –> 00:08:12,810
slide that you’re seeing there

303
00:08:13,450 –> 00:08:14,390
shows that one of the

304
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places where I publish my

305
00:08:17,130 –> 00:08:19,370
views on the market is

306
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on a site online called

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nojitter. com. About on a

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00:08:24,110 –> 00:08:26,440
weekly basis I publish a

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post about what’s happening in

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the market. For today’s event,

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I’ve selected four that I’ve

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published in the last six

313
00:08:33,670 –> 00:08:34,750
months or so all about

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Genesys, needless to say, if

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00:08:36,910 –> 00:08:37,740
you go to No Jitter,

316
00:08:37,740 –> 00:08:39,220
you’ll see articles about other

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00:08:39,220 –> 00:08:42,360
companies as well. But what

318
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it highlights is just how

319
00:08:43,950 –> 00:08:46,330
much, how active Genesys has

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00:08:46,330 –> 00:08:47,600
been in the market and

321
00:08:47,600 –> 00:08:48,640
certainly in the last year,

322
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even more so perhaps than

323
00:08:50,250 –> 00:08:53,090
before that. With a new

324
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CEO, with partnerships with Google.

325
00:08:56,750 –> 00:08:58,740
So happy to be here

326
00:08:58,740 –> 00:08:59,930
and to pass it back

327
00:08:59,930 –> 00:09:01,160
to Barbara to introduce our

328
00:09:01,160 –> 00:09:04,790
first customer. Thank you, Sheila.

329
00:09:04,790 –> 00:09:06,830
I just want to say really, really an

330
00:09:06,830 –> 00:09:08,670
honor to have you. Sheila

331
00:09:08,700 –> 00:09:10,670
she certainly needed no introduction,

332
00:09:10,870 –> 00:09:12,360
her reputation in the contact center

333
00:09:12,360 –> 00:09:14,010
space and the customer experience space,

334
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procedure around the world in

335
00:09:16,020 –> 00:09:18,280
North America. Certainly, so Sheila

336
00:09:18,590 –> 00:09:21,410
also constantly has conversations with

337
00:09:21,410 –> 00:09:23,460
executives on the customer experience space.

338
00:09:23,900 –> 00:09:25,410
So we truly having you

339
00:09:25,410 –> 00:09:26,930
here to provide your thoughts

340
00:09:26,930 –> 00:09:28,980
and in recommendation Sheila, it’s

341
00:09:28,980 –> 00:09:29,850
truly an honor. So thank

342
00:09:29,850 –> 00:09:31,850
you so much. Now to

343
00:09:31,850 –> 00:09:34,280
our next panelist, I’m really

344
00:09:34,280 –> 00:09:36,650
also honored to have with

345
00:09:36,650 –> 00:09:41,780
us Paul Bordeaux who’s the

346
00:09:41,780 –> 00:09:43,390
vice president of information technology

347
00:09:43,680 –> 00:09:44,900
for e- services. Paul would

348
00:09:45,200 –> 00:09:48,360
you introduce yourself please? I’m

349
00:09:48,360 –> 00:09:54,510
sorry- Yeah, certainly. Backwards. I’m

350
00:09:54,510 –> 00:09:56,140
so sorry Paul. Sorry let me

351
00:09:56,750 –> 00:09:58,710
take this back. Colin Salvesen,

352
00:09:58,980 –> 00:10:00,100
head of IT for Mr

353
00:10:00,100 –> 00:10:01,480
Price Group. Colin, please go

354
00:10:01,480 –> 00:10:04,050
ahead. Hi. Hello to everybody

355
00:10:04,050 –> 00:10:04,940
all the way from South

356
00:10:05,080 –> 00:10:06,410
Africa. And I hope you’re all

357
00:10:06,640 –> 00:10:08,560
very safe and well. Thank

358
00:10:08,560 –> 00:10:09,470
you to Genesys for having

359
00:10:09,470 –> 00:10:10,690
me. I really appreciate the

360
00:10:10,690 –> 00:10:12,850
opportunity. So yeah, I look after IT for the

361
00:10:13,550 –> 00:10:15,130
Mr Price group. We’re a

362
00:10:15,130 –> 00:10:16,610
large retailer in South Africa.

363
00:10:17,290 –> 00:10:18,510
Our footprint is just over

364
00:10:18,510 –> 00:10:20,220
1200 stores and we focus on

365
00:10:20,220 –> 00:10:22,450
fashion home wear, and sportswear

366
00:10:22,530 –> 00:10:24,960
and sporting goods. And cutting

367
00:10:24,960 –> 00:10:26,270
across these verticals we also

368
00:10:26,270 –> 00:10:28,210
have MRP money, or Mr

369
00:10:28,210 –> 00:10:29,410
Price Money which is the

370
00:10:29,410 –> 00:10:31,160
enabler for credit in the

371
00:10:31,160 –> 00:10:32,940
group as well as insurance

372
00:10:32,940 –> 00:10:34,300
products to protect that credit.

373
00:10:35,010 –> 00:10:36,850
And more recently we have

374
00:10:36,850 –> 00:10:40,550
launched MRP mobile strategy, which

375
00:10:40,550 –> 00:10:41,840
is MRP cellular, which is

376
00:10:41,840 –> 00:10:43,770
an immuno strategy on unselling

377
00:10:43,810 –> 00:10:46,220
of services from some of

378
00:10:46,220 –> 00:10:47,140
the top networks in South

379
00:10:47,140 –> 00:10:48,830
Africa. And we also have

380
00:10:48,810 –> 00:10:50,760
our own NBN, which is MIP

381
00:10:50,760 –> 00:10:53,270
mobile. We’ve been a Genesys

382
00:10:53,270 –> 00:10:55,570
customer for the past five years through

383
00:10:55,570 –> 00:10:56,940
peer connect and we have

384
00:10:57,370 –> 00:10:59,680
approximately 600 agents of which

385
00:10:59,680 –> 00:11:01,050
a large portion of those

386
00:11:01,050 –> 00:11:02,790
are outbound sales agents and

387
00:11:02,910 –> 00:11:05,630
outbound collections agents and also

388
00:11:05,630 –> 00:11:07,250
a large inbound component that

389
00:11:07,250 –> 00:11:08,410
looks after eCommerce for the

390
00:11:08,410 –> 00:11:09,960
group as well as customer

391
00:11:09,960 –> 00:11:11,530
care for the store footprint.

392
00:11:12,060 –> 00:11:13,060
So yeah, very excited to

393
00:11:13,060 –> 00:11:14,660
be discussing these topics that are

394
00:11:14,810 –> 00:11:16,090
very topical and I hope

395
00:11:16,090 –> 00:11:17,210
we can shed some lights on some

396
00:11:17,210 –> 00:11:18,650
of the consents, looking forward to it.

397
00:11:18,800 –> 00:11:21,110
Thank you. Thank you so

398
00:11:21,110 –> 00:11:22,840
much Colin. By the way,

399
00:11:22,840 –> 00:11:23,990
it’s pretty late for you out

400
00:11:24,400 –> 00:11:25,440
there in South Africa. So we

401
00:11:25,740 –> 00:11:27,530
do appreciate very much joining

402
00:11:27,530 –> 00:11:29,110
us today. That’s my pleasure.

403
00:11:32,060 –> 00:11:34,640
Sorry for the mix up Paul. Now, I’ll

404
00:11:34,640 –> 00:11:35,640
let you introduce. So Paul

405
00:11:35,640 –> 00:11:37,010
Bordeaux again, vice president of

406
00:11:37,240 –> 00:11:40,590
information technology for eFinancial. Paul. Awesome.

407
00:11:40,700 –> 00:11:42,350
Thank you very much. As

408
00:11:42,360 –> 00:11:43,200
mentioned, my name is Paul

409
00:11:43,200 –> 00:11:44,620
Bordeaux and I’m the VP

410
00:11:44,620 –> 00:11:47,430
of IT at eFinancial. And eFinancial is actually a

411
00:11:47,430 –> 00:11:49,360
direct consumer life insurance company.

412
00:11:49,660 –> 00:11:50,960
That’s all call center based.

413
00:11:50,960 –> 00:11:52,270
We started about 20 years

414
00:11:52,270 –> 00:11:53,980
ago and since then we’ve

415
00:11:53,980 –> 00:11:54,810
grown to become one of

416
00:11:54,810 –> 00:11:56,570
the largest director life insurance

417
00:11:56,570 –> 00:11:58,250
agencies in the United States.

418
00:11:58,800 –> 00:11:59,640
As an example of our

419
00:11:59,640 –> 00:12:01,290
volume, we did right over $

420
00:12:01,290 –> 00:12:03,800
11 billion in life insurance

421
00:12:03,800 –> 00:12:06,970
coverage in 2017 alone. Our

422
00:12:06,970 –> 00:12:09,040
staffing model looks similar to

423
00:12:10,070 –> 00:12:12,100
Mr Price their staffing model.

424
00:12:12,140 –> 00:12:13,250
We have about 400 call

425
00:12:13,250 –> 00:12:15,450
center agents that serves both

426
00:12:15,450 –> 00:12:17,320
sales agents, transfer agents, customer

427
00:12:17,320 –> 00:12:18,490
care reps, and as well

428
00:12:18,490 –> 00:12:20,030
as independent agents spread across

429
00:12:20,030 –> 00:12:21,900
the country. We’re licensed in

430
00:12:21,900 –> 00:12:23,630
all 50 States district of

431
00:12:23,630 –> 00:12:25,360
Columbia, but our main call

432
00:12:25,360 –> 00:12:27,000
centers are in three locations.

433
00:12:27,170 –> 00:12:28,100
We have one in Bellevue,

434
00:12:28,100 –> 00:12:29,790
Washington, which is our headquarters.

435
00:12:30,120 –> 00:12:31,190
We have one in Chicago,

436
00:12:31,190 –> 00:12:32,680
Illinois, and we have a

437
00:12:32,680 –> 00:12:33,690
new one that just opened

438
00:12:33,690 –> 00:12:34,680
up this year in Tempe,

439
00:12:34,680 –> 00:12:36,160
Arizona sort of spread across

440
00:12:36,160 –> 00:12:38,340
the United States. I’m Colin,

441
00:12:38,340 –> 00:12:39,470
I’m excited to be here

442
00:12:39,470 –> 00:12:40,570
and I’m looking forward to this webinar.

443
00:12:40,790 –> 00:12:46,420
Welcome. So to get us

444
00:12:46,420 –> 00:12:48,020
started with this conversation, I

445
00:12:48,020 –> 00:12:48,990
would first like to ask

446
00:12:49,260 –> 00:12:50,850
Sheila to give us her analyst

447
00:12:51,180 –> 00:12:52,350
perspective on the current state

448
00:12:52,350 –> 00:12:53,950
of customer experience and the

449
00:12:53,950 –> 00:12:55,500
impact that COVID-19 is having

450
00:12:55,500 –> 00:12:58,740
in the contact center space. Sheila. Thank

451
00:12:59,030 –> 00:13:00,830
you. The slide that you

452
00:13:00,830 –> 00:13:04,070
see here talks about the

453
00:13:04,070 –> 00:13:06,240
New Hampshire emergency order number

454
00:13:06,240 –> 00:13:08,410
17, that was issued by

455
00:13:08,410 –> 00:13:12,880
our governor Sununu back early

456
00:13:12,880 –> 00:13:16,840
in March. And slides are

457
00:13:16,840 –> 00:13:19,580
just going crazy. Huh? Let’s

458
00:13:19,580 –> 00:13:22,000
try and get back on

459
00:13:22,000 –> 00:13:24,230
the right slide. Okay. And

460
00:13:24,230 –> 00:13:28,470
what it shows is that

461
00:13:29,550 –> 00:13:31,200
as it highlights is people

462
00:13:31,200 –> 00:13:33,730
in information technology, people like

463
00:13:33,790 –> 00:13:35,670
Colin and Paul, people who

464
00:13:35,670 –> 00:13:37,940
work in call centers are

465
00:13:37,940 –> 00:13:40,340
part of essential services. So

466
00:13:40,340 –> 00:13:42,660
as countries and States have

467
00:13:42,660 –> 00:13:44,260
put out orders that say,

468
00:13:44,480 –> 00:13:46,970
everybody stayed home except essential

469
00:13:46,970 –> 00:13:50,010
workers, right. Very often those

470
00:13:50,010 –> 00:13:51,500
essential workers work in government

471
00:13:51,500 –> 00:13:55,950
locations and hospitals and they

472
00:13:55,950 –> 00:13:58,170
are continuing to be important

473
00:13:58,400 –> 00:14:01,580
to the ongoing pace of

474
00:14:01,580 –> 00:14:03,650
keeping people alive and well

475
00:14:03,900 –> 00:14:05,540
as Barbara talked about. Right?

476
00:14:06,070 –> 00:14:07,890
And so it gives us

477
00:14:07,890 –> 00:14:09,030
pause those of us in

478
00:14:09,030 –> 00:14:11,210
the contact center space to understand

479
00:14:11,210 –> 00:14:13,050
how important we are to

480
00:14:13,050 –> 00:14:15,480
keeping business going, to keeping

481
00:14:15,480 –> 00:14:17,540
lives going. And again, as

482
00:14:17,540 –> 00:14:20,270
Barbara pointed out with everything

483
00:14:20,270 –> 00:14:21,210
that we need just to

484
00:14:21,210 –> 00:14:23,190
subsist one doesn’t want to

485
00:14:23,190 –> 00:14:24,640
be overly dramatic, but we’re

486
00:14:24,640 –> 00:14:26,650
part of a process that’s

487
00:14:26,650 –> 00:14:39,560
really quite important. Okay. You want me to move their slide? Share over there.

488
00:14:42,400 –> 00:14:44,320
Maybe from now on, you

489
00:14:44,320 –> 00:14:45,360
can move my slides for

490
00:14:45,360 –> 00:14:46,440
me. Thank you very much.

491
00:14:46,700 –> 00:14:48,390
So one of the things

492
00:14:48,390 –> 00:14:49,450
that I want to talk about is

493
00:14:49,450 –> 00:14:50,260
sort of what did the

494
00:14:50,260 –> 00:14:52,940
world look right before the

495
00:14:55,240 –> 00:14:58,410
COVID pandemic became real. And

496
00:14:58,410 –> 00:14:59,710
interesting that we have the

497
00:14:59,710 –> 00:15:01,260
gentlemen on from South Africa

498
00:15:01,460 –> 00:15:02,930
because the data that I’m

499
00:15:02,930 –> 00:15:04,640
showing here is from a

500
00:15:04,640 –> 00:15:06,860
company called NTT. And it

501
00:15:06,860 –> 00:15:09,110
is part of a global

502
00:15:09,200 –> 00:15:12,610
benchmarking report that NTT has

503
00:15:12,610 –> 00:15:14,590
been gathering for 22 years

504
00:15:14,590 –> 00:15:16,070
now. And that the group

505
00:15:16,070 –> 00:15:17,200
that runs that is actually

506
00:15:17,200 –> 00:15:19,780
out of South Africa and

507
00:15:19,780 –> 00:15:21,560
I’ve visited them down there.

508
00:15:21,770 –> 00:15:23,410
And he’s nodding because it’s

509
00:15:23,410 –> 00:15:25,360
an important piece of research

510
00:15:25,670 –> 00:15:26,770
that a lot of us

511
00:15:26,810 –> 00:15:28,590
in the context center look

512
00:15:28,590 –> 00:15:29,930
forward to seeing that new

513
00:15:29,930 –> 00:15:32,500
data every year. So moving

514
00:15:32,500 –> 00:15:37,040
into 2020 companies, some 600

515
00:15:37,040 –> 00:15:38,010
of them responded to this

516
00:15:38,010 –> 00:15:41,020
question or asked what strategies

517
00:15:41,020 –> 00:15:43,130
are being used to meet

518
00:15:43,380 –> 00:15:48,030
the evolving workforce demands. And

519
00:15:48,030 –> 00:15:50,350
you’ll see flexible hours were

520
00:15:50,350 –> 00:15:52,960
important. Remote working was important.

521
00:15:53,830 –> 00:15:55,430
But probably further down the

522
00:15:55,430 –> 00:15:57,710
list, something like wellness, which

523
00:15:57,710 –> 00:15:58,810
I’ve highlighted there with an

524
00:15:58,810 –> 00:16:03,510
arrow or training, new approaches

525
00:16:03,510 –> 00:16:05,230
for training. And so as

526
00:16:05,230 –> 00:16:07,880
we now sit six weeks

527
00:16:07,880 –> 00:16:10,280
into this global crisis with

528
00:16:10,440 –> 00:16:12,280
so many agents now working

529
00:16:12,280 –> 00:16:14,910
from home, I look at

530
00:16:14,960 –> 00:16:16,260
statistics like this and I

531
00:16:16,260 –> 00:16:18,270
think people like Paul and

532
00:16:18,270 –> 00:16:20,350
Colin have new challenges, how

533
00:16:20,350 –> 00:16:22,440
do we handle wellness when

534
00:16:22,440 –> 00:16:23,610
so many of our agents

535
00:16:23,610 –> 00:16:25,330
are working from home? How

536
00:16:25,330 –> 00:16:27,270
do we reevaluate how we

537
00:16:27,270 –> 00:16:29,520
train when so many agents

538
00:16:29,520 –> 00:16:31,120
are working from home? And

539
00:16:31,130 –> 00:16:33,020
so things that perhaps were

540
00:16:33,020 –> 00:16:34,960
not as high a priority

541
00:16:35,210 –> 00:16:37,440
just two months ago, raising

542
00:16:37,700 –> 00:16:43,260
insignificance. And then next slide,

543
00:16:43,720 –> 00:16:45,500
please, since I seem to

544
00:16:45,500 –> 00:16:48,850
be challenged. I went to

545
00:16:48,850 –> 00:16:50,180
a business school in Chicago

546
00:16:52,220 –> 00:16:55,410
at Kellogg. And there’s been

547
00:16:55,410 –> 00:16:59,150
ongoing communications from Kellogg, which

548
00:16:59,150 –> 00:17:01,820
has in its alumni base

549
00:17:01,820 –> 00:17:03,690
a lot of corporate leaders.

550
00:17:04,120 –> 00:17:04,980
And what they’ve been doing

551
00:17:04,980 –> 00:17:06,960
is providing information to be

552
00:17:06,970 –> 00:17:09,210
helpful to those leaders as

553
00:17:09,240 –> 00:17:11,010
they go through this crisis.

554
00:17:11,560 –> 00:17:14,870
So one particular session caught

555
00:17:14,870 –> 00:17:16,090
my eye and it was

556
00:17:16,090 –> 00:17:18,660
by Harry kraemer, who is

557
00:17:18,660 –> 00:17:20,890
a professor of leadership at

558
00:17:21,440 –> 00:17:23,340
The Kellogg School at Northwestern

559
00:17:23,340 –> 00:17:26,610
university. And prior to being

560
00:17:26,980 –> 00:17:28,680
a professor, he was the

561
00:17:28,680 –> 00:17:31,700
CEO of Baxter International, a

562
00:17:31,700 –> 00:17:35,010
major medical supply company here

563
00:17:35,010 –> 00:17:36,780
in the United States. And

564
00:17:36,780 –> 00:17:38,960
the statement that he made

565
00:17:38,960 –> 00:17:42,270
that really rang so true

566
00:17:42,270 –> 00:17:44,000
for me was the need

567
00:17:44,070 –> 00:17:47,130
for a coronavirus war room.

568
00:17:48,210 –> 00:17:49,260
And it struck for a

569
00:17:49,260 –> 00:17:50,680
couple of reasons. One is

570
00:17:51,100 –> 00:17:52,490
I was early in my

571
00:17:52,490 –> 00:17:55,070
career at AT& T, when

572
00:17:55,070 –> 00:17:56,590
AT& T was going through

573
00:17:56,590 –> 00:17:58,360
divestiture. So I was at

574
00:17:58,360 –> 00:18:00,400
corporate headquarters in Basking Ridge,

575
00:18:00,400 –> 00:18:02,330
New Jersey, and we had

576
00:18:02,330 –> 00:18:03,900
a war room. And I

577
00:18:03,900 –> 00:18:04,870
was part of that war

578
00:18:04,870 –> 00:18:06,010
room because I was in

579
00:18:06,010 –> 00:18:07,740
market research. And there were

580
00:18:07,740 –> 00:18:10,470
lots of issues that smack

581
00:18:10,800 –> 00:18:12,710
of market research, data that

582
00:18:12,710 –> 00:18:15,040
was required by that group,

583
00:18:15,040 –> 00:18:16,190
working in the war room,

584
00:18:16,340 –> 00:18:18,600
when how do we break

585
00:18:18,610 –> 00:18:20,690
up the bell system? And

586
00:18:20,690 –> 00:18:21,760
so this notion of a

587
00:18:21,760 –> 00:18:24,500
coronavirus war room really struck

588
00:18:24,500 –> 00:18:28,050
me in that his comment,

589
00:18:28,680 –> 00:18:31,010
Kraemer’s comment that no leader,

590
00:18:31,570 –> 00:18:32,880
if they’re honest, is bright

591
00:18:32,880 –> 00:18:35,100
enough to figure out everything

592
00:18:35,100 –> 00:18:36,720
on their own. That they

593
00:18:36,730 –> 00:18:39,950
should have the data input

594
00:18:40,450 –> 00:18:41,910
and the knowledge and the

595
00:18:41,910 –> 00:18:44,280
wisdom of people from all

596
00:18:44,280 –> 00:18:46,240
over the business. And so

597
00:18:46,240 –> 00:18:46,810
I thought it was a

598
00:18:46,810 –> 00:18:48,300
great insight and one worth

599
00:18:48,300 –> 00:18:51,230
sharing on this webinar for

600
00:18:51,230 –> 00:18:54,330
all involved. Next slide please.

601
00:18:56,570 –> 00:18:57,970
So I’m taking us back

602
00:18:57,970 –> 00:19:00,720
to the NTT customer experience

603
00:19:00,720 –> 00:19:03,380
benchmarking study again. And this

604
00:19:03,380 –> 00:19:04,280
is a question that was

605
00:19:04,280 –> 00:19:06,310
answered again by about 600 of

606
00:19:06,430 –> 00:19:08,800
the respondents. And know that

607
00:19:08,800 –> 00:19:10,470
this study is a global

608
00:19:10,470 –> 00:19:11,780
study. And so they get

609
00:19:11,780 –> 00:19:14,370
representation from North America, South

610
00:19:14,370 –> 00:19:17,860
America, Asia, Europe. And so

611
00:19:17,860 –> 00:19:18,890
for all of you who

612
00:19:18,890 –> 00:19:20,410
are listening here today, this

613
00:19:20,410 –> 00:19:21,950
is relevant data for all

614
00:19:21,950 –> 00:19:24,090
of us. So the question

615
00:19:24,090 –> 00:19:25,470
that was asked again, pre-

616
00:19:25,470 –> 00:19:26,870
COVID is one of the

617
00:19:26,870 –> 00:19:30,620
top technology priorities for customer

618
00:19:30,620 –> 00:19:33,710
experience? And data and analytics,

619
00:19:33,710 –> 00:19:35,160
as you can see, has

620
00:19:35,160 –> 00:19:37,660
been seen as important by

621
00:19:37,660 –> 00:19:39,780
customer experience professionals for the

622
00:19:39,780 –> 00:19:41,940
last three years running, right.

623
00:19:42,670 –> 00:19:46,960
And digital transformation, supplying better

624
00:19:46,960 –> 00:19:49,490
digital customer experience, meeting the

625
00:19:49,750 –> 00:19:52,420
demands of consumers who want

626
00:19:52,710 –> 00:19:55,230
better digital options from the

627
00:19:55,230 –> 00:19:57,040
organizations and the companies that

628
00:19:57,040 –> 00:19:58,330
they work with. These have

629
00:19:58,330 –> 00:20:00,700
been key initiatives for the

630
00:20:00,700 –> 00:20:01,990
last two or three years.

631
00:20:02,820 –> 00:20:04,280
But again, what I’ve highlighted

632
00:20:04,280 –> 00:20:06,630
here are things that may

633
00:20:06,630 –> 00:20:08,160
be lower on the list

634
00:20:08,520 –> 00:20:11,090
like cloud solutions or the

635
00:20:11,090 –> 00:20:15,460
personalization of services, because in

636
00:20:15,460 –> 00:20:17,790
a post- COVID world, I

637
00:20:17,790 –> 00:20:19,590
think they’re rising in importance.

638
00:20:19,840 –> 00:20:20,490
And if we were to

639
00:20:20,490 –> 00:20:23,140
retake this survey right now,

640
00:20:23,340 –> 00:20:25,010
I think cloud would rise

641
00:20:25,010 –> 00:20:26,230
way to the top of

642
00:20:26,230 –> 00:20:28,670
this. Because companies that I

643
00:20:28,670 –> 00:20:30,970
work with, that you work

644
00:20:30,970 –> 00:20:33,740
with at Genesys are finding that

645
00:20:34,370 –> 00:20:36,150
if they were sitting with contact

646
00:20:36,750 –> 00:20:39,620
center agents in premises locations

647
00:20:39,890 –> 00:20:42,770
with premises based systems, that

648
00:20:42,790 –> 00:20:44,950
it was often more difficult

649
00:20:45,440 –> 00:20:47,870
to send those agents home

650
00:20:47,870 –> 00:20:49,680
and be able to answer

651
00:20:49,860 –> 00:20:52,670
that increased volume that’s happening

652
00:20:52,670 –> 00:20:55,110
in so many industries, right?

653
00:20:55,300 –> 00:20:57,460
Those with cloud solutions there

654
00:20:57,460 –> 00:20:59,150
were still challenges. There were

655
00:20:59,150 –> 00:21:02,180
still challenges with bandwidth, with

656
00:21:02,370 –> 00:21:05,070
whether agents had laptops, equipping

657
00:21:05,070 –> 00:21:07,140
them with that. But those

658
00:21:07,650 –> 00:21:13,940
challenges block less progress than

659
00:21:14,020 –> 00:21:15,190
having to send an agent

660
00:21:15,190 –> 00:21:17,440
home with a phone and

661
00:21:17,560 –> 00:21:20,440
a firewall and a server.

662
00:21:20,710 –> 00:21:21,770
And that’s what often would

663
00:21:21,770 –> 00:21:22,880
happen with a premises based

664
00:21:22,880 –> 00:21:26,010
solution. The personalization of services,

665
00:21:26,380 –> 00:21:28,380
I think it’s a topic

666
00:21:28,380 –> 00:21:31,130
that Genesys in 2020 is

667
00:21:31,130 –> 00:21:33,080
putting a bigger focus on,

668
00:21:33,390 –> 00:21:34,910
and again, was doing that

669
00:21:34,990 –> 00:21:37,010
pre- COVID. I think post-

670
00:21:37,040 –> 00:21:39,190
COVID, it becomes more important

671
00:21:39,530 –> 00:21:41,770
because as Barbara talked about,

672
00:21:42,050 –> 00:21:44,130
we need to be providing

673
00:21:44,230 –> 00:21:47,280
empathy even more than ever.

674
00:21:47,470 –> 00:21:48,430
When people get on the

675
00:21:48,430 –> 00:21:50,190
phone, we have to be

676
00:21:50,190 –> 00:21:52,000
able to ask them how

677
00:21:52,000 –> 00:21:53,650
they’re doing. We need the

678
00:21:53,650 –> 00:21:56,020
extra time. We need agents

679
00:21:56,020 –> 00:21:58,600
who are trained to know

680
00:21:58,600 –> 00:21:59,890
that. We need agents who

681
00:21:59,890 –> 00:22:03,380
aren’t being held to performance

682
00:22:03,380 –> 00:22:07,130
standards about key performance indicators

683
00:22:07,370 –> 00:22:08,960
that are perhaps less important

684
00:22:08,960 –> 00:22:10,890
now. So I think that personalization of

685
00:22:10,890 –> 00:22:12,360
services is another one of

686
00:22:12,370 –> 00:22:14,830
those things where it’s rising

687
00:22:14,830 –> 00:22:16,510
in importance, but we also

688
00:22:16,510 –> 00:22:17,760
need the systems in place

689
00:22:17,760 –> 00:22:18,750
that are going to allow

690
00:22:18,750 –> 00:22:21,180
that to happen. So it’s

691
00:22:21,180 –> 00:22:22,370
interesting to take a look

692
00:22:22,370 –> 00:22:23,220
at what was happening right

693
00:22:23,220 –> 00:22:25,380
before, but also to understand

694
00:22:25,380 –> 00:22:27,160
the impact that this has

695
00:22:27,160 –> 00:22:28,850
had on how we all

696
00:22:28,850 –> 00:22:30,170
deliver service. And I’m going

697
00:22:31,050 –> 00:22:31,840
to turn it back to

698
00:22:31,840 –> 00:22:34,170
Barbara now. Thank you, Sheila.

699
00:22:34,730 –> 00:22:36,820
And I think that definitely the

700
00:22:37,610 –> 00:22:38,850
insights that you provided us

701
00:22:38,850 –> 00:22:40,940
are right on point. I

702
00:22:40,940 –> 00:22:41,680
want to go back to

703
00:22:41,680 –> 00:22:43,490
some of this key elements,

704
00:22:43,490 –> 00:22:44,610
but first to your point,

705
00:22:44,900 –> 00:22:46,480
let’s take maybe one step

706
00:22:46,480 –> 00:22:47,650
back and to level set

707
00:22:47,650 –> 00:22:49,640
and provide context. To start

708
00:22:49,640 –> 00:22:50,540
our Q& A session I

709
00:22:50,540 –> 00:22:51,860
would like to go to

710
00:22:51,860 –> 00:22:54,010
both Paul and Colin, and maybe

711
00:22:54,010 –> 00:22:55,180
Paul I’ll start with you,

712
00:22:55,600 –> 00:22:56,530
and then Colin can provide

713
00:22:56,530 –> 00:22:58,100
some additional input. But the

714
00:22:58,100 –> 00:22:59,690
first question would be, can

715
00:22:59,690 –> 00:23:01,190
you give our audience the

716
00:23:01,190 –> 00:23:03,010
firsthand account of the main

717
00:23:03,240 –> 00:23:04,630
changes that your agents have

718
00:23:04,630 –> 00:23:06,300
experienced due to this crisis?

719
00:23:06,360 –> 00:23:07,390
I mean, are they all

720
00:23:07,390 –> 00:23:09,070
working from home? How was the

721
00:23:09,140 –> 00:23:11,230
transition and how are supervisors

722
00:23:11,290 –> 00:23:12,710
adapting to it? Paul, let’s

723
00:23:12,710 –> 00:23:14,710
start with you. Yeah, definitely.

724
00:23:15,230 –> 00:23:17,890
So despite some slight differences

725
00:23:17,890 –> 00:23:19,500
in state government guidelines for

726
00:23:19,500 –> 00:23:21,830
COVID response, eFinancial chose to

727
00:23:21,830 –> 00:23:23,190
enable working from home for

728
00:23:23,190 –> 00:23:24,590
all of our agents and employees

729
00:23:24,650 –> 00:23:25,940
at the same time. We

730
00:23:25,940 –> 00:23:26,960
actually did a full cut

731
00:23:26,960 –> 00:23:28,630
over to Genesys cloud on

732
00:23:28,630 –> 00:23:31,080
March 27th which turns out

733
00:23:31,190 –> 00:23:32,130
to be about three weeks

734
00:23:32,130 –> 00:23:33,540
earlier than we had originally

735
00:23:33,540 –> 00:23:35,140
designed. So it was a little abrupt

736
00:23:35,140 –> 00:23:36,650
in training, abrupt in that

737
00:23:36,650 –> 00:23:38,000
day to day coaching piece

738
00:23:38,300 –> 00:23:39,750
and really abrupt for our

739
00:23:39,750 –> 00:23:40,840
internal help desk because they

740
00:23:40,840 –> 00:23:42,010
kind of scrambled to support

741
00:23:42,010 –> 00:23:46,250
that. Right. Colin maybe the

742
00:23:46,250 –> 00:23:47,790
same question for you, what was

743
00:23:48,420 –> 00:23:49,730
the changes for your agents and

744
00:23:50,300 –> 00:23:51,330
are they working from home?

745
00:23:51,330 –> 00:23:52,260
How are they adapting to

746
00:23:52,260 –> 00:23:54,810
it? Yes. I think that in

747
00:23:54,810 –> 00:23:56,450
the South African context we’ve

748
00:23:56,450 –> 00:23:57,450
had a full shutdown, so

749
00:23:57,450 –> 00:23:58,810
it’s basically, you will stay

750
00:23:58,810 –> 00:24:00,830
inside your property and only

751
00:24:00,830 –> 00:24:02,020
go out for essential services.

752
00:24:02,020 –> 00:24:03,650
So it was quite apparent

753
00:24:03,820 –> 00:24:04,350
to us that this was

754
00:24:04,350 –> 00:24:05,510
going to impact the call center at

755
00:24:05,510 –> 00:24:07,320
large. But also from an

756
00:24:07,320 –> 00:24:09,920
economic standpoint, our customers. So

757
00:24:09,920 –> 00:24:11,840
we did initiate remote work for

758
00:24:12,290 –> 00:24:14,370
our customer care agents and

759
00:24:14,370 –> 00:24:15,940
a portion of our collections agents.

760
00:24:16,990 –> 00:24:18,590
And, again, those people servicing

761
00:24:18,590 –> 00:24:20,860
our insurance portfolio but everything

762
00:24:20,860 –> 00:24:22,180
to do with outbound selling

763
00:24:22,380 –> 00:24:23,410
cease to exist, we just

764
00:24:23,410 –> 00:24:25,420
stopped altogether. I think that

765
00:24:26,890 –> 00:24:28,290
the common themes that we

766
00:24:28,290 –> 00:24:29,760
saw coming through was people

767
00:24:29,800 –> 00:24:31,170
really wanting to know, how do

768
00:24:31,170 –> 00:24:32,040
I actually pay, how do

769
00:24:32,040 –> 00:24:33,100
I keep in good standing?

770
00:24:33,100 –> 00:24:34,500
How do I get orders

771
00:24:34,500 –> 00:24:38,110
that were previously ordered before

772
00:24:38,110 –> 00:24:40,410
the lockdown and what might happen to

773
00:24:40,410 –> 00:24:41,950
those in the lockdown? So

774
00:24:42,220 –> 00:24:42,960
we took the call to

775
00:24:42,960 –> 00:24:44,460
really just let the outbound

776
00:24:44,460 –> 00:24:46,260
agents be purely customer care

777
00:24:46,260 –> 00:24:49,180
agents. And what’s been great

778
00:24:49,180 –> 00:24:51,090
is that they have actually risen to the

779
00:24:51,090 –> 00:24:53,080
challenge. They have been connectivity

780
00:24:53,080 –> 00:24:54,450
issues because not everybody in

781
00:24:54,450 –> 00:24:55,500
South Africa has access to

782
00:24:55,500 –> 00:24:57,200
WiFi. So we’re all relying on

783
00:24:57,380 –> 00:25:00,810
3G. But the remote workers, I

784
00:25:00,810 –> 00:25:01,420
think a lot of them are actually saying

785
00:25:01,940 –> 00:25:03,390
they’re more busy than they thought they

786
00:25:03,390 –> 00:25:04,550
would be. And there’s a

787
00:25:04,550 –> 00:25:05,620
lot of transparency through the

788
00:25:05,620 –> 00:25:06,910
Genesys system as well. So

789
00:25:07,250 –> 00:25:08,260
we don’t need to necessarily

790
00:25:08,260 –> 00:25:09,210
please them. They know that

791
00:25:09,550 –> 00:25:10,730
they’ve got presence, they know that

792
00:25:10,730 –> 00:25:11,590
they’ve got the tools that

793
00:25:11,620 –> 00:25:13,060
they need. So it’s been a

794
00:25:13,310 –> 00:25:14,420
pretty good transition for us.

795
00:25:15,960 –> 00:25:16,650
And I think that that

796
00:25:16,650 –> 00:25:19,160
speaks perfectly on the empathy

797
00:25:19,410 –> 00:25:21,560
topic because you guys were right

798
00:25:21,560 –> 00:25:22,960
on top of what’s really

799
00:25:22,960 –> 00:25:24,610
in your customer’s minds and

800
00:25:24,870 –> 00:25:26,020
what’s really important for them right

801
00:25:26,020 –> 00:25:28,160
now and adapted to respond

802
00:25:28,160 –> 00:25:29,580
to that. So that is fabulous.

803
00:25:29,750 –> 00:25:31,330
Now, again, to both of

804
00:25:31,330 –> 00:25:33,210
you can you also provide

805
00:25:33,210 –> 00:25:35,490
some additional context on how is the crisis

806
00:25:35,530 –> 00:25:36,730
affected your business. And Colin

807
00:25:36,730 –> 00:25:39,160
you talked a little bit about that, but maybe give

808
00:25:39,160 –> 00:25:40,740
us a little bit more

809
00:25:40,740 –> 00:25:42,840
context on how’s the customer

810
00:25:43,160 –> 00:25:45,750
experience? Has it been disrupted? What are the steps

811
00:25:46,040 –> 00:25:47,290
that you’re taking to mitigate

812
00:25:47,290 –> 00:25:49,830
not all after that, but

813
00:25:50,080 –> 00:25:53,410
Colin, you want to give some context on that? Yeah, sure.

814
00:25:53,410 –> 00:25:56,340
So I mean, the lockdown meant that

815
00:25:56,340 –> 00:25:58,470
all 1200 of our stores closed

816
00:25:59,270 –> 00:26:00,250
and. It became quite apparent

817
00:26:00,250 –> 00:26:01,410
quite quickly just how dependent

818
00:26:01,650 –> 00:26:03,130
we were on that last

819
00:26:03,130 –> 00:26:04,270
mile of the store in

820
00:26:04,270 –> 00:26:07,020
terms of customer payments, eCommerce

821
00:26:07,020 –> 00:26:09,340
click and collect. So quite

822
00:26:09,340 –> 00:26:11,240
quickly from a digital perspective,

823
00:26:11,240 –> 00:26:12,460
we had to move very

824
00:26:12,460 –> 00:26:13,540
fast in terms of giving

825
00:26:13,540 –> 00:26:17,410
people additional payment options even

826
00:26:17,410 –> 00:26:18,360
going down to the level of

827
00:26:21,100 –> 00:26:22,190
old good USSD. And again,

828
00:26:22,270 –> 00:26:23,400
driving a lot of digital

829
00:26:23,400 –> 00:26:25,630
communication through our app and

830
00:26:25,630 –> 00:26:27,500
through our online channels. So there was

831
00:26:28,200 –> 00:26:29,030
a bit of a disruption

832
00:26:29,030 –> 00:26:29,980
because we didn’t have as

833
00:26:29,980 –> 00:26:31,160
many call center agents as

834
00:26:31,160 –> 00:26:32,010
we’d like to have had

835
00:26:32,200 –> 00:26:33,320
working remotely. So a lot

836
00:26:33,320 –> 00:26:34,850
of that moved towards traditional

837
00:26:35,160 –> 00:26:37,590
email and chat channels. So

838
00:26:37,700 –> 00:26:39,180
customers finding and got frustrated,

839
00:26:39,180 –> 00:26:40,720
but we’ve come along quite

840
00:26:40,720 –> 00:26:41,700
quickly. I think that this is a

841
00:26:42,430 –> 00:26:44,390
accelerated a lot more the the

842
00:26:44,390 –> 00:26:45,970
digital discussions that we needed

843
00:26:46,070 –> 00:26:47,930
to have. And we’re going to go back to

844
00:26:48,620 –> 00:26:49,610
that topic in a minute,

845
00:26:49,610 –> 00:26:51,220
but Paul, same question for

846
00:26:51,220 –> 00:26:52,100
you, how has the business

847
00:26:52,100 –> 00:26:53,270
been effective for you guys

848
00:26:53,270 –> 00:26:55,960
and disruption and customer experience

849
00:26:56,020 –> 00:26:56,990
and how are you mitigating

850
00:26:56,990 –> 00:27:00,530
it? Well, since we’re entirely

851
00:27:00,530 –> 00:27:01,960
call center based. The good

852
00:27:01,960 –> 00:27:02,950
news is as long as

853
00:27:02,950 –> 00:27:03,510
we were able to keep

854
00:27:03,510 –> 00:27:04,570
our agents on the phones,

855
00:27:04,570 –> 00:27:05,850
our customer experience was not

856
00:27:06,020 –> 00:27:07,410
disrupted at all, which is

857
00:27:07,410 –> 00:27:09,120
important in our industry because

858
00:27:09,370 –> 00:27:10,850
consumer demand is rising for

859
00:27:10,850 –> 00:27:13,110
us. Anytime there’s an event

860
00:27:13,140 –> 00:27:14,920
that reminds people of the critical

861
00:27:14,920 –> 00:27:16,810
importance of financially supporting loved

862
00:27:16,940 –> 00:27:18,120
ones, we see an increased

863
00:27:18,120 –> 00:27:19,890
demand for life insurance. So it

864
00:27:20,050 –> 00:27:21,640
was imperative that our agents

865
00:27:21,640 –> 00:27:22,990
were still available to serve

866
00:27:22,990 –> 00:27:24,520
customers at times they need

867
00:27:24,520 –> 00:27:26,390
us the most. Similar to

868
00:27:26,390 –> 00:27:29,230
Colin, not only did we increase

869
00:27:29,230 –> 00:27:31,400
our availability online or on

870
00:27:31,400 –> 00:27:32,530
the phone, but we’ve also

871
00:27:32,690 –> 00:27:33,930
started to provide more digital

872
00:27:33,930 –> 00:27:35,710
offering and direct customers there

873
00:27:35,710 –> 00:27:37,410
so that they can react in

874
00:27:37,410 –> 00:27:38,810
a way that isn’t the face to face

875
00:27:38,810 –> 00:27:42,130
type of environment. Okay, great.

876
00:27:42,440 –> 00:27:43,380
Now we would also like

877
00:27:43,380 –> 00:27:44,450
to hear from the audience,

878
00:27:44,450 –> 00:27:45,580
and so we do have

879
00:27:45,770 –> 00:27:47,670
a small poll question. So

880
00:27:47,670 –> 00:27:49,800
Josh could we push the

881
00:27:49,800 –> 00:27:51,090
poll question to our audience,

882
00:27:51,090 –> 00:27:54,660
please? Absolutely. They should see to on their

883
00:27:54,660 –> 00:27:56,760
screen now. There we go.

884
00:27:56,990 –> 00:27:57,920
So the question is, what

885
00:27:57,920 –> 00:27:59,650
percentage of your agents are

886
00:27:59,650 –> 00:28:00,870
working from home now? So is

887
00:28:00,870 –> 00:28:03,610
it like almost none to

888
00:28:04,400 –> 00:28:07,000
somewhere like 25%. Is between

889
00:28:07,000 –> 00:28:09,430
25 and 50. Is it the majority

890
00:28:09,430 –> 00:28:10,170
of them all the way,

891
00:28:10,260 –> 00:28:12,430
maybe around 85%, or is it all

892
00:28:12,450 –> 00:28:13,460
of them. We’re really interested

893
00:28:13,460 –> 00:28:15,550
to hearing from you. And

894
00:28:15,550 –> 00:28:16,460
while we wait for our

895
00:28:16,460 –> 00:28:18,180
audience to answer the poll,

896
00:28:18,570 –> 00:28:21,260
Sheila, maybe this is really a

897
00:28:21,260 –> 00:28:22,810
global audience. And so I

898
00:28:22,810 –> 00:28:23,590
don’t know about you, but

899
00:28:23,590 –> 00:28:25,060
my expectation would be that we’re going to

900
00:28:25,060 –> 00:28:26,570
see a mix maybe in

901
00:28:26,570 –> 00:28:27,590
the responses, but what’s your

902
00:28:27,590 –> 00:28:29,750
take on this, given the

903
00:28:29,750 –> 00:28:33,100
global context of this. So

904
00:28:33,100 –> 00:28:34,160
to your point, I think

905
00:28:34,160 –> 00:28:36,540
in some industries we’ll also

906
00:28:36,540 –> 00:28:38,180
going to see differences, right?

907
00:28:38,620 –> 00:28:40,010
The industries that are represented

908
00:28:40,010 –> 00:28:42,570
by our customers here were

909
00:28:42,640 –> 00:28:44,360
so important that they needed

910
00:28:44,360 –> 00:28:45,630
to get as many agents

911
00:28:45,630 –> 00:28:47,730
as they could capable to

912
00:28:47,730 –> 00:28:49,170
work from home. I think

913
00:28:49,170 –> 00:28:51,010
in some businesses, if the

914
00:28:51,010 –> 00:28:53,080
business had to shut down,

915
00:28:53,880 –> 00:28:55,750
let’s say a clothing store,

916
00:28:55,970 –> 00:28:58,890
right. That might have a

917
00:28:58,890 –> 00:29:00,960
lot of agents taking orders,

918
00:29:01,080 –> 00:29:02,380
but didn’t need to do

919
00:29:02,380 –> 00:29:03,840
customer service the same way

920
00:29:03,840 –> 00:29:05,590
with the stores closed. So

921
00:29:05,590 –> 00:29:07,690
I think we’re going to see a proportion of

922
00:29:07,690 –> 00:29:10,320
the people responding saying only

923
00:29:10,320 –> 00:29:12,040
zero to 25% because we

924
00:29:12,040 –> 00:29:13,850
have a skeleton kind of

925
00:29:13,850 –> 00:29:15,070
a staff. But we’re going

926
00:29:15,190 –> 00:29:16,910
to see some like Colin

927
00:29:16,910 –> 00:29:19,090
and Paul’s companies where everybody

928
00:29:19,200 –> 00:29:20,580
is home. But if I

929
00:29:20,580 –> 00:29:21,930
had to say which one

930
00:29:21,930 –> 00:29:22,420
I think is going to

931
00:29:22,420 –> 00:29:24,830
have the highest percentage, I

932
00:29:24,830 –> 00:29:25,930
think it’s going to be

933
00:29:25,930 –> 00:29:28,010
the 50% to 85% that

934
00:29:28,010 –> 00:29:29,420
most of the people have

935
00:29:29,420 –> 00:29:30,250
sent most of their agents

936
00:29:30,350 –> 00:29:31,940
home. Let’s see if I’m

937
00:29:31,940 –> 00:29:33,590
right. That’s kind of what

938
00:29:33,590 –> 00:29:35,160
I was thinking too. But so

939
00:29:35,160 –> 00:29:35,970
Josh, can we see the

940
00:29:35,970 –> 00:29:37,240
results maybe to see if

941
00:29:38,900 –> 00:29:40,730
we’re right. Oh, look at

942
00:29:40,730 –> 00:29:42,920
that. It’s very close, but

943
00:29:42,920 –> 00:29:45,140
in all of them is

944
00:29:45,850 –> 00:29:48,900
very high, which is a

945
00:29:48,900 –> 00:29:52,910
little bit surprising. Well, great.

946
00:29:52,910 –> 00:29:54,900
Thank you everybody for participating

947
00:29:54,900 –> 00:29:55,990
on this. So let’s just

948
00:29:55,990 –> 00:30:04,360
stay on… And maybe talk

949
00:30:04,360 –> 00:30:05,520
a little about, obviously everybody

950
00:30:05,520 –> 00:30:07,250
knows that they embrace it in the circumstances

951
00:30:07,390 –> 00:30:08,090
of this pandemic, as I

952
00:30:08,090 –> 00:30:10,190
said at the beginning, but how

953
00:30:10,190 –> 00:30:12,730
did eFinancial apply or really

954
00:30:12,730 –> 00:30:15,090
adapt the business continually plan

955
00:30:15,090 –> 00:30:16,710
to respond to this crisis?

956
00:30:18,050 –> 00:30:20,860
Yeah, so eFinancial like most

957
00:30:20,860 –> 00:30:22,130
businesses, we had a business

958
00:30:22,130 –> 00:30:24,080
continuity plan in place. But it

959
00:30:24,280 –> 00:30:25,440
was focused on our individual

960
00:30:25,440 –> 00:30:27,380
offices. As I mentioned before,

961
00:30:27,380 –> 00:30:28,350
we have call centers in

962
00:30:28,350 –> 00:30:29,900
three different States. So our

963
00:30:29,900 –> 00:30:31,470
plans were more focused on

964
00:30:31,470 –> 00:30:32,810
how to respond if one

965
00:30:32,810 –> 00:30:33,850
of those opposites had to

966
00:30:33,850 –> 00:30:35,350
close for a snow storm

967
00:30:35,350 –> 00:30:36,290
or a power outage or

968
00:30:36,290 –> 00:30:38,430
natural disaster. Or what happens

969
00:30:38,430 –> 00:30:39,130
at one of our data

970
00:30:39,130 –> 00:30:40,850
center goes down. I’ll be

971
00:30:40,850 –> 00:30:42,380
honest a full- scale work

972
00:30:42,380 –> 00:30:43,680
from home across all of

973
00:30:43,680 –> 00:30:45,140
our locations was never really

974
00:30:45,140 –> 00:30:47,730
part of the plan. Fortunately,

975
00:30:47,760 –> 00:30:49,050
we were already underway with

976
00:30:49,050 –> 00:30:50,570
a migration from pure connect

977
00:30:50,570 –> 00:30:52,450
on premises to Genesys cloud. And that was a

978
00:30:53,160 –> 00:30:54,370
strategic decision that we made

979
00:30:54,380 –> 00:30:56,130
last year to increase uptime

980
00:30:56,130 –> 00:30:57,260
and allow us to scale

981
00:30:57,260 –> 00:30:59,010
as a company. But we

982
00:30:59,010 –> 00:31:00,300
have that plan launch for

983
00:31:00,300 –> 00:31:02,360
April 30th to begin a

984
00:31:02,360 –> 00:31:03,950
phased approach versus a cut

985
00:31:03,950 –> 00:31:06,630
over launch. This was sped

986
00:31:06,630 –> 00:31:08,440
up due to COVID. And

987
00:31:08,440 –> 00:31:09,380
we actually had about three

988
00:31:09,380 –> 00:31:10,900
weeks to prepare and do a

989
00:31:10,900 –> 00:31:12,480
full cut order for 100%

990
00:31:12,500 –> 00:31:13,770
for a sales and operation

991
00:31:13,770 –> 00:31:17,720
staff. Which thankfully was largely

992
00:31:17,720 –> 00:31:19,760
successful. As far as business

993
00:31:19,760 –> 00:31:21,330
continuity, we now have passports

994
00:31:21,330 –> 00:31:22,260
in place and we’re going

995
00:31:22,260 –> 00:31:23,690
to revisit that plan and we’re going

996
00:31:24,020 –> 00:31:25,570
to update it to reflect

997
00:31:25,570 –> 00:31:27,700
the new remote workforce capabilities

998
00:31:27,700 –> 00:31:28,900
that we’ve discovered with Genesys

999
00:31:28,900 –> 00:31:32,450
cloud. Right. So that takes

1000
00:31:32,450 –> 00:31:34,510
me back to the point

1001
00:31:34,510 –> 00:31:36,820
that Sheila was making initially

1002
00:31:36,820 –> 00:31:38,360
on the war room or

1003
00:31:38,360 –> 00:31:40,560
the task force. So, Sheila,

1004
00:31:40,570 –> 00:31:41,430
can you elaborate a little

1005
00:31:41,430 –> 00:31:42,610
bit more on what you’ve

1006
00:31:42,610 –> 00:31:44,110
seen from companies like eFinancial

1007
00:31:45,540 –> 00:31:46,840
that has actually implemented a war

1008
00:31:46,840 –> 00:31:48,920
room work task force versus

1009
00:31:48,920 –> 00:31:50,130
others that maybe have delayed

1010
00:31:50,130 –> 00:31:52,870
those decisions. How has that impacted

1011
00:31:52,870 –> 00:31:54,110
their ability to respond or

1012
00:31:54,110 –> 00:31:55,730
be effective in terms of customer

1013
00:31:55,790 –> 00:31:57,320
support or customer experience in

1014
00:31:57,320 –> 00:32:04,530
your view? Sheila I think

1015
00:32:05,010 –> 00:32:05,890
you may be on mute

1016
00:32:05,890 –> 00:32:07,610
because I can’t hear you,

1017
00:32:07,650 –> 00:32:10,920
just making sure it’s not

1018
00:32:10,920 –> 00:32:13,800
just me. Thank you very

1019
00:32:13,800 –> 00:32:15,670
much, Barbara. It takes a

1020
00:32:15,670 –> 00:32:19,550
village. I would argue with

1021
00:32:19,550 –> 00:32:21,980
that smaller firms, smaller than

1022
00:32:21,980 –> 00:32:24,400
eFinancials, smaller than Mr Price

1023
00:32:25,340 –> 00:32:27,560
with tens of employees, instead

1024
00:32:27,560 –> 00:32:29,580
of hundreds of employees would

1025
00:32:29,610 –> 00:32:32,130
similarly benefit from a war

1026
00:32:32,130 –> 00:32:34,810
room approach. I’ve seen smaller

1027
00:32:34,810 –> 00:32:36,750
firms that are bringing together

1028
00:32:36,750 –> 00:32:39,660
senior management to make decisions

1029
00:32:39,660 –> 00:32:40,740
that are going to impact

1030
00:32:41,160 –> 00:32:44,220
every employee, every customer, and

1031
00:32:44,220 –> 00:32:45,890
often without the benefit of

1032
00:32:45,890 –> 00:32:47,700
that voice of the customer

1033
00:32:48,000 –> 00:32:49,270
that we hear that we

1034
00:32:49,270 –> 00:32:51,530
see coming in through the contact

1035
00:32:52,000 –> 00:32:53,400
center. So I think the

1036
00:32:53,400 –> 00:32:55,850
CEO’s and CFO’s of the world

1037
00:32:56,510 –> 00:32:58,030
who are making the final

1038
00:32:58,030 –> 00:33:01,070
decisions, obviously. But as Kraemer,

1039
00:33:01,070 –> 00:33:02,710
the professor at Kellogg pointed

1040
00:33:02,710 –> 00:33:04,280
out, I think the best

1041
00:33:04,280 –> 00:33:05,530
decisions would be made with

1042
00:33:05,530 –> 00:33:07,900
the best information. And sometimes

1043
00:33:07,900 –> 00:33:09,290
we in the contact center

1044
00:33:09,500 –> 00:33:12,180
as the conduit between executive

1045
00:33:12,180 –> 00:33:15,510
management and the customers could

1046
00:33:15,510 –> 00:33:17,070
be a useful part of

1047
00:33:17,350 –> 00:33:18,880
a war room approach, or

1048
00:33:18,880 –> 00:33:21,350
at least a task force

1049
00:33:21,480 –> 00:33:23,440
type approach, as opposed to

1050
00:33:23,440 –> 00:33:25,020
just a bunch of execs

1051
00:33:25,380 –> 00:33:28,260
making their decisions. Yeah. And

1052
00:33:29,540 –> 00:33:30,910
I’ll just make this comment

1053
00:33:30,910 –> 00:33:32,750
on the Genesys side. I got

1054
00:33:32,920 –> 00:33:34,590
to say similar to what

1055
00:33:34,800 –> 00:33:36,550
Paul was saying before. Genesys

1056
00:33:36,550 –> 00:33:39,140
implemented very quickly a taskforce

1057
00:33:39,390 –> 00:33:40,540
as well. So that was

1058
00:33:41,300 –> 00:33:42,420
an initiative from our CEO,

1059
00:33:42,420 –> 00:33:44,050
Tony Bates and his leadership

1060
00:33:44,520 –> 00:33:46,410
and with constant communication and

1061
00:33:46,430 –> 00:33:48,070
a lot of transparency and

1062
00:33:48,070 –> 00:33:49,280
very quickly shutting down our

1063
00:33:49,280 –> 00:33:50,340
offices and making sure that

1064
00:33:50,340 –> 00:33:51,550
everybody was okay and working

1065
00:33:51,550 –> 00:33:53,470
from home and staying safe.

1066
00:33:53,470 –> 00:33:53,950
And I got to say

1067
00:33:53,950 –> 00:33:55,210
that made a huge difference

1068
00:33:55,220 –> 00:33:56,280
in our preparedness and our

1069
00:33:56,280 –> 00:33:58,440
readiness to not only continue

1070
00:33:58,440 –> 00:33:59,560
our business, but also be

1071
00:33:59,560 –> 00:34:01,510
here for our customers, which is

1072
00:34:01,630 –> 00:34:04,410
really what our mission is.

1073
00:34:04,970 –> 00:34:07,290
So now Colin, let me

1074
00:34:07,290 –> 00:34:08,620
go back to you and this is actually interesting because

1075
00:34:08,620 –> 00:34:11,780
in the briefing that we had with you

1076
00:34:11,780 –> 00:34:13,530
before the webinar, you shared a

1077
00:34:13,530 –> 00:34:14,630
quote that I thought it

1078
00:34:14,780 –> 00:34:16,420
was fascinating. And you said,

1079
00:34:17,070 –> 00:34:18,770
who pushed digital transformation in

1080
00:34:18,770 –> 00:34:20,530
your company. Was is it the CEO,

1081
00:34:20,990 –> 00:34:23,370
the CIO, or COVID- 19?

1082
00:34:23,370 –> 00:34:25,280
And I actually thinks got

1083
00:34:25,280 –> 00:34:27,820
funny, but the companies traditionally

1084
00:34:28,330 –> 00:34:30,980
pursued digital transformation to create

1085
00:34:30,980 –> 00:34:32,550
efficiencies or increase revenue or

1086
00:34:32,550 –> 00:34:34,040
reduce churn, or even to

1087
00:34:34,040 –> 00:34:35,380
penetrate a new market segment

1088
00:34:35,380 –> 00:34:37,570
or establishing a competitive differentiation.

1089
00:34:38,080 –> 00:34:39,500
But now in this new

1090
00:34:39,500 –> 00:34:41,570
normal that we’re living is

1091
00:34:41,570 –> 00:34:43,950
business continually an additional critical

1092
00:34:43,950 –> 00:34:45,530
driver for digital transformation in

1093
00:34:45,530 –> 00:34:49,340
your opinion? Yes, absolutely. And

1094
00:34:49,490 –> 00:34:50,530
I’m so glad that Sheila

1095
00:34:50,530 –> 00:34:51,930
actually mentioned the voice of

1096
00:34:51,930 –> 00:34:53,090
the customer, because I think

1097
00:34:53,090 –> 00:34:55,550
that the digital transformation journey…

1098
00:34:55,780 –> 00:34:56,800
Look, first and foremost, you need

1099
00:34:56,800 –> 00:34:58,240
to be on one. Otherwise

1100
00:34:58,240 –> 00:34:59,010
you’re going to have trouble

1101
00:34:59,050 –> 00:35:00,890
in the short term. But

1102
00:35:00,890 –> 00:35:01,890
it’s starting to accelerate the

1103
00:35:01,890 –> 00:35:03,450
different type of conversation because I

1104
00:35:03,450 –> 00:35:05,280
think your roadmap was going

1105
00:35:05,280 –> 00:35:06,660
one direction. But now through

1106
00:35:06,660 –> 00:35:07,760
listening to voice of customer

1107
00:35:07,760 –> 00:35:09,720
and necessity you will be

1108
00:35:09,720 –> 00:35:11,460
changing that. So we’ll be looking a

1109
00:35:11,460 –> 00:35:13,330
lot more at stuff like

1110
00:35:13,400 –> 00:35:15,940
customer self- help stuff like

1111
00:35:15,940 –> 00:35:17,150
where your Genesys platform can

1112
00:35:17,150 –> 00:35:18,560
bring all communications types into

1113
00:35:18,560 –> 00:35:19,810
one space where we can

1114
00:35:19,810 –> 00:35:20,630
actually make sense of that

1115
00:35:20,630 –> 00:35:22,620
data and actually start delivering

1116
00:35:22,620 –> 00:35:23,860
on what customers want. Because

1117
00:35:23,860 –> 00:35:25,190
I think if you had

1118
00:35:25,190 –> 00:35:26,120
a tough market that you’re

1119
00:35:26,120 –> 00:35:27,880
in before, it’s going to get even tougher

1120
00:35:27,880 –> 00:35:28,920
now, as people feel this

1121
00:35:28,920 –> 00:35:31,040
economic push. So yes, absolutely

1122
00:35:31,290 –> 00:35:32,130
it will accelerate. But I

1123
00:35:32,130 –> 00:35:33,290
think that if we clever

1124
00:35:33,430 –> 00:35:34,300
and we manage that data

1125
00:35:34,300 –> 00:35:36,330
properly, we’ll be accelerating the

1126
00:35:36,330 –> 00:35:37,470
right things in the digital

1127
00:35:37,500 –> 00:35:40,950
space. Right. So Sheila I

1128
00:35:41,190 –> 00:35:41,950
wanted to go back to

1129
00:35:41,950 –> 00:35:44,180
that slide that you had

1130
00:35:44,180 –> 00:35:46,070
with a study that talks

1131
00:35:46,070 –> 00:35:48,370
about… You highlighted digital transformation

1132
00:35:48,370 –> 00:35:49,170
as one of the top

1133
00:35:49,500 –> 00:35:51,690
technology priorities for CX, but

1134
00:35:51,720 –> 00:35:53,980
also and I like how you

1135
00:35:53,980 –> 00:35:57,280
highlighted personalization of services and

1136
00:35:57,280 –> 00:35:58,970
cloud solutions. So do you

1137
00:35:58,970 –> 00:36:00,410
see a critical connection between

1138
00:36:00,410 –> 00:36:02,090
the cloud, as an enabler

1139
00:36:02,090 –> 00:36:03,780
to provide agility and flexibility

1140
00:36:04,070 –> 00:36:05,240
for companies to implement new

1141
00:36:05,380 –> 00:36:07,500
digital channels and deliver personalized

1142
00:36:07,500 –> 00:36:10,960
experiences? So it’s interesting just

1143
00:36:10,960 –> 00:36:13,220
today and probably later today,

1144
00:36:13,540 –> 00:36:14,600
a new article that I

1145
00:36:14,600 –> 00:36:15,800
wrote for No Jitter is

1146
00:36:15,800 –> 00:36:17,530
going to post, and it’s

1147
00:36:17,570 –> 00:36:21,040
called Google Contact Center AI

1148
00:36:21,710 –> 00:36:24,230
Tackles the Unemployment Problem in

1149
00:36:24,230 –> 00:36:26,490
the United States. So here

1150
00:36:26,490 –> 00:36:28,840
in the United States, state

1151
00:36:28,990 –> 00:36:30,710
websites have been going down

1152
00:36:30,710 –> 00:36:31,970
because of so much traffic.

1153
00:36:32,850 –> 00:36:35,520
State contact centers are blocking

1154
00:36:35,520 –> 00:36:36,970
calls because they just don’t

1155
00:36:36,970 –> 00:36:39,070
even have enough circuits. Right.

1156
00:36:39,900 –> 00:36:40,670
So one of the things

1157
00:36:40,670 –> 00:36:42,840
that Google working with some

1158
00:36:42,840 –> 00:36:44,340
of their partners like Genesys

1159
00:36:44,710 –> 00:36:46,120
has been doing is helping

1160
00:36:46,120 –> 00:36:49,490
the States bring on some

1161
00:36:49,490 –> 00:36:52,300
early box onto the websites.

1162
00:36:52,640 –> 00:36:55,040
Okay. So the websites are

1163
00:36:55,040 –> 00:36:56,880
clearly cloud driven because the

1164
00:36:56,880 –> 00:36:58,370
web is based on the internet.

1165
00:36:59,290 –> 00:37:00,810
And for these States and

1166
00:37:00,810 –> 00:37:03,240
it includes Illinois, New York

1167
00:37:03,350 –> 00:37:05,300
and Oklahoma. They’ve been able

1168
00:37:05,300 –> 00:37:09,270
to quickly get box up

1169
00:37:09,270 –> 00:37:10,300
and running on the website

1170
00:37:10,950 –> 00:37:12,480
to try to deflect some

1171
00:37:12,480 –> 00:37:14,130
of the simple questions so

1172
00:37:14,130 –> 00:37:15,780
that the more difficult questions

1173
00:37:15,780 –> 00:37:17,160
can go to the agents

1174
00:37:17,410 –> 00:37:19,040
and the agents aren’t overwhelmed

1175
00:37:20,750 –> 00:37:21,890
with simple questions that could

1176
00:37:21,890 –> 00:37:23,190
be answered in other ways.

1177
00:37:23,930 –> 00:37:24,740
But one of the points

1178
00:37:24,740 –> 00:37:26,440
that was made by Antony

1179
00:37:26,440 –> 00:37:28,170
Passemard, from Google when he

1180
00:37:28,170 –> 00:37:29,990
and I spoke was that

1181
00:37:30,980 –> 00:37:32,690
initially they could do web

1182
00:37:32,690 –> 00:37:34,500
because some of these contact

1183
00:37:34,500 –> 00:37:35,860
centers in the States are

1184
00:37:35,860 –> 00:37:37,850
not cloud- based, right. And

1185
00:37:37,850 –> 00:37:39,640
so it’s not easy to

1186
00:37:39,640 –> 00:37:42,100
connect what’s happening on the

1187
00:37:42,100 –> 00:37:45,150
web to an agent. So

1188
00:37:45,150 –> 00:37:46,480
what if somebody is in

1189
00:37:46,480 –> 00:37:48,040
that bot and needs to

1190
00:37:48,040 –> 00:37:49,590
connect to a voice agent?

1191
00:37:49,920 –> 00:37:51,130
Well, in the short term,

1192
00:37:51,340 –> 00:37:52,630
they’re not necessarily able to

1193
00:37:52,630 –> 00:37:54,410
do that, right. And the short

1194
00:37:54,410 –> 00:37:56,310
term, they’re only able to

1195
00:37:56,310 –> 00:37:57,290
do the web based and

1196
00:37:57,290 –> 00:38:00,560
then say call. But imagine

1197
00:38:00,560 –> 00:38:02,160
a company that had already

1198
00:38:02,160 –> 00:38:03,630
moved to the cloud, right.

1199
00:38:03,840 –> 00:38:04,760
They would be able to

1200
00:38:04,760 –> 00:38:07,530
make that connection between artificial

1201
00:38:07,530 –> 00:38:10,390
intelligence bots and voice connections

1202
00:38:10,580 –> 00:38:12,920
much more easily. So there’s

1203
00:38:12,920 –> 00:38:14,990
this notion that we need

1204
00:38:14,990 –> 00:38:17,130
more digital services. Some of

1205
00:38:17,130 –> 00:38:20,380
those we can supply, even

1206
00:38:20,380 –> 00:38:22,080
if the contact center is not

1207
00:38:22,150 –> 00:38:23,840
in the cloud yet, but

1208
00:38:23,840 –> 00:38:25,370
the vision should be to

1209
00:38:27,080 –> 00:38:27,790
the point that was made

1210
00:38:27,790 –> 00:38:28,970
earlier by Paul and Colin.

1211
00:38:29,540 –> 00:38:30,390
How do we get these

1212
00:38:30,390 –> 00:38:32,220
all working together? And the

1213
00:38:32,220 –> 00:38:33,420
way to do that is

1214
00:38:33,420 –> 00:38:34,080
for them all to be

1215
00:38:34,080 –> 00:38:35,110
in the cloud and able

1216
00:38:35,230 –> 00:38:37,930
share information and data on

1217
00:38:37,930 –> 00:38:40,880
a cloud basis. That is

1218
00:38:40,880 –> 00:38:41,970
such a great point. It

1219
00:38:41,970 –> 00:38:43,020
was just yesterday I was

1220
00:38:43,020 –> 00:38:44,210
having a conversation with one

1221
00:38:44,210 –> 00:38:45,950
of my colleagues in business

1222
00:38:45,950 –> 00:38:47,790
consulting, and we were talking

1223
00:38:47,790 –> 00:38:49,670
about how we may have

1224
00:38:49,670 –> 00:38:52,570
a preconceived perception that, but

1225
00:38:53,060 –> 00:38:54,930
go against empathy. But in

1226
00:38:55,340 –> 00:38:56,230
the context of what we’re

1227
00:38:56,230 –> 00:38:57,930
living today as a consumer,

1228
00:38:58,210 –> 00:38:59,370
you want an answer, right?

1229
00:38:59,370 –> 00:39:01,500
So perhaps the most empathetic

1230
00:39:01,500 –> 00:39:03,260
way to really be there

1231
00:39:03,260 –> 00:39:04,650
for your customers could be

1232
00:39:04,690 –> 00:39:06,290
through a bot that it’s

1233
00:39:06,290 –> 00:39:07,780
actually providing you the answer

1234
00:39:07,780 –> 00:39:08,750
that you’re looking for, and you don’t

1235
00:39:08,750 –> 00:39:09,880
need to wait for an agent to be

1236
00:39:09,880 –> 00:39:12,040
available. Right. And so to your

1237
00:39:12,040 –> 00:39:13,390
point, the cloud is actually

1238
00:39:13,390 –> 00:39:15,550
what’s enabling the agility that

1239
00:39:15,550 –> 00:39:16,920
companies may have to work

1240
00:39:16,920 –> 00:39:19,080
with Google. And us or

1241
00:39:19,090 –> 00:39:20,250
others, but just to make

1242
00:39:20,250 –> 00:39:21,400
sure that you have that

1243
00:39:21,400 –> 00:39:23,190
ability to quickly adapt the

1244
00:39:23,190 –> 00:39:25,140
bot to whatever the priorities are

1245
00:39:25,140 –> 00:39:26,860
for your customer. So I

1246
00:39:26,860 –> 00:39:30,830
think that that is so fantastic. Now Paul,

1247
00:39:31,150 –> 00:39:32,080
I would like to now

1248
00:39:32,080 –> 00:39:33,970
switch gears back to the

1249
00:39:33,970 –> 00:39:35,400
impact on the workforce, right?

1250
00:39:35,400 –> 00:39:36,500
It is very important that we

1251
00:39:36,500 –> 00:39:38,260
talk about since we’re talking about empathy

1252
00:39:38,560 –> 00:39:40,870
that we talk about our employees. So

1253
00:39:40,870 –> 00:39:42,590
the question for you has

1254
00:39:42,590 –> 00:39:43,930
this crisis and the fact

1255
00:39:43,930 –> 00:39:45,830
that your agents are working

1256
00:39:45,830 –> 00:39:47,240
from home, have been working

1257
00:39:47,240 –> 00:39:47,990
from home now for a

1258
00:39:47,990 –> 00:39:50,680
while. Has that affected the

1259
00:39:50,680 –> 00:39:52,160
productivity in your contact centers?

1260
00:39:54,280 –> 00:39:55,580
Well, anytime that you have

1261
00:39:55,580 –> 00:39:57,150
an accelerated launch of a

1262
00:39:57,150 –> 00:39:59,420
major new technology platform, you’re

1263
00:39:59,420 –> 00:40:00,880
going to experience some bumps.

1264
00:40:01,800 –> 00:40:03,320
Initially our biggest issue was

1265
00:40:03,320 –> 00:40:05,010
the database issue. All our

1266
00:40:05,010 –> 00:40:06,570
operational reporting was built around

1267
00:40:06,570 –> 00:40:08,070
the on premise system. So

1268
00:40:08,070 –> 00:40:09,040
when the cut over happened

1269
00:40:09,040 –> 00:40:10,550
that produced some data blindness

1270
00:40:10,550 –> 00:40:11,500
that we had to work

1271
00:40:11,500 –> 00:40:13,520
very quickly to resolve. Now,

1272
00:40:13,520 –> 00:40:15,540
from a production standpoint, we

1273
00:40:15,700 –> 00:40:17,050
initially saw about a seven

1274
00:40:17,050 –> 00:40:18,700
day period in which production

1275
00:40:18,700 –> 00:40:20,270
levels were soft as agents

1276
00:40:20,270 –> 00:40:21,760
adjusted to the new platform

1277
00:40:21,760 –> 00:40:24,070
and working environment. However, we

1278
00:40:24,070 –> 00:40:26,360
rebounded very well. One thing

1279
00:40:26,360 –> 00:40:28,140
we noticed was greater availability

1280
00:40:28,140 –> 00:40:29,610
of agents working from home and

1281
00:40:29,840 –> 00:40:31,250
no commute. And if anyone’s

1282
00:40:31,250 –> 00:40:32,440
familiar with the Seattle area

1283
00:40:32,440 –> 00:40:34,390
or the 405 that community

1284
00:40:34,590 –> 00:40:35,650
means at least an hour

1285
00:40:35,650 –> 00:40:37,420
or two each way. It

1286
00:40:37,420 –> 00:40:39,260
also meant ease of breaks,

1287
00:40:39,260 –> 00:40:40,970
the ability to be constantly

1288
00:40:40,970 –> 00:40:42,250
engaged. So we are actually

1289
00:40:42,250 –> 00:40:43,820
seeing the number of hours

1290
00:40:43,820 –> 00:40:46,300
agents spend on cue increase

1291
00:40:46,440 –> 00:40:47,300
compared to what we saw

1292
00:40:47,300 –> 00:40:49,240
in the office. So this increased

1293
00:40:49,680 –> 00:40:51,200
availability coupled with the heightened

1294
00:40:51,200 –> 00:40:53,390
demand for life insurance as

1295
00:40:53,390 –> 00:40:55,170
well as our unique position

1296
00:40:55,170 –> 00:40:56,420
in the market means that

1297
00:40:56,770 –> 00:40:58,210
April’s actually turned into one of

1298
00:40:58,210 –> 00:40:59,530
our strongest sales months in

1299
00:40:59,530 –> 00:41:04,910
recent history. Wow. We’ve heard

1300
00:41:04,910 –> 00:41:06,770
that from multiple organizations, that

1301
00:41:07,120 –> 00:41:09,570
productivity is actually just going

1302
00:41:09,570 –> 00:41:10,970
up consistently. And I was

1303
00:41:11,080 –> 00:41:11,470
just going to say, it’s

1304
00:41:11,470 –> 00:41:14,040
funny that you said the 405 and the commute

1305
00:41:14,040 –> 00:41:15,430
because I’m in the 305, which

1306
00:41:15,430 –> 00:41:17,830
is Miami. And I would like to

1307
00:41:17,830 –> 00:41:18,750
say to the community out

1308
00:41:18,850 –> 00:41:19,670
here, down here in Miami

1309
00:41:19,670 –> 00:41:20,920
is probably a lot worse,

1310
00:41:20,920 –> 00:41:22,030
although right now it’s been

1311
00:41:22,470 –> 00:41:24,610
pretty good. But now let

1312
00:41:24,610 –> 00:41:25,640
me ask you on the

1313
00:41:25,640 –> 00:41:27,500
flip side though. Sheila talked

1314
00:41:27,500 –> 00:41:29,490
about the strategies that organizations

1315
00:41:29,490 –> 00:41:31,270
are taking to optimize the

1316
00:41:31,270 –> 00:41:33,830
workplace environment in the current situation and

1317
00:41:33,830 –> 00:41:35,840
into the future. And she

1318
00:41:35,840 –> 00:41:37,510
also highlighted some things that

1319
00:41:37,510 –> 00:41:38,990
are really, really critical right

1320
00:41:38,990 –> 00:41:40,610
now. Things like mental and

1321
00:41:40,960 –> 00:41:43,770
physical health, activity programs. So

1322
00:41:43,770 –> 00:41:45,140
what’s the impact that your

1323
00:41:45,140 –> 00:41:46,110
company has seen in your

1324
00:41:46,110 –> 00:41:48,150
employees from that perspective, particularly

1325
00:41:48,150 –> 00:41:49,910
agents, obviously agents and supervisors

1326
00:41:50,310 –> 00:41:52,030
in terms of wellness and what are some of the

1327
00:41:52,030 –> 00:41:54,500
actions that your organization is taking

1328
00:41:54,500 –> 00:41:56,580
or is considering in terms

1329
00:41:56,580 –> 00:42:00,740
of wellness? I really appreciate

1330
00:42:00,740 –> 00:42:01,850
Sheila speaking about that and

1331
00:42:01,850 –> 00:42:03,230
bringing it up because I

1332
00:42:03,230 –> 00:42:04,160
see this as a valid

1333
00:42:04,160 –> 00:42:06,580
concern. I was discussing with

1334
00:42:06,580 –> 00:42:07,520
some of my colleagues at

1335
00:42:07,520 –> 00:42:08,710
other companies just the other

1336
00:42:08,710 –> 00:42:10,500
day. And as a whole,

1337
00:42:10,700 –> 00:42:12,200
we are seeing increases in

1338
00:42:12,200 –> 00:42:14,040
potential burnout and depression due

1339
00:42:14,040 –> 00:42:15,450
to this blurred line between

1340
00:42:15,450 –> 00:42:17,900
work and home. So as

1341
00:42:17,900 –> 00:42:19,470
a leadership team at eFinancial,

1342
00:42:19,920 –> 00:42:21,050
we’re getting ahead of this,

1343
00:42:21,340 –> 00:42:22,470
both our CEO and our

1344
00:42:22,470 –> 00:42:24,070
president have touched on this

1345
00:42:24,070 –> 00:42:25,450
in their company wide messaging.

1346
00:42:25,800 –> 00:42:26,930
And we’re talking with our

1347
00:42:26,930 –> 00:42:28,110
managers to ensure that they’re

1348
00:42:28,110 –> 00:42:29,140
looking out for the signs

1349
00:42:29,140 –> 00:42:31,230
of stress that’s present or

1350
00:42:31,230 –> 00:42:32,320
could be present in their

1351
00:42:32,600 –> 00:42:34,740
employees. eFinancial is also a

1352
00:42:34,740 –> 00:42:36,210
really big believer in promoting

1353
00:42:36,400 –> 00:42:37,950
company culture and making a

1354
00:42:37,950 –> 00:42:39,480
positive work environment. And we

1355
00:42:39,480 –> 00:42:41,520
decided that working from is not going to

1356
00:42:41,520 –> 00:42:43,170
change that. Just last week

1357
00:42:43,170 –> 00:42:44,600
our eFly squad, that’s our

1358
00:42:44,600 –> 00:42:46,050
culture team. They put together

1359
00:42:46,050 –> 00:42:47,330
a company wide scavenger hunt

1360
00:42:47,370 –> 00:42:49,100
designed to increase employee face

1361
00:42:49,100 –> 00:42:51,120
to face communication over in one environment.

1362
00:42:51,150 –> 00:42:53,290
And that was very successful

1363
00:42:53,290 –> 00:42:56,400
as well. Yeah. Sheila anything

1364
00:42:56,640 –> 00:42:57,930
that you would like to add on that topic?

1365
00:42:57,930 –> 00:42:58,750
I know that you’re very

1366
00:42:58,750 –> 00:42:59,810
passionate about this and you

1367
00:42:59,810 –> 00:43:00,470
brought it up for a

1368
00:43:00,470 –> 00:43:02,410
reason, so any additional thoughts

1369
00:43:02,410 –> 00:43:04,880
on that? Yeah, the one

1370
00:43:04,920 –> 00:43:06,270
additional thing that I think

1371
00:43:06,270 –> 00:43:07,970
is important for agents in

1372
00:43:07,970 –> 00:43:09,640
this situation, and it also helps

1373
00:43:09,640 –> 00:43:12,140
customers is to re- look

1374
00:43:12,140 –> 00:43:14,450
at the empowerment of agents,

1375
00:43:14,850 –> 00:43:16,430
and what they’re enabled to

1376
00:43:16,430 –> 00:43:18,300
do. So when you’re sitting

1377
00:43:18,300 –> 00:43:19,770
in an office, you can

1378
00:43:19,770 –> 00:43:21,420
go to a supervisor, you

1379
00:43:21,420 –> 00:43:22,660
can put a call on

1380
00:43:22,660 –> 00:43:23,640
hold and try and get

1381
00:43:23,640 –> 00:43:25,860
a supervisor. It’s not as

1382
00:43:25,860 –> 00:43:27,010
easy to do that when

1383
00:43:27,010 –> 00:43:28,830
you’re working from home. So

1384
00:43:29,010 –> 00:43:31,980
if there are levels like

1385
00:43:31,980 –> 00:43:35,620
in a financial situation where

1386
00:43:35,930 –> 00:43:37,120
agents are empowered to go

1387
00:43:37,120 –> 00:43:37,960
to a certain level and

1388
00:43:37,960 –> 00:43:39,650
not beyond, maybe this is

1389
00:43:39,650 –> 00:43:40,900
a time to re- look

1390
00:43:40,900 –> 00:43:42,840
at those levels. If there

1391
00:43:42,840 –> 00:43:45,880
are the types of refunds

1392
00:43:46,100 –> 00:43:49,120
that are possible we may

1393
00:43:49,120 –> 00:43:49,970
want to re- look at

1394
00:43:49,970 –> 00:43:51,410
the level that an agent

1395
00:43:51,410 –> 00:43:53,330
is empowered to do that

1396
00:43:53,560 –> 00:43:55,660
because our customers are looking

1397
00:43:55,660 –> 00:43:58,010
for more empathy. Our agents

1398
00:43:58,010 –> 00:44:00,410
don’t have the physical support

1399
00:44:00,410 –> 00:44:01,340
they’ve had in the past.

1400
00:44:01,430 –> 00:44:03,270
And I think it’s another area where

1401
00:44:03,370 –> 00:44:05,310
we can make things smoother

1402
00:44:05,530 –> 00:44:07,130
by re- looking at our

1403
00:44:07,230 –> 00:44:11,210
guidelines. Yeah. Now, since we’re

1404
00:44:11,210 –> 00:44:13,270
on this topic and thinking

1405
00:44:13,270 –> 00:44:15,250
also about the new normal

1406
00:44:15,290 –> 00:44:17,920
and what are the next

1407
00:44:17,920 –> 00:44:20,310
steps, what’s next. Paul let

1408
00:44:20,310 –> 00:44:21,130
me just go back to

1409
00:44:21,130 –> 00:44:22,300
your first on this one.

1410
00:44:23,630 –> 00:44:24,970
So I know that you and

1411
00:44:25,270 –> 00:44:26,560
your organization are working on

1412
00:44:26,560 –> 00:44:28,300
a back to work plan.

1413
00:44:28,620 –> 00:44:29,530
Would you share with us

1414
00:44:29,590 –> 00:44:31,350
what that looks like? And

1415
00:44:31,350 –> 00:44:32,230
I also understand that you

1416
00:44:32,230 –> 00:44:33,660
were even considering implementing a

1417
00:44:33,660 –> 00:44:35,790
permanent working from home program

1418
00:44:35,790 –> 00:44:36,910
for some of your agents. If this

1419
00:44:37,530 –> 00:44:39,000
is correct would you share

1420
00:44:39,000 –> 00:44:39,610
a little bit more with

1421
00:44:39,610 –> 00:44:41,970
us on that? This is

1422
00:44:41,970 –> 00:44:44,370
correct. We are happily in

1423
00:44:44,370 –> 00:44:45,580
the process of creating our

1424
00:44:45,580 –> 00:44:46,820
back to work plans. That’s

1425
00:44:47,010 –> 00:44:48,530
an exciting period for us

1426
00:44:48,530 –> 00:44:50,210
right now, and we’re exploring

1427
00:44:50,210 –> 00:44:51,400
a lot of different options

1428
00:44:51,400 –> 00:44:52,530
such as what’s it look

1429
00:44:52,530 –> 00:44:54,120
like to have full or half

1430
00:44:54,120 –> 00:44:57,730
remote offers? What about flexible hours

1431
00:44:58,010 –> 00:44:59,530
depending on role and tenure?

1432
00:44:59,970 –> 00:45:01,180
One silver lining to this

1433
00:45:01,180 –> 00:45:02,630
crisis is that we’ve learned

1434
00:45:02,630 –> 00:45:04,480
that offering greater flexibility won’t

1435
00:45:04,480 –> 00:45:06,620
necessarily detract from our productivity.

1436
00:45:07,040 –> 00:45:08,250
And this can, and probably

1437
00:45:08,250 –> 00:45:09,300
will become a factor in

1438
00:45:09,300 –> 00:45:11,510
our recruiting efforts nationwide. It

1439
00:45:11,510 –> 00:45:12,610
allows us to become more

1440
00:45:12,610 –> 00:45:14,970
geographically agnostic for our agents,

1441
00:45:14,970 –> 00:45:16,330
for our operations staff, for

1442
00:45:16,330 –> 00:45:18,240
everybody, because we now know

1443
00:45:18,240 –> 00:45:19,350
that we have the capability to work

1444
00:45:19,900 –> 00:45:23,020
and produce from home. That’s

1445
00:45:23,020 –> 00:45:24,660
a great point. And I think, like I said,

1446
00:45:24,660 –> 00:45:26,630
we’re seeing this across the board, so

1447
00:45:26,630 –> 00:45:27,820
I would totally agree that

1448
00:45:27,970 –> 00:45:29,240
this is something that, to

1449
00:45:29,240 –> 00:45:30,360
your point that we thought

1450
00:45:30,360 –> 00:45:32,340
the productivity could be affected,

1451
00:45:32,340 –> 00:45:34,000
but reality is that it

1452
00:45:34,380 –> 00:45:36,570
is the opposite. Now Colin,

1453
00:45:37,190 –> 00:45:38,120
I wanted to also go

1454
00:45:38,120 –> 00:45:39,800
back to the perspective of

1455
00:45:39,800 –> 00:45:40,980
the business per se, right?

1456
00:45:40,980 –> 00:45:42,330
So you’re in the retail

1457
00:45:42,330 –> 00:45:44,010
industry and we know that

1458
00:45:44,010 –> 00:45:46,140
eCommerce before this whole thing

1459
00:45:46,140 –> 00:45:47,690
happened eCommerce was already in

1460
00:45:47,690 –> 00:45:50,330
the path forward for the

1461
00:45:50,330 –> 00:45:51,520
retail industry. Right? And it’s

1462
00:45:51,520 –> 00:45:52,620
rapidly increasing. And I think

1463
00:45:52,800 –> 00:45:54,600
that obviously this is across

1464
00:45:54,610 –> 00:45:56,130
the globe. But in this new

1465
00:45:56,130 –> 00:45:59,230
normal from your perspective, is

1466
00:45:59,230 –> 00:46:03,710
eCommerce becoming essential? What are

1467
00:46:03,710 –> 00:46:04,850
the key elements that will

1468
00:46:04,850 –> 00:46:06,720
be absolutely critical in succeeding

1469
00:46:06,720 –> 00:46:08,100
and even surviving in the

1470
00:46:08,100 –> 00:46:11,620
eCommerce world? Yeah, absolutely. I

1471
00:46:11,620 –> 00:46:13,430
think that eCommerce has been

1472
00:46:13,430 –> 00:46:14,410
around for quite some time,

1473
00:46:14,410 –> 00:46:15,570
but in the new normal,

1474
00:46:15,570 –> 00:46:16,390
you’re going to have a

1475
00:46:16,390 –> 00:46:17,510
new normal of eCommerce as

1476
00:46:17,510 –> 00:46:19,060
well. You’re going to have

1477
00:46:19,060 –> 00:46:19,870
to be stepping up your

1478
00:46:19,870 –> 00:46:20,750
service levels. You’re going to

1479
00:46:20,750 –> 00:46:21,980
be having to step up

1480
00:46:21,980 –> 00:46:23,090
your context. And I think

1481
00:46:23,090 –> 00:46:23,900
we keep coming back to

1482
00:46:23,900 –> 00:46:26,920
this the consumer who’s going

1483
00:46:26,920 –> 00:46:27,960
to be a scarce commodity

1484
00:46:27,960 –> 00:46:29,420
because of the economic climate.

1485
00:46:29,830 –> 00:46:30,940
And they’re going to want you to

1486
00:46:30,940 –> 00:46:32,260
have context, and then we’re going to want you

1487
00:46:32,260 –> 00:46:33,470
to understand who they are and what

1488
00:46:33,470 –> 00:46:34,560
they need to do or where

1489
00:46:35,390 –> 00:46:36,210
they need to be. So

1490
00:46:36,640 –> 00:46:38,580
we will be accelerating conversations

1491
00:46:38,580 –> 00:46:40,190
with Genesys around things like

1492
00:46:40,200 –> 00:46:43,280
Altocloud. And funny that we

1493
00:46:43,280 –> 00:46:44,160
were talking about bot as

1494
00:46:44,160 –> 00:46:45,230
well. So just making sure

1495
00:46:45,230 –> 00:46:46,610
that a bot is not

1496
00:46:46,610 –> 00:46:47,770
just about call deflection, but

1497
00:46:47,770 –> 00:46:49,350
it’s also about being able

1498
00:46:49,350 –> 00:46:50,270
to give context to an

1499
00:46:50,270 –> 00:46:51,380
agents as to what the

1500
00:46:51,380 –> 00:46:52,770
customer journey is from an

1501
00:46:52,770 –> 00:46:55,130
eCommerce perspective. And then I

1502
00:46:55,130 –> 00:46:56,530
think more from the brick

1503
00:46:56,530 –> 00:46:58,530
and mortar perspective especially being

1504
00:46:58,530 –> 00:47:00,610
in fashion, retail, eCommerce and

1505
00:47:00,610 –> 00:47:02,650
the click and collect scenario,

1506
00:47:02,650 –> 00:47:04,480
especially with fashion. People will

1507
00:47:04,480 –> 00:47:05,330
want to come back and

1508
00:47:05,610 –> 00:47:06,720
come into store to collect,

1509
00:47:07,130 –> 00:47:08,620
to try on garments and

1510
00:47:08,620 –> 00:47:09,210
to have a touch and

1511
00:47:09,210 –> 00:47:12,110
feel of these things. So the

1512
00:47:12,110 –> 00:47:13,530
last mile of the eCommerce journey

1513
00:47:13,650 –> 00:47:14,700
is also quite important to

1514
00:47:14,700 –> 00:47:16,300
us where potentially there’ll be

1515
00:47:16,300 –> 00:47:17,900
paying in store. Maybe they

1516
00:47:17,900 –> 00:47:18,850
don’t want to be parting

1517
00:47:18,850 –> 00:47:20,430
away with cash anymore. They

1518
00:47:20,430 –> 00:47:22,240
might want to contact as payment methods

1519
00:47:22,480 –> 00:47:23,470
such as Apple Pay or

1520
00:47:23,520 –> 00:47:25,310
Samsung Pay or QR codes.

1521
00:47:25,940 –> 00:47:27,340
So the entire ecosystem around

1522
00:47:27,340 –> 00:47:29,330
eCommerce is going to shift,

1523
00:47:29,330 –> 00:47:30,870
but I do think that the fundamental

1524
00:47:30,870 –> 00:47:32,740
thread will be using things

1525
00:47:32,740 –> 00:47:34,300
like Altocloud to give you customer

1526
00:47:34,300 –> 00:47:35,410
context and help you drive

1527
00:47:35,410 –> 00:47:40,030
their sales numbers. Right. I

1528
00:47:40,030 –> 00:47:44,620
think what this tells us is that again, Sheila made this comment

1529
00:47:44,620 –> 00:47:46,340
at the very beginning. The new

1530
00:47:46,340 –> 00:47:48,240
normal based on what the

1531
00:47:48,240 –> 00:47:49,340
experience that we’re going through

1532
00:47:49,340 –> 00:47:50,630
right now, as challenging as

1533
00:47:50,630 –> 00:47:51,670
it is, is also making us see things

1534
00:47:52,390 –> 00:47:53,450
in a very different way.

1535
00:47:53,450 –> 00:47:55,400
So, Sheila, I’m going to ask

1536
00:47:55,400 –> 00:47:56,730
you the million dollar question,

1537
00:47:56,950 –> 00:47:59,670
right. How will contact centers

1538
00:47:59,780 –> 00:48:01,760
become more essential in this

1539
00:48:02,010 –> 00:48:03,830
new normal from your perspective?

1540
00:48:05,200 –> 00:48:07,620
So if you would bring

1541
00:48:07,620 –> 00:48:10,810
up my last slide. No,

1542
00:48:11,220 –> 00:48:12,480
we’ll bring that up in

1543
00:48:12,480 –> 00:48:14,280
a second. Nevermind. Okay. So

1544
00:48:14,280 –> 00:48:15,370
new normal, what does it

1545
00:48:15,370 –> 00:48:16,640
look like? And I’d like

1546
00:48:16,640 –> 00:48:17,660
to talk about it from

1547
00:48:17,660 –> 00:48:19,460
two perspectives. Let’s first talk about

1548
00:48:19,670 –> 00:48:21,540
the agent perspective and Colin

1549
00:48:21,540 –> 00:48:23,380
and Paul have already started

1550
00:48:23,480 –> 00:48:25,660
talking about this. But I

1551
00:48:25,660 –> 00:48:27,560
think it goes even further

1552
00:48:27,560 –> 00:48:28,370
than we’re going to be

1553
00:48:28,370 –> 00:48:29,860
able to have more work

1554
00:48:29,860 –> 00:48:31,280
from home agents because we

1555
00:48:31,390 –> 00:48:33,260
proved the case now, right?

1556
00:48:33,550 –> 00:48:34,970
The technology has always been there

1557
00:48:34,970 –> 00:48:36,430
to do it, but there’s been

1558
00:48:36,450 –> 00:48:38,700
some reticence on the part

1559
00:48:38,700 –> 00:48:40,920
of companies sometimes. I think

1560
00:48:40,920 –> 00:48:42,370
it also now begins to

1561
00:48:42,370 –> 00:48:45,440
impact our hiring guidelines in

1562
00:48:45,440 –> 00:48:47,260
a positive way. So one

1563
00:48:47,260 –> 00:48:48,040
of the things we’ll look

1564
00:48:48,040 –> 00:48:50,040
for is someone who does

1565
00:48:50,040 –> 00:48:51,410
have an environment at home

1566
00:48:51,550 –> 00:48:52,830
that will allow them to

1567
00:48:52,830 –> 00:48:55,670
work from home. We also

1568
00:48:55,670 –> 00:48:57,110
want to be able to

1569
00:48:57,750 –> 00:49:00,060
now give much more flexible

1570
00:49:00,060 –> 00:49:01,630
schedules than perhaps we were

1571
00:49:01,630 –> 00:49:02,810
able to offer in the

1572
00:49:02,810 –> 00:49:04,270
past. So it could be

1573
00:49:04,270 –> 00:49:05,430
that somebody wanted to work

1574
00:49:05,430 –> 00:49:07,140
for you, but they couldn’t

1575
00:49:07,140 –> 00:49:09,160
work 9: 00 to 5:

1576
00:49:09,160 –> 00:49:11,610
00 or the 2:00 to 10: 00

1577
00:49:11,610 –> 00:49:13,480
shifts that you wanted. And

1578
00:49:13,480 –> 00:49:14,830
now if you enable that

1579
00:49:14,830 –> 00:49:15,820
as a work from home,

1580
00:49:15,960 –> 00:49:17,860
suddenly it opens up the

1581
00:49:17,860 –> 00:49:19,500
possibilities to a workforce that

1582
00:49:19,500 –> 00:49:20,370
may not have been able

1583
00:49:20,370 –> 00:49:21,150
to work with you in

1584
00:49:21,150 –> 00:49:22,760
the past. Right? So I

1585
00:49:22,760 –> 00:49:24,890
think this is a very positive

1586
00:49:24,890 –> 00:49:27,500
changes for agents and for

1587
00:49:27,620 –> 00:49:30,410
retention of workforce and finding

1588
00:49:30,440 –> 00:49:32,260
new talent that come out

1589
00:49:32,300 –> 00:49:34,100
of this and that become

1590
00:49:34,260 –> 00:49:37,330
the new normal. And then

1591
00:49:37,900 –> 00:49:40,200
Colin and Paul both mentioned

1592
00:49:40,200 –> 00:49:43,050
this and artificial intelligence I

1593
00:49:43,050 –> 00:49:45,600
think comes out of this

1594
00:49:45,600 –> 00:49:48,100
initial pandemic smelling like a

1595
00:49:48,100 –> 00:49:49,390
rose. Let’s put it that

1596
00:49:49,450 –> 00:49:51,460
way. If we could say

1597
00:49:51,460 –> 00:49:58,470
that invention that… I’ve lost

1598
00:49:58,470 –> 00:49:59,810
my train of thought. Invention or

1599
00:49:59,810 –> 00:50:03,590
whatever. I think we’re going

1600
00:50:03,590 –> 00:50:06,530
to have more innovation come

1601
00:50:06,530 –> 00:50:09,810
forward into our general everyday

1602
00:50:09,880 –> 00:50:12,740
operations, much more quickly than

1603
00:50:12,740 –> 00:50:13,870
we thought that we would

1604
00:50:13,870 –> 00:50:16,140
have. And I think the

1605
00:50:16,140 –> 00:50:18,700
reason is that think about

1606
00:50:18,700 –> 00:50:21,560
those States that are suddenly

1607
00:50:21,560 –> 00:50:22,690
using a bot on their

1608
00:50:22,690 –> 00:50:24,330
website. And if you would

1609
00:50:24,350 –> 00:50:25,570
ask them three months ago

1610
00:50:25,570 –> 00:50:27,810
about using artificial intelligence, they

1611
00:50:27,810 –> 00:50:28,520
would have looked at you

1612
00:50:28,520 –> 00:50:30,010
like you were crazy, but

1613
00:50:30,010 –> 00:50:31,300
they needed to do it

1614
00:50:31,830 –> 00:50:34,150
to necessity. It’s not just

1615
00:50:34,150 –> 00:50:35,440
the mother of invention. It’s

1616
00:50:35,440 –> 00:50:37,190
the mother of innovation. That

1617
00:50:37,190 –> 00:50:37,980
was the phrase that I

1618
00:50:37,980 –> 00:50:40,750
wanted to use. Right. I

1619
00:50:40,750 –> 00:50:42,180
think what we’re finding here

1620
00:50:42,180 –> 00:50:43,930
is that companies are looking

1621
00:50:43,930 –> 00:50:45,240
back at some of those

1622
00:50:45,240 –> 00:50:47,990
artificial intelligence solutions and products

1623
00:50:48,320 –> 00:50:50,220
like was discussed here. Well,

1624
00:50:50,220 –> 00:50:52,220
we thought about Altocloud, but

1625
00:50:52,860 –> 00:50:54,440
this wasn’t the time or

1626
00:50:54,440 –> 00:50:56,500
it wasn’t the highest priority.

1627
00:50:56,900 –> 00:50:58,070
And suddenly we say, wait

1628
00:50:58,070 –> 00:50:59,440
a minute, in this new

1629
00:50:59,440 –> 00:51:01,270
normal things that were out

1630
00:51:01,270 –> 00:51:02,720
there are now going to

1631
00:51:02,720 –> 00:51:04,910
become part of everyday life.

1632
00:51:05,630 –> 00:51:06,530
So I think those two

1633
00:51:06,530 –> 00:51:08,250
things from a technology point

1634
00:51:08,250 –> 00:51:09,650
of view, I think artificial

1635
00:51:09,650 –> 00:51:11,860
intelligence is going to see a

1636
00:51:11,860 –> 00:51:14,210
bump in adoption. We’re going

1637
00:51:14,300 –> 00:51:15,540
to see that move from

1638
00:51:15,730 –> 00:51:18,060
proof of concept to roll

1639
00:51:18,060 –> 00:51:20,630
out happen much more quickly

1640
00:51:20,740 –> 00:51:22,530
than we would’ve expected three

1641
00:51:22,530 –> 00:51:23,900
months ago. And I think

1642
00:51:23,900 –> 00:51:25,070
we have an opportunity to

1643
00:51:25,070 –> 00:51:27,450
revisit how we hire, how

1644
00:51:27,450 –> 00:51:29,600
we train, and the kind

1645
00:51:29,600 –> 00:51:31,490
of shifts we offer with

1646
00:51:31,490 –> 00:51:34,140
that kind of agent workforce

1647
00:51:34,140 –> 00:51:36,090
flexibility that agents have been looking

1648
00:51:36,090 –> 00:51:37,440
for. I think we’re closer

1649
00:51:37,440 –> 00:51:40,900
now to understanding that notion

1650
00:51:40,900 –> 00:51:43,020
of a gig agent, we

1651
00:51:43,020 –> 00:51:44,380
can supply that inside our

1652
00:51:44,380 –> 00:51:45,940
contact center. And we didn’t

1653
00:51:45,940 –> 00:51:48,550
realize that we could. Yeah,

1654
00:51:49,030 –> 00:51:50,350
I love that AI is

1655
00:51:50,350 –> 00:51:51,210
going to be smelling like

1656
00:51:51,210 –> 00:51:52,290
a rose, I think that

1657
00:51:52,290 –> 00:51:54,560
that’s a quote that has been for the

1658
00:51:54,560 –> 00:51:56,680
posterity. But just a quick

1659
00:51:56,850 –> 00:51:58,610
clarification for those in the audience that

1660
00:51:58,690 –> 00:51:59,370
may not be familiar with Altocloud. That’s

1661
00:52:00,080 –> 00:52:02,060
a pretty good engagement solution

1662
00:52:02,060 –> 00:52:03,610
that we have at Genesys really

1663
00:52:03,610 –> 00:52:04,760
allows you to understand the

1664
00:52:04,760 –> 00:52:06,190
intent of the customer. And then

1665
00:52:07,110 –> 00:52:08,700
determine what’s the right resource

1666
00:52:09,640 –> 00:52:10,900
to serve that need at

1667
00:52:10,900 –> 00:52:12,700
that point. Which again speaks

1668
00:52:12,700 –> 00:52:15,300
about how artificial intelligence can

1669
00:52:15,300 –> 00:52:17,500
truly be part of our

1670
00:52:17,500 –> 00:52:19,340
empathy in terms of the customer

1671
00:52:19,340 –> 00:52:22,580
experience strategy. Now, coming to

1672
00:52:23,200 –> 00:52:24,080
the time and so I

1673
00:52:24,080 –> 00:52:25,550
would like to maybe starting

1674
00:52:25,550 –> 00:52:27,510
with Paul and Colin. Each

1675
00:52:27,510 –> 00:52:30,530
of you would please share

1676
00:52:31,110 –> 00:52:33,410
given all this situation, what’s

1677
00:52:33,410 –> 00:52:35,410
the biggest lesson learned during

1678
00:52:35,410 –> 00:52:37,240
this unprecedented time? Paul, I’ll

1679
00:52:37,240 –> 00:52:41,560
start with you. Sure. I

1680
00:52:41,560 –> 00:52:43,130
guess this current crisis has

1681
00:52:43,130 –> 00:52:45,770
really reinforced my existing belief

1682
00:52:45,770 –> 00:52:46,910
in the importance of cloud

1683
00:52:46,910 –> 00:52:49,710
services and distributed platforms. Had

1684
00:52:49,710 –> 00:52:51,060
we not made that strategic

1685
00:52:51,060 –> 00:52:52,080
decision to move to the

1686
00:52:52,080 –> 00:52:53,620
cloud when we did the

1687
00:52:53,620 –> 00:52:54,830
outcome right now will look

1688
00:52:54,850 –> 00:52:56,350
very different for eFinancial as

1689
00:52:56,350 –> 00:52:58,380
a company. As Sheila discussed,

1690
00:52:58,380 –> 00:52:59,220
I think that we’re going

1691
00:52:59,220 –> 00:53:02,090
to see increased prioritization in

1692
00:53:02,090 –> 00:53:04,210
cloud computing and cloud services

1693
00:53:04,210 –> 00:53:05,570
post- COVID. So that would probably be

1694
00:53:05,570 –> 00:53:08,670
my biggest takeaway. Thank you Paul. Colin your biggest lesson learned?

1695
00:53:12,900 –> 00:53:14,430
Yeah, I absolutely agree with

1696
00:53:14,430 –> 00:53:15,230
Paul. I think we’ve been

1697
00:53:15,230 –> 00:53:16,130
talking about a route to

1698
00:53:16,130 –> 00:53:17,170
cloud for quite some time,

1699
00:53:17,360 –> 00:53:18,480
and I think a lot

1700
00:53:18,480 –> 00:53:20,840
of companies and the CEO’s

1701
00:53:20,840 –> 00:53:22,440
will be accelerating those discussions.

1702
00:53:22,440 –> 00:53:24,380
But I think the biggest

1703
00:53:24,400 –> 00:53:26,090
learning so far is make

1704
00:53:26,090 –> 00:53:26,750
sure that you’ve got the

1705
00:53:26,750 –> 00:53:28,990
tools to communicate as effectively

1706
00:53:28,990 –> 00:53:30,430
as you can, both with your

1707
00:53:30,430 –> 00:53:31,590
customers, but also with your

1708
00:53:31,590 –> 00:53:34,290
employees. It’s just so critical

1709
00:53:34,290 –> 00:53:35,170
at this time that people

1710
00:53:35,170 –> 00:53:36,750
know that you’re there. They

1711
00:53:36,750 –> 00:53:37,480
can reach out on the

1712
00:53:37,480 –> 00:53:39,610
channel of their choice and

1713
00:53:39,610 –> 00:53:42,050
make sure that that communication is frictionless

1714
00:53:42,050 –> 00:53:43,960
and their processes frictionless. So

1715
00:53:43,960 –> 00:53:45,520
definitely looking to, again, bringing

1716
00:53:45,520 –> 00:53:47,260
those communication mechanisms into one

1717
00:53:47,570 –> 00:53:48,720
spot and then making sure that

1718
00:53:48,720 –> 00:53:50,050
you’ve got the flexibility of

1719
00:53:50,050 –> 00:53:52,240
things like cloud payments to

1720
00:53:52,240 –> 00:53:54,220
really engage and capitalize on

1721
00:53:54,580 –> 00:53:55,710
some of these opportunities that

1722
00:53:56,070 –> 00:53:57,090
this type of pandemic can

1723
00:53:57,090 –> 00:54:01,020
present. Thank you Colin. And

1724
00:54:01,020 –> 00:54:02,130
Sheila going to you. Would

1725
00:54:02,130 –> 00:54:03,340
you share your final thoughts

1726
00:54:03,340 –> 00:54:04,660
on the new normal and

1727
00:54:04,660 –> 00:54:08,670
redefining business continually? And now

1728
00:54:08,670 –> 00:54:09,540
you can bring up my

1729
00:54:09,540 –> 00:54:11,600
final slide Barbara if you

1730
00:54:11,600 –> 00:54:15,280
would. Thank you. So this

1731
00:54:15,280 –> 00:54:17,490
slide is a picture of

1732
00:54:17,490 –> 00:54:18,810
Andy Jassy, who is the

1733
00:54:18,810 –> 00:54:21,900
CEO of AWS. And it

1734
00:54:21,900 –> 00:54:24,570
was the notes there are

1735
00:54:24,570 –> 00:54:26,770
taken from his keynote speech

1736
00:54:27,050 –> 00:54:29,160
at The Reinvent Conference in

1737
00:54:29,160 –> 00:54:31,040
November. And so he’s a

1738
00:54:31,040 –> 00:54:33,600
pretty prescient guy. He has

1739
00:54:33,600 –> 00:54:34,410
a notion of where the

1740
00:54:34,410 –> 00:54:35,860
world is going and even

1741
00:54:35,860 –> 00:54:37,700
not knowing that there was

1742
00:54:37,760 –> 00:54:40,180
a pandemic coming. He understood

1743
00:54:40,180 –> 00:54:40,880
that the way that the

1744
00:54:40,880 –> 00:54:42,000
world was going, maybe it’s

1745
00:54:42,000 –> 00:54:43,500
going to go there more

1746
00:54:43,500 –> 00:54:45,340
quickly now, but what he

1747
00:54:45,340 –> 00:54:46,920
said and really rang true

1748
00:54:46,920 –> 00:54:49,380
for me was companies today,

1749
00:54:49,940 –> 00:54:51,120
or either born in the

1750
00:54:51,120 –> 00:54:55,930
cloud, companies like Netflix and

1751
00:54:56,270 –> 00:55:00,660
Airbnb and Uber. Or they

1752
00:55:00,660 –> 00:55:02,480
need to be reborn in

1753
00:55:02,480 –> 00:55:03,850
the cloud. And if we

1754
00:55:03,850 –> 00:55:06,250
think about eFinance if we think about

1755
00:55:06,560 –> 00:55:09,500
Mr Price, they are re-

1756
00:55:09,500 –> 00:55:11,610
building their businesses in the

1757
00:55:11,610 –> 00:55:13,620
cloud. They’re taking their contact

1758
00:55:13,620 –> 00:55:15,370
center agents and moving them

1759
00:55:15,370 –> 00:55:17,440
to cloud based solutions. They’re

1760
00:55:17,440 –> 00:55:19,960
thinking about digital kinds of

1761
00:55:19,960 –> 00:55:21,670
interactions and making those available

1762
00:55:21,670 –> 00:55:23,330
to their customers. Because in order

1763
00:55:23,330 –> 00:55:25,430
to compete with those born

1764
00:55:25,430 –> 00:55:26,890
in the cloud companies, they

1765
00:55:26,890 –> 00:55:29,640
have to rebuild themselves in

1766
00:55:29,640 –> 00:55:32,100
the cloud. Another thing that

1767
00:55:32,100 –> 00:55:33,110
Andy said that I think

1768
00:55:33,330 –> 00:55:35,030
is also so relevant and

1769
00:55:35,030 –> 00:55:37,620
really rang true, knowing what

1770
00:55:37,620 –> 00:55:39,410
Genesys is now doing is

1771
00:55:39,410 –> 00:55:41,410
the notion that a multi- cloud

1772
00:55:41,690 –> 00:55:43,830
is a legitimate conversation. So

1773
00:55:43,830 –> 00:55:45,090
what does that mean? So

1774
00:55:45,090 –> 00:55:46,760
Andy clearly is in charge

1775
00:55:46,760 –> 00:55:48,500
of the public cloud that

1776
00:55:48,500 –> 00:55:49,750
Genesys cloud is built on

1777
00:55:50,350 –> 00:55:53,070
AWS, but not every company

1778
00:55:53,070 –> 00:55:55,600
and every business is necessarily

1779
00:55:55,600 –> 00:55:57,080
going to want all of

1780
00:55:57,080 –> 00:55:58,540
their computing coming out of

1781
00:55:58,980 –> 00:56:00,440
AWS. There are others who are going to

1782
00:56:00,840 –> 00:56:03,070
want choices from Microsoft Azure

1783
00:56:03,690 –> 00:56:05,210
or choices of their own

1784
00:56:05,230 –> 00:56:09,220
IBM cloud or other clouds.

1785
00:56:09,480 –> 00:56:10,760
And so Genesys is now

1786
00:56:10,760 –> 00:56:12,670
working and the team that

1787
00:56:12,670 –> 00:56:14,790
Barry O’Sullivan heads on how

1788
00:56:14,790 –> 00:56:17,460
do we make the best

1789
00:56:17,460 –> 00:56:19,460
of Genesys available, the best

1790
00:56:19,460 –> 00:56:21,950
innovation of Genesys cloud available

1791
00:56:21,950 –> 00:56:24,250
in a multi- cloud scenario

1792
00:56:24,450 –> 00:56:26,080
for those customers. And so,

1793
00:56:26,320 –> 00:56:27,340
to me, it was very

1794
00:56:27,760 –> 00:56:31,590
refreshing to hear, Jassy say,

1795
00:56:31,590 –> 00:56:33,910
I recognize that. I think

1796
00:56:33,910 –> 00:56:34,740
I’ll still be a big

1797
00:56:34,740 –> 00:56:36,310
part of the world. I

1798
00:56:36,310 –> 00:56:37,240
still think a lot of

1799
00:56:37,240 –> 00:56:38,340
customers are going to want

1800
00:56:38,340 –> 00:56:40,330
to use my services, but

1801
00:56:40,330 –> 00:56:41,770
I’m going to build bridges

1802
00:56:41,930 –> 00:56:43,370
to those other public clouds.

1803
00:56:44,460 –> 00:56:46,460
And then finally he made

1804
00:56:46,460 –> 00:56:48,330
a very strong statement that

1805
00:56:48,520 –> 00:56:52,570
data is the new currency

1806
00:56:52,920 –> 00:56:55,320
of business. And I think

1807
00:56:55,600 –> 00:56:57,100
the conversations that we had

1808
00:56:57,100 –> 00:57:01,930
today around personalization, about empowering

1809
00:57:01,930 –> 00:57:04,210
agents is all about getting

1810
00:57:04,210 –> 00:57:06,550
the right data to agents

1811
00:57:06,890 –> 00:57:08,590
and having that data to

1812
00:57:08,590 –> 00:57:11,240
be able to process that

1813
00:57:11,240 –> 00:57:12,920
data and make the decisions

1814
00:57:12,920 –> 00:57:15,110
about it available to agents

1815
00:57:15,170 –> 00:57:17,410
like predictive engagement can do

1816
00:57:17,590 –> 00:57:19,760
and help the agent understand

1817
00:57:20,200 –> 00:57:21,320
the best way to serve

1818
00:57:21,320 –> 00:57:24,330
a customer. That’s part of

1819
00:57:24,330 –> 00:57:25,420
this new normal as we

1820
00:57:25,420 –> 00:57:27,350
go forward. So I think

1821
00:57:27,350 –> 00:57:28,160
Jesse was prescient but I

1822
00:57:28,160 –> 00:57:29,870
think the points he made

1823
00:57:29,870 –> 00:57:31,370
are legitimate points as we

1824
00:57:31,370 –> 00:57:33,790
think about that next phase

1825
00:57:34,110 –> 00:57:35,640
of business life, post- COVID.

1826
00:57:37,990 –> 00:57:40,340
Thank you so much. Thank

1827
00:57:40,340 –> 00:57:41,580
you Barbara. Thank you. I

1828
00:57:41,580 –> 00:57:43,020
just want to finish by

1829
00:57:43,020 –> 00:57:45,070
saying, first of all, thank

1830
00:57:45,070 –> 00:57:46,520
you so much, Sheila, Paul,

1831
00:57:46,520 –> 00:57:48,410
Colin For sharing your thoughts

1832
00:57:48,410 –> 00:57:53,170
and just your experience with

1833
00:57:53,170 –> 00:57:54,670
this. With all of us to me

1834
00:57:54,900 –> 00:57:56,850
it was a fantastic conversation.

1835
00:57:56,850 –> 00:57:58,410
I hope that the audience

1836
00:57:58,620 –> 00:58:00,270
feels the same way. We

1837
00:58:00,270 –> 00:58:01,500
definitely are at a time, and I

1838
00:58:01,500 –> 00:58:02,770
don’t want to keep our

1839
00:58:02,770 –> 00:58:04,380
audience much longer. I’ll leave

1840
00:58:04,380 –> 00:58:05,620
you with just this slide,

1841
00:58:05,620 –> 00:58:06,810
which shows what Genesys is

1842
00:58:06,880 –> 00:58:08,730
doing for our customers and

1843
00:58:08,730 –> 00:58:10,380
non- Genesys customers as well

1844
00:58:10,630 –> 00:58:11,960
in terms of supporting you

1845
00:58:12,000 –> 00:58:14,100
for the handling increased demand,

1846
00:58:14,220 –> 00:58:16,610
and also a transition for

1847
00:58:16,610 –> 00:58:17,520
your agents to work from

1848
00:58:17,520 –> 00:58:19,620
home. This is all in our website.

1849
00:58:19,620 –> 00:58:20,600
You can also reach out

1850
00:58:20,600 –> 00:58:22,040
to your Genesys representative to

1851
00:58:22,040 –> 00:58:24,160
understand better how this program

1852
00:58:24,160 –> 00:58:25,840
works. And I’ll hand it

1853
00:58:25,840 –> 00:58:26,970
back to you, Josh, to

1854
00:58:26,970 –> 00:58:27,940
wrap us up. Thank you

1855
00:58:27,940 –> 00:58:32,940
so much. Thanks guys. So

1856
00:58:32,940 –> 00:58:34,680
as she mentioned, unfortunately, we

1857
00:58:34,680 –> 00:58:35,450
are at a time. I

1858
00:58:35,450 –> 00:58:36,350
definitely feel like we could

1859
00:58:36,350 –> 00:58:37,990
have continued this conversation for

1860
00:58:37,990 –> 00:58:40,810
another hour. But as we

1861
00:58:40,810 –> 00:58:42,340
wrap up today, we are

1862
00:58:42,340 –> 00:58:44,360
going to first mention that

1863
00:58:44,360 –> 00:58:45,230
you have a list of

1864
00:58:45,230 –> 00:58:46,670
resources in the resource center

1865
00:58:46,670 –> 00:58:47,870
below your Q& A window.

1866
00:58:47,870 –> 00:58:48,610
Be sure to click on

1867
00:58:48,610 –> 00:58:50,430
those before today’s session ends,

1868
00:58:50,430 –> 00:58:51,850
that will give you additional

1869
00:58:51,850 –> 00:58:53,270
information based on the topic

1870
00:58:53,270 –> 00:58:54,540
that we talked about today.

1871
00:58:56,230 –> 00:58:57,970
Also don’t forget, you will

1872
00:58:57,970 –> 00:58:59,330
receive an on demand recording

1873
00:58:59,330 –> 00:59:01,160
via email from ON24. So

1874
00:59:01,160 –> 00:59:02,160
if you missed anything during

1875
00:59:02,160 –> 00:59:03,810
the presentation, have any issues,

1876
00:59:03,810 –> 00:59:05,070
you will receive that recording

1877
00:59:05,150 –> 00:59:06,220
within the next few business

1878
00:59:06,220 –> 00:59:07,610
days. And you can actually

1879
00:59:07,610 –> 00:59:08,320
take a look at this

1880
00:59:08,320 –> 00:59:10,270
recording with full playback capabilities.

1881
00:59:12,180 –> 00:59:13,380
So with that on behalf

1882
00:59:13,380 –> 00:59:15,880
of Sheila, Barbara, Colin, and Paul,

1883
00:59:15,950 –> 00:59:16,950
as well as the entire

1884
00:59:16,950 –> 00:59:18,410
Genesys team, we thank you

1885
00:59:18,410 –> 00:59:20,070
again for joining today’s webcast,

1886
00:59:20,280 –> 00:59:22,210
The New Normal Redefining Business

1887
00:59:22,210 –> 00:59:24,300
Continuity. Until next time have

1888
00:59:24,300 –> 00:59:25,080
a good one everyone.

WATCH THE ON-DEMAND RECORDING NOW!

Meet the Speakers

Sheila webinar image 2

Sheila McGee Smith
Founder and Principal Analyst
McGee Smith Analytics

Barbara gonzalez webinar image

Barbara Gonzalez
Global VP for Strategic Business Consulting
Genesys

Colin salvesen head shot[1]

Colin Salvesen
Head of IT
Mr Price Group Ltd – South Africa

Headshot formal[2]

Paul Bourdeaux
Vice President, IT
eFinancial

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