Remote Call Centers – How to Manage Through COVID-19

By Mingren Xiang

Work From Home Has Become The New Normal

The reality of COVID-19 for most businesses is stark and harsh. Companies must figure out how to operate and conduct business while keeping their employees safe.

This is especially true for Contact Centers, where agents are side by side in workstations and often share headsets, keyboards, desks, chairs. Contact Centers have been referred to as “petri dishes” because the close quarters occupied by hundreds and sometimes thousands of employees can result in bacteria or viral illnesses passing quickly from one person to another.

Companies are facing a new set of challenges. To begin with, many are financially challenged by severe reductions in business, as is the case with travel, entertainment and retail organizations. Others, like hospitals and clinics, are being overloaded and overwhelmed with demand. They need their contact center and customer service staff to be available, particularly during challenging times when the demand for support is typically greater, as we’ve seen in other periods of uncertainty.

Macrosoft’s CallMiner Services

Download Macrosoft’s CallMiner Implementation Services brochure to learn more how Macrosoft can help you achieve your Customer Satisfaction goals remotely.

Since COVID-19 is a global occurrence, it won’t help for companies to send their inquiries offshore, so the next best option is to have employees work at home. This is a viable option for companies that were prepared for this scenario, if the vendors and infrastructure they depend on for business continuity have the resources and practices in place to keep their systems going.

To help clarify some of the uncertainty for organizations, check out CallMiner’s list of practical and actionable practices that can help contact centers manage through the pandemic. https://learn.callminer.com/home/remote-call-centers-tools-tips-best-practices-for-remote-contact-center-managers-agents

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By Mingren Xiang | April 21st, 2020 | CallMiner

About the Author

Mingren Xiang

Mingren Xiang

Mingren is a Data Science professional at Macrosoft. He is Macrosoft's technical lead in voice and conversational analytics using the CallMiner suite of utilities. The practice includes both partnering with CallMiner to deliver speech analytic solutions and developing customized NLP applications. Mingren has a Master of Science from the University of Wisconsin-Milwaukee.

Aside from leading the speech analytics practice at Macrosoft. Mingren's research work focus on Deep Learning applications for medical image processing. He presented the Master thesis on training a CNN (Convolutional Neural Network ) based Encoder-Decoder model to reconstruct CT scans using only one X-ray image. Such a task remains to be one of the hardest challenges in the computer graphic community

Coming from a strong computer science background, Mingren is also sufficient in multiple programming language such as Java, Python, C/C++, various JavaScript libraries and SQL scripts. His specialty in software development is to utilize API to create functional backend services using web development framework like Java Spring and Django in Python.

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