Cloud Solution and Virtual Contact Center and CX Applications Enable Companies to Support Work From Home Models across Agents, Managers and Operations Leaders
April 7, 2020, Denver, CO – Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced they have implemented and are continuing to expand Work From Home (WFH) solutions that are making an immediate difference today, and pave the way for more efficient remote working going forward.
“In early March, when it became increasingly clear that the COVID-19 Coronavirus was on a trajectory and could impact millions of Americans, our team reached out to hundreds of our Clients to offer our help, and the response was remarkable,” said Craig Tobin, Managing Director, Eventus. “We looked across our portfolio, convened our leadership team, and engaged with experts across our organization to build and roll out the first phase of our Rapid Response program. We were fortunate to have the insight, tools and experience across every major contact center platform and could move with confidence to support a quick and successful pivot. As we enter the second quarter, and the month of April during which many states will see surges in illnesses and loss of lives, we are doubling down so we can help keep people safe at home and saving lives through social distancing. With international, federal, state, and local governments quickly implementing social distancing and stay-at-home orders, businesses are finding themselves struggling to rapidly send their workforce home in an effective way.”
For one Client, Eventus moved 400 seats less than 48 hours, including business requirements, full queueing, number migration, and more.
The Rapid Response “Contact-Center-in-a-Box” included ACD/IVR, and Agent at Home connectivity using a web browser. Beyond the basics, connecting from home doesn’t mean effectively working from home, as effectively managing a distributed workforce involves a lot more than just a headset and connectivity method. Experienced Eventus consulting resources and technology partnerships helped companies solve for the reality of this different operating environment, in areas including:
- Transition Planning and Program Management to Transition to Home Work
- 48 Hour Contact Center Telephony System Deployment
- Virtualizing the Agent Desktop
- How Recruiting Must Adapt
- The HR Implications and Solutions
- Training in a Virtual Environment
- Team and One on One Communications
- Workforce Management Best Practices
- Data Security Solutions
- Front Line Management of a Work From Home Operations
“This is also meaningful in that our Clients are seeing surges in inbound calls, especially our healthcare, insurance and government agency Clients whose ability to respond to customers who are confused and concerned is extremely important,” Tobin continued. “Because our solutions are integrated with workflow, and because our applications, including knowledge management and training, are flexible and were adjusted based on new and urgent needs, our Clients not only continued doing business as usual, but improved upon that by providing contextual and sensitive conversations. At times like these, we are very proud of our hardworking team and deep, long lasting relationships with our enterprise Clients.”
For a major retail brand that was unable to deploy Agent-at-Home due to legacy technology infrastructure, Eventus stood up a solution in days, and utilized a 500-person strong out-of-work retail workforce to answer Client help calls. The solution was tailored over a weekend and launched on the following Wednesday night. For Eventus Managed Services Clients, the Rapid Response Solutions were provided at no additional cost.
For more information about the Rapid Response solution, please visit https://www.eventusg.com/covid-19/.
About Eventus Solutions Group
Eventus delivers Experience Design, Managed Solutions, and Enabling Innovations with engagement models that Amplify CX Outcomes. Eventus has influenced over 1 billion customer interactions, reduced over $100mm in Client costs, all while improving customer loyalty. Eventus provides industry expertise, a partner ecosystem, and proven methodologies that enable their Clients to exceed goals, minimize risk, and drive CX success. For more information, visit us at eventusg.com, or follow us on LinkedIn.
Eventus Solutions Group
Senior Director – Managed Services
On September 26, participants nationwide will be celebrating St. Jude’s first-ever virtual walk/run event in honor of Childhood Cancer Awareness Month. Eventus Solutions Group has created a corporate team to join the virtual event this year and will be matching all contributions for our team dollar for dollar. With the support and donations toward our 18 members, we’ve been able to raise 80% of our fundraising goal and have become the top fundraising team in the Denver area this month! With your help and support, we can continue to fundraise and spread awareness in honor of Childhood Cancer Awareness Month.
Vasupradha Srinivasan, Senior Analyst at Forrester, and one of the top thought leaders in the contact center technology industry, wrote last week, that contact centers responded to the global health crisis with “an amazing tenacity and resourcefulness in solving for people, technology and business continuity.” In her blog and a related video, she explains that while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given work@home requirement, operators are now in a position to institutionalize the best practices.