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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
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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
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bubble burst, but nothing compares
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to what we’re all living
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through right now. So the
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slide that you’re seeing there
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shows that one of the
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places where I publish my
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views on the market is
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on a site online called
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nojitter. com. About on a
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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
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months or so all about
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Genesys, needless to say, if
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you go to No Jitter,
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you’ll see articles about other
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companies as well. But what
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it highlights is just how
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much, how active Genesys has
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been in the market and
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certainly in the last year,
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even more so perhaps than
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before that. With a new
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CEO, with partnerships with Google.
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So happy to be here
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and to pass it back
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to Barbara to introduce our
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first customer. Thank you, Sheila.
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I just want to say really, really an
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honor to have you. Sheila
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she certainly needed no introduction,
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her reputation in the contact center
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space and the customer experience space,
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procedure around the world in
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North America. Certainly, so Sheila
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also constantly has conversations with
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executives on the customer experience space.
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So we truly having you
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here to provide your thoughts
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and in recommendation Sheila, it’s
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truly an honor. So thank
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you so much. Now to
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our next panelist, I’m really
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also honored to have with
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00:09:36,650 –> 00:09:41,780
us Paul Bordeaux who’s the
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vice president of information technology
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for e- services. Paul would
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you introduce yourself please? I’m
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00:09:48,360 –> 00:09:54,510
sorry- Yeah, certainly. Backwards. I’m
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00:09:54,510 –> 00:09:56,140
so sorry Paul. Sorry let me
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00:09:56,750 –> 00:09:58,710
take this back. Colin Salvesen,
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head of IT for Mr
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Price Group. Colin, please go
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00:10:01,480 –> 00:10:04,050
ahead. Hi. Hello to everybody
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all the way from South
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Africa. And I hope you’re all
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very safe and well. Thank
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you to Genesys for having
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me. I really appreciate the
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opportunity. So yeah, I look after IT for the
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00:10:13,550 –> 00:10:15,130
Mr Price group. We’re a
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large retailer in South Africa.
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Our footprint is just over
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1200 stores and we focus on
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fashion home wear, and sportswear
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and sporting goods. And cutting
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across these verticals we also
368
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have MRP money, or Mr
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Price Money which is the
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enabler for credit in the
371
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group as well as insurance
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products to protect that credit.
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And more recently we have
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launched MRP mobile strategy, which
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00:10:40,550 –> 00:10:41,840
is MRP cellular, which is
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an immuno strategy on unselling
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of services from some of
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the top networks in South
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00:10:47,140 –> 00:10:48,830
Africa. And we also have
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our own NBN, which is MIP
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mobile. We’ve been a Genesys
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customer for the past five years through
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peer connect and we have
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approximately 600 agents of which
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a large portion of those
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are outbound sales agents and
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00:11:02,910 –> 00:11:05,630
outbound collections agents and also
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a large inbound component that
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00:11:07,250 –> 00:11:08,410
looks after eCommerce for the
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group as well as customer
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00:11:09,960 –> 00:11:11,530
care for the store footprint.
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00:11:12,060 –> 00:11:13,060
So yeah, very excited to
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00:11:13,060 –> 00:11:14,660
be discussing these topics that are
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00:11:14,810 –> 00:11:16,090
very topical and I hope
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00:11:16,090 –> 00:11:17,210
we can shed some lights on some
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of the consents, looking forward to it.
397
00:11:18,800 –> 00:11:21,110
Thank you. Thank you so
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00:11:21,110 –> 00:11:22,840
much Colin. By the way,
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00:11:22,840 –> 00:11:23,990
it’s pretty late for you out
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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
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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
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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
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00:11:42,360 –> 00:11:43,200
mentioned, my name is Paul
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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
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00:11:47,430 –> 00:11:49,360
direct consumer life insurance company.
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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
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00:11:54,810 –> 00:11:56,570
the largest director life insurance
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00:11:56,570 –> 00:11:58,250
agencies in the United States.
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00:11:58,800 –> 00:11:59,640
As an example of our
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00:11:59,640 –> 00:12:01,290
volume, we did right over $
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00:12:01,290 –> 00:12:03,800
11 billion in life insurance
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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
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00:12:10,070 –> 00:12:12,100
Mr Price their staffing model.
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00:12:12,140 –> 00:12:13,250
We have about 400 call
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00:12:13,250 –> 00:12:15,450
center agents that serves both
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00:12:15,450 –> 00:12:17,320
sales agents, transfer agents, customer
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00:12:17,320 –> 00:12:18,490
care reps, and as well
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as independent agents spread across
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00:12:20,030 –> 00:12:21,900
the country. We’re licensed in
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00:12:21,900 –> 00:12:23,630
all 50 States district of
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00:12:23,630 –> 00:12:25,360
Columbia, but our main call
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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,
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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,
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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,
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00:12:34,680 –> 00:12:36,160
Arizona sort of spread across
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the United States. I’m Colin,
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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.
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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
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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,
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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.