Webinar Bytes

[Webinar Bytes] The new normal: Redefining business continuity

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then click the link below to access the full webinar, resources, and slides.

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

In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations.

Watch the full webinar by clicking this link.

Meet the Speakers

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Sheila McGee Smith
Founder and Principal Analyst
McGee Smith Analytics

Barbara gonzalez

Barbara Gonzalez
Global VP for Strategic Business Consulting
Genesys

Colin salvesen head shot[1]

Colin Salvesen
Head of IT
Mr Price Group Ltd – South Africa

Headshot formal[2]

Paul Bourdeaux
Vice President, IT
eFinancial

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I normally work from home although I do travel a

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lot, so I probably spend half of my time at

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home and half of my time on the road. Some

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companies, for example, are considering, should we create a working

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from home model beyond the crisis? Sheila she certainly needed

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no introduction, her reputation in the contact center space and

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the customer experience space, procedure around the world in North

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America. We have about 400 call center agents that serves

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both sales agents, transfer agents, customer care reps, and as

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well as independent agents spread across the country. So to

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get us started with this conversation, I would first like

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to ask Sheila to give us her analyst perspective on

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the current state of customer experience and the impact that

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COVID-19 is having in the contact center space. And he’s nodding

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because it’s an important piece of research that a lot

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of us in the context center look forward to seeing

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that new data every year. And digital transformation, supplying better

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digital customer experience, meeting the demands of consumers who want

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better digital options from the organizations and the companies that

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they work with. So despite some slight differences in state

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government guidelines for COVID response, eFinancial chose to enable working

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from home for all of our agents and employees at

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the same time. Colin maybe the same question for you,

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what was the changes for your agents and are they

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working from home? And we’re going to go back to that topic in

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a minute, but Paul, same question for you, how has

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the business been effective for you guys and disruption and

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customer experience and how are you mitigating it? So that

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was an initiative from our CEO, Tony Bates and his

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leadership and with constant communication and a lot of transparency

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and very quickly shutting down our offices and making sure

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that everybody was okay and working from home and staying

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safe. So we’ll be looking a lot more at stuff like

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customer self- help stuff like where your Genesys platform can

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bring all communications types into one space where we can

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actually make sense of that data and actually start delivering

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on what customers want. Some of those we can supply,

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even if the contact center is not in the cloud

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yet, but the vision should be to the point that

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was made earlier by Paul and Colin. So the question

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for you has this crisis and the fact that your

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agents are working from home, have been working from home

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now for a while. So just making sure that a

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bot is not just about call deflection, but it’s also

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about being able to give context to an agents as

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to what the customer journey is from an eCommerce perspective.

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They’re taking their contact center agents and moving them to

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cloud based solutions. So with that on behalf of Sheila,

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Barbara, Colin, and Paul, as well as the entire Genesys team,

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we thank you again for joining today’s webcast, The New

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Normal Redefining Business Continuity.

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