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carrergrowth · 10 months

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7 Call Center Interview Questions and Answers

Imagine a world where customer questions go unanswered, issues unresolved, and help seems out of reach. In the fast-paced Canadian business landscape, such a scenario is simply unthinkable. This is where call center jobs in Canada come into play, serving as the frontlines of customer service. These roles are fundamental to businesses all over the country, where a friendly voice on the other end of the phone can make all the difference. In bustling cities and even remote areas of Canada, call center professionals are the backbone of communication, making sure that customer needs are not only met but exceeded. In a country known for its welcoming attitude and dedication to customer happiness, these jobs are more than just roles—they are the guardians of excellent service that push Canadian businesses towards success.

For the call center interview preparation, it's essential to showcase your active listening skills, emphasize your problem-solving abilities, and demonstrate your empathy and patience, all of which are highly valued in this field. Be ready to share specific examples from your past experiences that highlight these qualities, and research the company thoroughly to show your genuine interest in their values and services. Dress professionally, arrive on time, and maintain a positive, friendly demeanor throughout the interview. These customer service interview tips will help you stand out and make a lasting impression on potential employers.

Call Center & BPO Interview Questions With Answers for Freshers

Whether you're seeking an entry-level position or aiming for a more advanced role, acing the call center interview is crucial. The competitive nature of these interviews demands that you be prepared for a wide range of questions. In this section, we will delve into seven common call center interview questions and provide expert answers to help you stand out in the crowd. So, let's get started!

Tell me about your customer service experience

Answer: To excel in a call center, a solid foundation in customer service is essential. I've honed my customer service skills through several years of experience in various roles. In my previous position at [Previous Company], I was responsible for handling customer inquiries via phone and email. This experience allowed me to develop exceptional communication skills, patience, and empathy. I learned the importance of actively listening to customers, understanding their needs, and providing timely solutions. My goal has always been to leave every customer with a positive impression of the company and a solution to their problem.

How do you handle difficult customers?

Sample call center interview answer: Dealing with difficult customers is an inevitable part of working in a call center. My approach in such situations is to remain calm and empathetic. I believe that listening is the key to diffusing tense situations. I allow the customer to express their concerns fully while actively listening to their frustrations. Once they have shared their perspective, I reassure them that I understand their frustration and that I'm here to help.

In my previous role, there was a particularly challenging customer who was dissatisfied with our product's performance. After listening to his concerns, I patiently explained our troubleshooting process step by step. By addressing his issues systematically and offering alternative solutions, I was able to resolve his problem. He left the conversation satisfied, and his feedback later highlighted my dedication to finding solutions, even in challenging situations.

Can you describe a situation where you went above and beyond to help a customer?

Answer: Absolutely. In a previous role at [Previous Company], I encountered a situation where a customer was facing a complex technical issue. Although it was outside the scope of our typical support, I recognized the urgency and importance of resolving it promptly. I conducted thorough research, consulted with colleagues, and escalated the issue to our technical team.

During this process, I maintained regular communication with the customer, keeping them updated on our progress. After several days of collaborative effort, we successfully resolved the issue to the customer's satisfaction. They were genuinely appreciative of our dedication and commitment to resolving their problem, which further solidified their trust in our company.

How do you prioritize and manage your workload in a fast-paced call center environment?

Answer: Prioritization and time management are crucial skills in a fast-paced call center. I employ a systematic approach to ensure efficiency and effectiveness. First, I categorize tasks based on their urgency and importance. High-priority tasks, such as resolving customer issues, are tackled immediately, while lower-priority tasks are scheduled for later.

Additionally, I make use of tools like task lists and calendars to stay organized. I also practice the "two-minute rule," which means if a task takes less than two minutes, I complete it right away instead of postponing it. This approach helps me stay on top of my workload and ensures that no customer concern is left unaddressed.

What do you know about our company and our products/services?

Answer: Researching the company and its offerings is a crucial step before any interview. I've taken the time to familiarize myself with your company, and I'm impressed by your commitment to delivering exceptional customer experiences. Your product line, especially the innovative solutions you provide in the [specific industry], aligns with my passion for helping customers find the best solutions to their needs.

I also noticed that your company has a strong presence in Canada, which is particularly exciting for me. I believe my background and experience align well with your company's values and goals, making me an excellent fit for this role.

How do you handle repetitive tasks and stay motivated in a call center role?

Answer: Repetitive tasks are part and parcel of a call center job, but I believe there's value in consistency. To stay motivated, I focus on the bigger picture – the satisfaction of helping customers and contributing to the company's success. I remind myself that each interaction is an opportunity to make a positive impact on someone's day.

Moreover, I set personal goals to break the monotony. Whether it's improving my average call resolution time or learning about new products and services, having these goals keeps me engaged and motivated. I also make use of short breaks between calls to recharge, stretch, or engage in quick mental exercises to stay sharp and energized.

How would you handle a technical issue or system outage during a call with a customer?

Answer: For this call center final interview question, you can respond like this - handling technical issues or system outages during a call with a customer requires a delicate touch. My approach is to be transparent and empathetic. I would first apologize for the inconvenience and explain the situation honestly. Customers appreciate honesty and understand that technical glitches can occur.

Next, I would reassure the customer that I'm committed to resolving the issue as quickly as possible. Depending on the problem, I may ask them to hold briefly while I consult with our technical team or provide alternative methods for them to reach a solution. Throughout the process, I would maintain open communication, keeping the customer informed of our progress and ETA for resolution.

Conclusion

It's important to note the growing significance of work from home (WFH) customer service representatives, particularly within digital CX companies. These professionals are reshaping the landscape of customer service by delivering top-notch support and assistance directly from their homes. The rise of call center jobs from home has expanded opportunities for job seekers and allowed digital CX companies to tap into a global talent pool. This shift not only reflects the adaptability of the industry but also underscores the increasing importance of seamless digital interactions in modern customer service roles.

In the competitive world of call center interviews, preparation is key. By providing customer-centric interview responses, you'll increase your chances of making a lasting impression on potential employers. Remember, success in a call center role is not just about technical skills but also about your ability to empathize, communicate effectively, and adapt to various situations. With the right mindset and approach, you can excel in this dynamic and rewarding field, providing exceptional customer service and contributing to your company's success.

Good luck with your call center interview journey!

#call center jobs from home #work from home (WFH) customer service representative

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goteamphilippines · 2 years

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Remote and Work From Home: Customer Service Representative - GoTeam

If you have customer service experience, check this out!

We are looking for a Customer Service Representative who can work with one of our Australian clients and provide customers with a positive, informative, and engaging shopping experience via Zendesk/Podium.

Earn up to 35K monthly and enjoy plenty of perks including HMO coverage starting from day 1!

This is a Remote (Work from Home) set up and will be on the Day Shift.

#Customer Service Representative #work from home jobs in cebu #work from home jobs in philippines #WFH jobs #work from home job hiring cebu #work from home job hiring philippines #at home jobs hiring cebu #at home jobs hiring philippines #work from home jobs hiring now #companies hiring remote workers cebu #work from home hiring philippines #wfh jobs hiring now

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jobkash · 3 days

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Customer Service Call Center Representative - Sales (Work From Home)

Job Description:In order to qualify for this WFH position, you must reside in one of the following states: Illinois; Indiana; Minnesota; South Dakota or Wisconsin.This is your opportunity to be the voice of AT&T – a global leader in communications and technology. As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer. Every interaction is an…

#AT&T

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kristenbrady · 6 months

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Get Hired At One Of These Remote Jobs Always Hiring!

I’ve got 15 remote job companies that you have never seen before that are always hiring! These are work-from-home or remote positions. These companies specifically are going to be hiring for entry-level positions.

So you’re going to be able to go into this whether you have a ton of experience or you have no experience at all. If you appreciate me doing these types of articles, sign up here to catch every story when I publish.

Sarnova

Sarnova is a US healthcare company, and they’re a distributor of healthcare products for EMS, fire departments, police forces, nurses, and hospital staff.

The reason I included this one on the list is because I only find the best stuff for you guys and this company won an award for the 2023 Great Place To Work certification and they won it for the third year in a row.

Some of the highlights here are the work that you do makes a difference in saving lives.

Also, there are going to be great benefits, like flex PTO, hybrid work-from-home schedule, full suite of health and wellness benefits, 401K, matching tuition reimbursement, adoption assistance, and let’s not forget about pet insurance.

One of the remote jobs that they often hire for is going to be a Customer Care Representative. This position makes between $36,000 and $46,000 a year.

There are a lot of other options at this company that are not entry-level, such as a Sales Account Manager that makes between $83,000 and $136,000 a year, or an E-commerce Merchandiser who makes about $56,000 to $85,000 a year.

They have some great ratings online, so it’s a good one to look into, especially if you want to work in the healthcare industry and especially if you want to get a remote job; here are some jobs that are available right now.

Check Out These Work-From-Home Opportunities for 2024

13 of the easiest WFH gigs for 2024

medium.com

Reminder Media

Reminder Media works with business owners and sales professionals to streamline their client contact process. They focus on eliminating concerns about reaching out to clients and following up with leads.

The company’s goal is to create tools and services that automate your marketing process. This company has a Better Business Bureau A+ rating and it’s one of the top 5,000 incorporated companies.

This is an up-and-coming company and they have some great benefits. They have health insurance, they offer an HSA account, which is awesome, they offer college loan refinancing, which, as we all know, a lot of Americans need, and they offer a good amount of paid time off.

Some of the jobs that they often hire for are going to be Remote Call Center which make around $65,000 to $120,000 a year, Inside Sales where you can make about $65,000 to $120,000 a year, and Phone Sales which will make about $65,000 to $120,000 a year. They also have some great ratings online.

Triplepoint PR

Triplepoint PR is a communications agency that offers extensive PR or public relations services including Media Relations Influencer, Marketing Event Management, etc. They have an extensive list of well-known clients. They work with Blizzard, Meta, Pokemon, Mario Brothers, and Sega.

They offer a good amount of bonuses, for one, a lot of their workers are remote, there’s profit sharing and bonuses, you get insurance, vacation, 401K matching, and you also receive a corporate Mastercard for any business-related expenses that you have.

Depending on your position, you may get to travel to different industry-related events.

They hire for several different positions, such as Account Coordinators who make about $42,000 to $56,000 a year, Account Executives who make about $61,000 to $100,000 a year and other associates who make about $46,000 to $78,000 a year.

They also have really good ratings online and that’s why I included them on this list.

R1 RCM

R1 RCM is a leading provider of technology-driven solutions that enhance the financial performance and patient experience of healthcare organizations and this is an up-and-coming company that has over 28,000 employees.

They have pretty good benefits. Some of the remote jobs they hire for are going to be Follow-up Associates who make about $32,000 to $42,000 a year, Junior Recruiters who make around $48,000 to $72,000 a year and Patient Access Associates who make about $36,000 to $52,000 a year.

Onbe

Onbe is a fintech company that specializes in modernizing and managing business-to-business individual disbursements. They focus on fast, convenient, and versatile payment solutions.

This company has won a bunch of different employee-related accolades, such as getting on the list of Built-In Best Places To Work Textio 2022, Growth Mindset Award, The Goldie Awards, Silver Winner for the Golden Bridge Awards, the Globy Awards, Golden Winner for the Women In Business Award, the Stevie Award for 2022, International Businesses and the Stevie award 2023 for sales and customer service.

They have industry-leading benefits, 13 paid holidays, unlimited paid time off, you can work from anywhere, parental leave for up to 15 weeks, they offer a great HSA, and of course, they have wellness benefits.

They have a 4.4-star rating on Glassdoor, which is awesome, and 93% of the employees approve of the CEO. One of the jobs that I saw them hiring for was Associate Java Engineer.

They make about $110,000 a year, plus bonuses, Client Support Specialist who makes about $49,000 to $61,000 a year with eligibility for an annual bonus and Fraud Investigations Associate who makes about $47,000 to $63,000 a year, plus bonuses.

Focus Forward

Focus Forward hires in the US, as well as worldwide, and they provide a wide range of research services, such as recruitment, transcription, translation, and coding.

What they do is pay people who are in your company’s target demographic to do focus groups or to take surveys.

This is going to be one of the easier ones to get hired for and one of the positions that they often hire people for is going to be a Market Research Interviewer, and they get paid around $15 an hour.

They also hire transcribers who get paid around 40 cents per audio minute. This is another really good one to look into, especially if you’re just trying to get into a really quick entry-level position.

Enterprise Mobility

Enterprise Mobility is a transportation-focused, family-owned business and it operates across 100 different companies with a large fleet of trucks. They’ve got a ton of different awards.

This is one of those companies that’s pretty good, and they take their reputation very seriously.

They have a ton of different benefits. Some of the remote jobs they typically hire for are going to be Automotive Maintenance Coordinator who makes about $18 to $21 per hour, Automotive Service Advisors who make about $24 to $26 an hour, and Reservation Sales Representatives who make about $17.25 per hour.

One Support

One Support does exactly what they sound like. They provide customer support and technical support services. They primarily operate in the technology and telecom industries.

They particularly like to work with what they like to call e-government agencies. They have an A+ rating on the Better Business Bureau website and they hire a ton of entry-level jobs.

They don’t pay amazingly well, but again, this is one of those where you could get your first remote job just to get your foot in the door relatively quickly.

For instance, they hire Technical Support Representatives for $12 an hour, Sales Support Representatives for $12 an hour, Client Support Representatives for $12 an hour, and Bilingual Sales Support Representatives for $12 to $15 an hour.

This company has really good ratings online.

Maximus

Maximus specializes in offering transformative technology services. They essentially focus on digital customer experiences and clinical health services.

They’ve won a ton of different awards, so they’re very well recognized and respected. They have a ton of different company benefits.

Some of the remote jobs they typically hire for are going to be a Trainer who makes around $16 to $36 per hour, a Customer Advocacy Specialist who makes about $42,000 to $50,000 a year, a Software Systems Engineer that makes $42,000 to $100,000 a year, and a Proposal Writer which makes $42,000 to $90,000 a year.

This company also has really good ratings online, of course, I try to only include companies that have good employee satisfaction scores.

Nelnet

Nelnet is a company that services and takes care of student loans. They do other stuff outside of that, like insurance, financing, and other types of financial-related services, but the student loan thing is what they’re well known for.

They have a lot of awesome perks and benefits.

Some of the remote jobs they often hire for are going to be Nelnet Customer Service Advisor who makes about $16.20 per hour, plus an extra dollar per hour if you can speak Spanish, a First Mark Customer Service Advisor who would be making about $14 an hour and a Value Added Services Implementation Specialist which makes between $44,000 to $48,000 a year.

Vanguard

They hire people in the US, Australia, and Great Britain. Vanguard is an extremely well-respected investment company that provides a wide range of different financial services.

They’ve received a bunch of different awards throughout the years They have a ton of different benefits and perks. One of the remote jobs they often hire for is going to be a Client Service Excellence Representative and they get paid about $56,000 to $63,000 a year.

Sinch

Sinch is a company that hires in the US and worldwide. This is a company that specializes in customer communication.

They offer a cloud-based platform that enables businesses to engage in meaningful conversations with their customers across various channels like messaging, voice, and email.

They’ve won a lot of awards and they’ve got some pretty good benefits.

Some of the remote jobs Sinch hires for are going to be Accounts Payable Specialist at about $23 an hour, Application Support Administrator at $17 to $23 an hour, as well as a Customer Support Specialist who makes about $36,000 to $45,000 a year.

Sedgwick

Sedgwick offers risk and benefit solutions helping businesses and their employees with health, productivity, and claims management. The company operates globally, providing tailored support in various sectors like property.

They’ve won a ton of different awards.

Sedgwick also has a lot of perks and benefits. Some of the remote positions they often hire for are going to be Workers Compensation Future Medical Claims Examiner which makes about $80,000 to $90,000 a year. They also hire Proposal Specialists who make about $59,000 a year and they’ve got pretty good ratings online.

Vanta

Vanta is a trust management platform that simplifies and centralizes security for various organizations. About 4,000 different companies use Vanta to establish and maintain their security in a real-time, transparent manner.

They’ve won a bunch of different awards.

They often hire Payroll Specialists who are paid $91,000 to $107,000 a year, Technical Support Specialists who make $80,000 to $94,000 a year and GRC Subject Matter Experts who make $187,000 to $220,000 a year. This one is a little bit on the higher end of the spectrum.

Gramlee

Gramlee is available worldwide and they offer copy editing services that enhance writing clarity, grammar, and overall readability. Their service focuses on impactful writing that resonates emotionally with readers.

They offer revisions within 24 hours and they have a customer satisfaction guarantee. What they say is these are copy-editing services for those who care about perfection.

They’re kind of positioning themselves as a premium brand. Not only do they let you work from home, but they also let you work flexible hours, so you get to determine your availability.

This one is probably going to be better for people who live outside of first-world, English-speaking countries because the pay rate is going to be a bit low for the US, so this is going to be a better opportunity for people who live outside of the US.

They don’t say exactly how much they pay, but there are some estimates online that they probably pay around $5 to $10 per hour.

🎉Kristen is a contributor on Medium. Sign up here to catch every story when she publishes. Grab her eBook on Gumroad: How to Productize Your Services: How to Make Money While You’re Sleeping

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💙Grow your own newsletter by joining Beehiiv here

Note: This story includes affiliate links. I earn income from purchases through these links.

Originally posted on Medium

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moneymava · 2 years

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Amazon Work From Home Job | Work from home jobs | Amazon fresher jobs

Amazon Work From Home Job Amazon Associate WFH Jobs Amazon Associate Work From Home Job From Amazon WFH With Free Laptop Free Food Free Wi-fi Amazon’s Associate Catalog group works in more than 140 areas all over the planet, conveying grant winning client care in 18 dialects. This incorporates Amazon’s quickly developing Amazon Customer Service group where representatives telecommute, giving…

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weingenious12 · 3 years

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Why should software engineers think about product development in 2021?

2020 has changed the scope and scale of many businesses. To sustain the pandemic, many local and diverse businesses are shifting online. They are looking for new collaborations as they change their traditional working styles. With Software enterprises increasingly productizing their services, software products either become a web platform or a part of a platform. The industry is evolving in such a way that any company can now be run as a software firm.

This opens huge opportunities for aspiring software product developers. However, to take the plunge, they need to develop the right mind-set and fine-tune their skills to market needs.

Our software firm “Weingenious Technocrats” also knows as top 10 it companies in surat, Gujarat, India

Is there a company that does not need software products?

A well-designed software product creates an identity for the business it represents. Many local and diverse businesses shifting to e-commerce or planning to expand their online presence are looking for software products like websites, secure online payment services, and social media marketing tools.

Building products is interesting and is faster than providing services. For better profits and faster market penetration, many IT services firms are wrapping their services as products and pushing client customizations to the end of product development. While some build an entire software and its virtual business ecosystems (software platforms) for clients, some collaborate with companies that build tools to integrate with existing platforms, like SaaS (Software as a Service) products.

Before the coronavirus outbreak, experts predicted advancements in Artificial Intelligence (AI), Machine Learning (ML) in 2020. Many tools in AI, Data Science, Cloud were expected to hit the markets. However, the pandemic gave us other pressing concerns. The industry needed lightweight WFH (Work from Home) tools, IDEs, issue tracking software, Cloud-based IDEs, etc. to adapt to the new normal. Along with the new tools we need post-pandemic, we now started thinking back again about more ambitious projects and innovative software products.

More traditional non-software businesses in manufacturing, animations, art and design, logistics, etc. are now software-driven. Some of them build their software products, and some collaborate with other software product companies. They use them for automation, quality control, resource management, logistics, inventory management, finance, administration, security, marketing, etc. Most of them are now cutting-edge technology hubs and are functioning as a software firm. Start-ups with a vision also incorporate similar new processes and updated technologies to innovate, sustain, and compete with established firms.

As technologies advance so do the products. Remember how often you update your phone software? It is a myth that product developers stay in the same tech stack. They know the internal compositions of their products and hence learn new skills and the latest technologies as they update them. We need better and faster products to overcome the expected and unexpected challenges time throws at us.

The fascinating world of Product development

As an old story goes – “A passer-by asks three bricklayers what they’re doing. The first one replies, he is laying bricks, the second one replies he is building a wall, and the third one says he is building a cathedral“. A product developer is like the third bricklayer. Though his contributions form a small part, he envisages the finished product and is motivated to build it. Product development is more about your perspective than about programming.

We spend a large part of our adult lives working to earn a living. A happy and contented life needs fulfilling work. Understanding how our contributions make the product and tackling meaningful challenges while building it makes our work-life satisfying.

Some Software programmers are experts in multiple programming languages. They may find their work boring if they do not find opportunities to use their diverse skills. But shifting to other interesting projects may not be possible. Moving to product development is a promotion that not only brings monetary benefits but also better knowledge, work satisfaction, and growth.

The 2C’s for contentment at work: Consume – Create

Update your skills (Consume)

Most Multinational software firms train their employees in specific computer language skills like Java, Oracle, .Net, etc. After working on a project for a couple of years, their skills narrow down to the specific ones used there. Product development needs a basic understanding of a wide range of skills like UI, Programming languages, backend systems, and product design. Industry experts suggest developers also get a good understanding of data structures, algorithm techniques, operating systems, User Interface functions.

These skills enable developers to think about the whole product and not only about the code they write. Their willingness to learn multiple platforms and take up cross-domain responsibilities will land them in interesting product development jobs.

Product thinking compels developers to confront their mistakes as they develop a product. The mistakes come back to them when they work on enhancing and adapting the products. This gives them a chance to rectify and learn. You may not have learning opportunities if you think of yourself as a bricklayer, in other words, as a programmer of a piece.

You can take courses on online teaching platforms like Coursera, EdX, Udemy, or on many websites like Masai school dedicated to teaching software development or any local coaching center.

Use your skills (Create)

Gaining knowledge is fun and easy with informative online tutorials, comics, animated videos. Still, breaking the inertia and using our knowledge gained to create something new is hard. Internship at a product development start-up, an established firm, or building real-world tech projects at platforms like Crio.do gives you a chance to implement the knowledge you gained.

Teenagers may boast that they don’t want to learn anything they’re not interested in. How would you know that it’s not interesting unless you tried learning about it? Our prejudice against certain skills closes new opportunities. Product development needs open-mindedness, a willingness to learn any skills that the job needs and implement them effectively at work.

Conclusion

With many established non-software firms as well as small-scale local businesses seeking to go virtual, there are more opportunities for software product development in a post-Covid world. Product development is interesting and offers better satisfaction at work. With the right mindset and willingness to learn new technologies, you can start your career in product development. With online resources and projects, you can successfully launch your project development career.

#software devlopment #it company #Weingenious Technocrats #2021 #web designing #product based

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coolhodusoft · 2 years

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A Guide to Hybrid Workforce Technology for the Future of work

for most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. As things change in the post-vaccinated world, business leaders need to find a way of adapting to the ‘new normal’. A survey carried out by

Accenture

found that 83% of workers prefer a hybrid work model going forward. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. The majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. This was the case with call and contact centers the world over. During the peak of the Covid-19 pandemic

customers in the US

queued up for hours on the other end of the phone on busy call center lines. Companies were short-staffed as many employees called in sick or were unable to report to work.

WFH and Technological Interventions

However, with changing times the “work-from-anywhere” mode will be a norm. Companies need to adapt and evolve with dynamic workplace changes occurring at an accelerated pace. Some companies have already taken the leap and witnessed improvement in their performance metrics. Today, technological interventions have made it possible to have a hybrid work environment and carry out long-term remote work rather than pilot programs. As per

Gartner

, 30% of organizations will shift their on-premise contact center operations to remote by 2024. This would cause a 60% increase in customer service agents working from home. Have a look below at the graph below from

McKinsey Survey

, which shows positive changes experienced by those companies that implemented hybrid workforce models.

McKinsey Survey Hybrid Workforce

Most of the leaders surveyed reported better productivity, customer satisfaction, employee engagement, diversity, and inclusion. To go hybrid, you need hybrid workforce technology solutions that support alternating between office and remote. As per Gartner, customer service organizations need to pose two critical questions when going hybrid.

Can your organization’s contact center leaders create a suitable remote-working environment to support customer service operations?

Does your organization’s contact center platform have the appropriate collaboration technology to implement the effectiveness of remote working?

Thankfully, HoduSoft, a leader in VoIP communication, has designed hybrid work tools that can let you manage your remote work without hassle. Let’s take a look at some in-built and add-on tools from HoduSoft for seamless remote work.

Key Features – Hybrid Workforce Technology from HoduSoft

Cloud-based deployment

HoduCC Hybrid Workforce Technology

No matter where you are,

HoduCC Contact Center Software

and

HoduCC Call Center Software

can be deployed over the cloud without the need for manual installation. This can save you set up costs, and maintenance costs and allow you to access expert advice in case of technical issues.

Remote agent

With a remote agent, your customer service representatives can work seamlessly from anywhere irrespective of the internet access. All the data exchanged is done securely without the need to worry about threat actors.

Browser-based access

Your remote workers can access the HoduCC software over a browser without the need to install complex software.

Call Bridging

This helps in making a connection with customer service agents directly, even when they are working from home.

Inbuilt WebRTC Phone

It is easy to shift gears when you can turn your on-premise solution to remote contact center software with HoduSoft. HoduCC contact center software allows service agents to securely converse with customers through in-built web phones based on WebRTC technology.

Multi-Level IVR

Multi-level IVR is a level higher than your usual IVR, that can effectively filter inbound calls to take it to the next level. This helps in managing the performance of the remote workforce. At the same time, it acts as front office staff by offering self-help features and guiding the caller through a series of self-service prompts.

Call Recording

With HoduCC you can monitor your team’s performance through call recordings. Recently, HoduCC also made it to the Gartner Markets Report as a CategoryLeader and FrontRunner in the call recording category. Easily monitor calls through recordings. The calls are stored on your server or backup server, and they can be retrieved when needed.

Omnichannel

With an omnichannel support framework, manage your customer communication over multiple channels. Be it voice, email, social media, video, SMS, and chat—you can connect with customers where they are. HoduCC has add-on features such as WhatsApp for Business, Facebook Integration, Instagram. In addition, it allows Zoho Phonebridge, Salesforce, and Zendesk as add-ons. For SMS add-on, HoduCC contact center software has Twilio and Telnyx.

Auto dialer

Auto dialers

increase the efficiency and productivity of agents by automatically managing call flow. It can easily detect busy signals and unanswered calls to transfer only the connected calls to the agents, significantly reducing call drop rates.

Predictive dialer

A predictive dialer brings efficiency to the process by automating the dialing of outbound phone calls based on an algorithm to predict the next agent’s availability. It is useful in predicting the average call answer time and agent availability, in turn allowing modification of dial rate as needed.

Real-time analytics and reports

This feature helps in collating and presenting the real-time data of your business. Live dashboards help in easy viewing and generation of various reports and real time reports.

CRM integration

Make your existing CRM more powerful with the latest features and seamless integration with HoduCC. You can easily run large marketing campaigns cost-effectively with integration and enrich customer experience.

SMS integration

Sending out alerts or reminder notifications, HoduCC SMS channel makes connecting with the customers easy and fast.

Use Cases

Stable Internet Connection

Easy Access to Server: The users can access the server by logging into their Admin/Agent /Team lead/Supervisor panel remotely by connecting their device to the internet.

In-built WebRTC Phone: Agents or supervisors can place or receive calls by login into their respective portal.

Support External SIPs: With external SIP support, users can simply register their extension on SIP SoftPhone or IP Phone to make or receive calls. They can also use system codes to perform various tasks such as queue login/logout, call transfer to multiple available options, etc.

Read Also:

EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software

Unstable Internet Connection

External number with Web portal: Users with unstable Internet access can use an external number (mobile/landline) with the web portal.

Access to Website: Users with Unstable bandwidth for voice calls can access websites.

Easy Configuration: Users can configure their external number (mobile or landline) to receive calls from HoduCC.

Access to Key Details: While using the external number for receiving calls, users can have access to various details on the portal like call script, surveys, CRM, call disposition, and various other details to carry out various functions via the web portal.

Call Bridging: In case of an unstable internet connection, the agent needs to dial the number from the web portal. The call will be transferred to the agent’s mobile first and once the agent answers the call, the system will automatically dial the customer’s number and the call will be bridged with the agent’s call.

No Internet Access

External Number: Users with no internet connection and/or PC/Laptop can use an external (mobile or landline) number.

Easy Login System: The agent or supervisor can log in to the platform by dialing a specific number and system code. Once logged in, the agent will start receiving calls directly to his mobile or landline number.

DID Number Configuration for Dialing-Out calls: Agents can easily dial out calls from their mobile or landline number via a predefined DID number configured in HoduCC.

In case, you are still wondering if you should upgrade to a hybrid workforce technology solution, it is time you get in touch with us. We are always happy to help customers understand the merits in detail. Call us now at +1-707-708-4638, +91-8866728362, or write to us at [email protected]

#Hybrid Workforce Technology

0 notes

uplevelsystemsblogs · 2 years

Text

Top 3 Ways to Boost Business with IT Infrastructure Managed Services

The pandemic forced a lot of small businesses to learn about remote work very quickly (the alternative is to go out of business!). They discovered two key things: first, employees can be trusted to work from the comfort of their homes; and, second, qualified IT professionals were far more critical to their business than they had realized.

However, keeping technology and tools up-to-date is complex: when employees are working remotely, this is even more difficult. Break-fix and ad-hoc IT support simply doesn’t cut it for maintaining remote-worker productivity, and this is where IT infrastructure-managed services step in.

By outsourcing IT functions to IT infrastructure service providers, who have the necessary skills and expertise, SMBs can focus on their business – again – and leave security and reliability to the professionals.

3 Ways to Boost Business with IT Infrastructure Managed Services

From cloud services to IoT networks, let’s look at how 24x7 managed IT support can help boost business.

1. Managed Remote Access Services

Businesses usually select managed IT services to let them obtain IT and networking expertise without needing to hire more staff. MSPs traditionally handle SMB IT issues such as computer policies, Internet access, security, and data safety. With remote work, however, getting employees back on reliable communications networks from anywhere became a corporate issue, not something that was the employees’ responsibility.

MSPs suddenly found themselves helping businesses acquire 5G network services, sorting out redundant WAN links, and all manner of remote access needs. Post-pandemic, this represents a growth area for MSPs, and also a productivity increase for their SMB customers.

2. Managed Cloud Infrastructure

Pre-pandemic, SMBs generally avoided cloud computing, mostly because they didn’t quite understand it. However, delivering applications and services from the cloud is often the most cost-effective way to improve business efficiency and scale. The sudden de-emphasis on “office-centric” businesses and focus on “mission-centric” ways of doing things also caused a lot of SMBs to realize that the cloud wasn’t such a terrifying thing after all.

Managed service providers were quick to capitalize on this, by assisting in the transition to a decentralized office, moving many line-of-business applications to their cloud variants, and setting up remote desktops and virtual infrastructure. This trend is only expected to continue – and should result in serious business expansion all around.

3. Secure Remote Worker Gateways

Maintaining corporate policies and a consistent security posture becomes difficult when half the workforce is working remotely, often from completely insecure environments. A home full of teenagers cannot be remote HIPAA compliant! MSPs were called upon to solve this conundrum.

Enter the secure remote worker gateway: a solution that can be remotely installed and managed in WFH situations, but allows cybersecurity managed service providers to extend the corporate security perimeter into remote worker homes – painlessly. More and more SMBs are now relying on secure remote worker solutions to keep them safe and secure. A growth area indeed.

As most companies shift to working from home or a hybrid model, the need for IT infrastructure-managed services will continue to grow. Such services enable businesses to focus on their priorities and outsource their technical infrastructure. Why not bring on Uplevel Systems?

Let Uplevel Systems help you take care of your customer's IT infrastructure as you plan strategy and prepare to take YOUR business to the next level.

Source: https://www.uplevelsystems.com/blog/boost-business-with-it-infrastructure-managed-services

#managedserviceproviders #firewallandsecurity

0 notes

carbikemovers · 3 years

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Car Services Industry Before or After

Car shifting services are something that a person will likely need when he/she moves from one location to another. Nowadays people are having more than one vehicle. Might be their second or third vehicle is a classic and custom model that should not be exposed. In this scenario car transport services are the perfect solution for these types of situations as they move cars from one location. And these car transportation use a number of means to relocate your car such as open carrier, closed carrier, tractors, trailers etc.

We understand moving is annoying and monotonous and nobody can do it without the assistance of professional car relocation services. There are several things to do while shifting like packing, loading, transporting, unloading etc. this requires your valuable time, vitality and money. While spending time and money on the shifting you don't know whether you will be having safe and harm free migration. For the security of the vehicle you need to purchase a bundling material for the protection of your product, so in this case you will face problems like which types of bundling material will be required and how to secure them. For that you need to contact car transport services because there will be no such compelling reason. They will do all the moving procedures in favour of you. There are many advantages of employing car shifting services.

Safe and secure packing of vehicle : Packing is a workmanship. It has to be done with the right technique then your vehicle will be safe. So car shifting companies are aware of the packing products and technique and also they know the correct dismantling process. So your vehicle transport services will be protected with them

Trained Team: They are talented and they have trained their representative to the packing, stacking, transport, unloading and other services. So they do annoying and extreme shifting flawlessly.

Transit Insurance: In an untoward incident of any kind of damage to the car being moved, the transit insurance comes to the rescue of the end-user. It will take care of the external or any internal damage to the car being transported. It is suggested to go for the on-the-spot settlement kind of insurance policy. The insured value is another factor that may impact the insurance premium & should be decisively chosen.

But many challenges faced by car shifting services during the pandemic. There are many sorts of challenges which companies face like labour shortage, cargo capacity challenges, manufacturing slow down, delays and congestion of the shipments and the demand and supply goes down. Also there will be a rise in the rental cost. But still this sector is allowed to work to meet the demand. When the companies say to their employees now you will be going to do work from home and after that, our Prime Minister announces the lockdown. In the period of lockdown there was no such relocation. This relocation process has started after a few months when we get some relief from the lockdown.

This WFH process not only increases the relocation business but also realises the importance of owning their own house. So many have planned to buy the house and some have also shifted to their own hometown house. This covid not only changes the companies method but also organizes the unorganized companies. Where people are looking for relocation with the hygiene and safety, some unorganized companies also opt for the pre-defined method safety measures and start giving the best car carriers services. Now they have also started using the good quality of materials, increasing the manpower, etc.

In Summary, to have a hassle-free car transportation experience in Delhi it is always suggested to use the platforms like Carbikemovers.com where one has to go & fill an inquiry form. Based on your requirement, they will list out and suggest to you the top car carriers companies in Delhi who are not only highly skilled but are professionals too in their field. You may then take it forward by taking care of the points we listed above and make the whole process of car relocation look simple & hassle-free.

Source - https://carbikemoversindia.mystrikingly.com/blog/car-services-industry-before-or-after

#Car Transportation #Car Transport #Car Transport Services #Car Transportation Service #Car Transport by Train #Car Transportation Quotes #Car Transport Charges #Car Transportation Charges #Car Transport Companies #Car Transport Company #Car Transportation Services Near Me #Car Transport India #Best Car Transport Companies in India #Car Transport Website #Car Transport India Cost #Indian Car Transport Company #Car Transport by Train in India #Car Transport Near Me #car transporters

0 notes

tadurr · 3 years

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Income Opportunities: Top Must-try Side Hustles and WFH Jobs

What comes to your mind when you hear the word “Extra Income”?

Extra refers to whatever you want to add to an existing quantity, whereas income refers to the money you earned at work. Ideally, Extra Income is an additional amount of money that came from side hustles and work-from-home occupations.

Most people who have a stable job look for side hustles and work from home to help them deal with the devastating effects of Corona Virus 2019 (CoVid-19) that includes income loss due to limited work schedule, suspension, and salary deduction.

The effect of this pandemic taught people to be more strategic in planning and making the right decisions financially. Even millennials do side hustles and work-from-home jobs to earn extra income to sustain their education and financial needs.

Top 10 Side Hustles and Work from Home (WFH) Jobs

Online Selling

Online Selling is one of the trends that many industries like Golden Haven Memorial Park used to gain or attract more customers. It includes E-commerce that comprises the cycle of transactions from selling to buying, marketing, delivery, and payment of goods and services using electronic systems to interact with the business partners to implement any business activities. Most people are now into online selling since it is flexible and has a low budget capital. These are some reasons why Golden Haven Memorial Park offers side hustles and work-from-home opportunities as an online seller of their products and services.

Financial Advisor

Since the start of the pandemic, most people struggle with their financial capacity. One of the reasons for that is the lack of strategic planning and making the wrong decision financially. Being a financial advisor on life insurance and family security is the right choice as a side hustle and work-from-home job that Golden Haven can offer.

Brand Ambassador

Your friends or anyone following you on social media platforms can also be your source of income. Having the capability to represent, promote, advertise and endorse the product in a large group of people enables the company to grow on the market. Golden Haven offers a new GH Ambassador perfect as a side hustle to earn extra income that persuades people to invest in memorial products and services through digital marketing exposure.

Freelance Writing or Blogging

Writing is fun. However, it can be more fun when used strategically. Writing is not just a hobby or passion. It can also use as a source of extra income or side hustle during your spare time. There are different kinds of writing styles that you can explore to know what is suitable for you. Golden Haven gives opportunities to those aspiring writers through their internship program that allow students to write and create a blog or article about currents events, news, their product, and services.

Vlogging

People who are not camera shy and have confidence speaking on the camera are perfectly fit for vlogging. Aside from that, Creating and choosing the right content together with increasing subscribers will make you stand the most. One of the mediums of vlogging is YouTube which you can earn an ample amount based on your counted views in the uploaded video. Golden Haven has a YouTube Channel that encourages everyone to be part of them which consists of GH Knows Episodes and podcasts.

Real Estate Agent

Working as a real estate agent or broker can be fulfilling and financially rewarding. However, it is not easy. A career in real estate requires visualizing business, promoting yourself, tracking leads, handling complex paperwork, providing customer service, and many more. One of the best ways to make passive income is to own rental properties. You can easily have the time to manage a few properties as a side hustle, or if you want it to be completely passive, you can hire a property manager. The downside here is that you’ll need some money to invest. Golden Haven makes the pandemic an opportunity to diversify the market to invest more in memorial real estate as death is the current trend topic and is considered inevitable.

Freelance Graphic Design

Creativity is one of the businesses that are looking to increase their demand in the market. It drives audience attention to boosts company traffic on a website. Golden Haven encourages their employees and intern students to be more creative in designing layouts and visuals through digitalization since it is deemed on demand and has a high probability of increasing website traffic.

Photography

Turn your hobby into a passion. Taking pictures is not just a habit. These can also be your career for the future. I know several people who make their photography skills into a side hustle and earn extra income.

Photography can be practice even without a camera or simply by using a smartphone on which you can develop your skills in choosing the right angle, spot, and subject.

Video Editor

The vast majority of Vloggers consisting of a portion of the famous celebrities are hiring video editors to add spices to their video content. Not only that because some businesses are now hiring video editors for their company to establish brand identity. Having talent in adding video effects can also be a side hustle to earn extra income since people nowadays are more into visualization.

Social Media Manager

Most businesses don’t have the time or resources to manage their social media identity due to tight competition in the market. There is an opportunity for providing social media marketing services for clients called Social Media Manager. It involves daily monitoring and posting to specific social media sites as Golden Haven doing on their daily posting on Facebook, managing their social media advertisement, creating images, videos, and other content for their company.

Why should we consider taking some side hustle and work-from-home job even if we have stable job?

First, we lived in a world where everything is uncertain. As people say, “Change is inevitable; change is constant”. It is truly a fact of life that individuals and organizations have no choice to deal with any circumstances and having the capability to cope up and embrace change will make a company and individual strive and survive more.

Second, it provides security and assurance like how Golden Haven provides benefits to their online seller by giving a portion of a commission and security since all transactions are being negotiated online from talking with potential clients to closing and cashless payments such as G-Cash and other payment partners.

Third, Side Hustle is also an experience. Who would have taught that a simple beginning can turn into the greatest achievement? A hobby can also be a passion and a career in the future through the contributions of friends and family.

About Golden Haven

Golden Haven Memorial Park is a subsidiary company of publicly listed Villar-owned Golden MV Holdings Inc. Currently positioned as one of the largest real estate companies in the country. Golden Haven offers premium death care services and prime memorial lots. It is dubbed as the most lucrative real estate investment with an average of 20% annual value appreciation.

Online Reservation

Golden Haven commits to the safety of both our clients and employees. We are now offering online services for our admin transactions. Choose from the services on our website through our online service page to schedule your appointments. You may also get in touch with us for any of your concerns.

Join the Golden Haven Community

Be part of the Golden Haven community today! Visit goldenhaven.com.ph or follow “Golden Haven” on our social media platforms. We are on Facebook, Twitter, Instagram, YouTube, Pinterest, Spotify, Tiktok, and Viber. For sales-related inquiries, you may contact (02) 8873-2922 to 23.

www.goldenhaven.com.ph

https://www.goldenhaven.com.ph/real-estate/income-opportunities-top-must-try-side-hustles-and-wfh-jobs/

0 notes

kristenbrady · 7 months

Text

Get Hired At One Of These Remote Jobs Always Hiring!

Sarnova

Sarnova is a US healthcare company, and they’re a distributor of healthcare products for EMS, fire departments, police forces, nurses, and hospital staff.

Some of the highlights here are the work that you do makes a difference in saving lives.

One of the remote jobs that they often hire for is going to be a Customer Care Representative. This position makes between $36,000 and $46,000 a year.

Check Out These Work-From-Home Opportunities for 2024

13 of the easiest WFH gigs for 2024

medium.com

Reminder Media

The company’s goal is to create tools and services that automate your marketing process. This company has a Better Business Bureau A+ rating and it’s one of the top 5,000 incorporated companies.

Triplepoint PR

Depending on your position, you may get to travel to different industry-related events.

They also have really good ratings online and that’s why I included them on this list.

R1 RCM

Onbe

Onbe is a fintech company that specializes in modernizing and managing business-to-business individual disbursements. They focus on fast, convenient, and versatile payment solutions.

They have a 4.4-star rating on Glassdoor, which is awesome, and 93% of the employees approve of the CEO. One of the jobs that I saw them hiring for was Associate Java Engineer.

Focus Forward

Focus Forward hires in the US, as well as worldwide, and they provide a wide range of research services, such as recruitment, transcription, translation, and coding.

What they do is pay people who are in your company’s target demographic to do focus groups or to take surveys.

Enterprise Mobility

Enterprise Mobility is a transportation-focused, family-owned business and it operates across 100 different companies with a large fleet of trucks. They’ve got a ton of different awards.

This is one of those companies that’s pretty good, and they take their reputation very seriously.

One Support

One Support does exactly what they sound like. They provide customer support and technical support services. They primarily operate in the technology and telecom industries.

They particularly like to work with what they like to call e-government agencies. They have an A+ rating on the Better Business Bureau website and they hire a ton of entry-level jobs.

They don’t pay amazingly well, but again, this is one of those where you could get your first remote job just to get your foot in the door relatively quickly.

This company has really good ratings online.

Maximus

Maximus specializes in offering transformative technology services. They essentially focus on digital customer experiences and clinical health services.

They’ve won a ton of different awards, so they’re very well recognized and respected. They have a ton of different company benefits.

This company also has really good ratings online, of course, I try to only include companies that have good employee satisfaction scores.

Nelnet

They have a lot of awesome perks and benefits.

Vanguard

They hire people in the US, Australia, and Great Britain. Vanguard is an extremely well-respected investment company that provides a wide range of different financial services.

Sinch

Sinch is a company that hires in the US and worldwide. This is a company that specializes in customer communication.

They offer a cloud-based platform that enables businesses to engage in meaningful conversations with their customers across various channels like messaging, voice, and email.

They’ve won a lot of awards and they’ve got some pretty good benefits.

Sedgwick

They’ve won a ton of different awards.

Vanta

They’ve won a bunch of different awards.

Gramlee

They offer revisions within 24 hours and they have a customer satisfaction guarantee. What they say is these are copy-editing services for those who care about perfection.

They’re kind of positioning themselves as a premium brand. Not only do they let you work from home, but they also let you work flexible hours, so you get to determine your availability.

They don’t say exactly how much they pay, but there are some estimates online that they probably pay around $5 to $10 per hour.

🏖️Grab my audiobook on Audible: How to Productize Your Services: How to Make Money While You’re Sleeping or on paperback through Amazon here or eBook through Gumroad here.

Originally posted on Medium

0 notes

michellialeeids · 3 years

Text

Week 5

Research Data Synthesis

Questions

Quan-Lin shim 30 yrs / Designer at Catch / Zoom for day to day basis / collaboration / talking w/ clients / Business set up / company account / board room app / tv connection / part of zoom is interesting connects everyone / automatically share screen, zoom picks up /

Two days WFH / I have set up / during week days / desk / large screen / laptop on side / duo screen /

Macbook Pro 13 inch / Keyboard extension /

Yes, lockdown last year / google hangouts / limiting / skype /

Positive / Audio was super clear / upgrade / hear multiple people

Interface was confusing / 1 week / more around learning how to schedule meetings + google calendar

Grid layout / filters & background / -> fun / engaging /

Waiting Room (feature positive)/ Downside : notification counter not great / not noticeable / space bar mute / Platform all in once place / for softwares

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Joseph Jeong / 19yrs / Student at Techtorium

Mornings : School - Attend classes physically or online / Get back home - get ready for work / Go to Work until late at night / shower / eat if have to / play games

Desktop computer / Laptop (Asus Tough Gaming)

Yeah, through online articles/youtube videos in regards security breach

Yeah, around Feb 2021

My main purpose is to attend classes

Discord / Microsoft Teams

It was okay, quality (zoom classes / video camera and feedback / compared to skype - video feedback is bad when there are many people in one session) is pretty fair / very organizational use but not private use

When hosting a video calls on zooms - break out zooms - make people go in them and personal talks is pretty welldone / can create our own channels for whatever projects

Neutral

Function - satisfies purpose

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Ryan Campbell / Designer Lead at Catch Design / 36

Work FH / 2 days a week / tuesdays and fridays / work in the office rest of those days / at home work from small desk / at work : better situations / work off screen at both places / fuzzy internet at home / office: zoom calls in board rooms/ meeting rooms

Macbook Pro / Android Huawei P20 :uses zoom on both devices

Yes, I use zoom at work / make decision between Micro Team and Zoom/ Zoom won/ Director made decision/ I got to know about Zoom at Catch Design : May 2020

Lockdown Zoom with friends quiz night - social purpose /

Main purposes : internal meetings / external client / some use team which is awkward / social purposes to catch up / corporate updates done via zoom

The 40 minute time limit is really annoying (bad experience pissed me off)

Average - middle of the road - nothing amazing - found it hard to start a meeting / not intuitive / scheduling a new meeting & new meeting is confusing / sharing links is confusing (text forms ) / should really be one piece of text not a novel or words / copy and paste is confusing because there are

Closing a zoom call (leave a meeting - and then quick leave (do you really want to leave?) / makes it awkward when in front of other (pause ) : worst user experience u cld possibly create - two step leaving journey = awkward pause / less possible to accidentally close the meeting . Security(should be chooseable) / Waiting room is auto ticked (WHY?) / Creating video conference call / casual meet ups 50%(majority) / client meetings 50% - so don’t want hardcore security like waiting rooms

Basic functionality works for video / video background filters / (beautifier mode) / video filters is great (only thing i like about zoom) / does its job

A lot of frustration / punishing!!! / very painful / double close is painful / positive

Single click close / intuitive point of view / just does video conferencing = a lot of annoyances / Zoom works well with external parties / Teams can only be within Teams / Audio is an issue : trying to connect bluetooth headphones is difficult (if could be done well solving issues for bluetooth connected devices - easy connect and disconnect ) shareability - sharing a zoom link it hard = feels like 30 different time zones / 3 different hyper links / not all of them are meeting links / easy to share screen /

Social events : really hard to have everyone to have everyone visible on screen / layout is restricted / more than 8 ppl - can only see 5 at a time / on mobile is worse - need to change layout / connectivity / chats algd / doesn’t stand out that much / google meets : microsoft teams / facebook calling 1:1 communication /

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Quentin, Front-End Wed developer - 41 / Catch Design / Father of two

Sitting behind laptop most of the time / office / at home trying to take care of kids not coming in to home office

Macbook Pro

Yes, got to know about Zoom day I started with Catch, 1st April 2020

Yes, it was a Wellington/ Auckland Catch Design conference meeting / first time using - was very simple/ was using google hangout before Zoom/ initial layout was different / hangout’s interface was different / nice and simple

Virtual backgrounds / had worked for a company in UK - thought about masking my background

Apprehensive / First day of work kind of nerves

I never know when people add comments / chats - doesn;t know until someone says something about it /

I bought shares in Zoom / it peaked / but it dropped so lost a bit of money /

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Lie-An / 34/ IOS Developer

Train Commute / Office 8:30 / 3-4 hrs / go back home / watch netflix series / go back to bed around 9 / not that tiring

Macbook Pro / iphone 12 pro

& 5. Yes, previous employment started using Zoom for experimentation / as back up for google hang out / at Catch Design mostly used a lot / use it for online conferences

March / April Last year (lockdown)

Meetings / conferences

It was very quick, but interface isn;t that appealing. Has improved npw, the view itself is PC/ easy to start meetings / easy to invite / can be attached to google calendar

The speed of the software / interface: not that much : using Zoom - more focused on functionality

Got used to it, understood how app works / frustration with iPad because it is hard to start meetings with the iPad Zoom

The amount of time setting for the meeting / in hang out you can set a meeting for an hour/ for zoom there is a maximum limit if not pro user / background filters / notification reminder / (great!!)

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Sam / 28 / Tech LEad / Architecting application / Developing Application

Half of the week in office by team / half of the week work from home

Macbook Pro 13 inch

Yes, Forced to use it for work.

Yes, Just Before lockdown, iPad /

Meetings - team aligned on project guidelines / social zoom calls over lock down - team cohesive, gather requirements / find out and gather information / show product etc.

First impression : wasn’t a big fan at start, before installed - big security breach (no good first impression), as I got used to using it, good video streaming expereince - interface : didn’t find it user-friendly (clunky), I would prefer Google Meet (sharing links / less extra step)

Video streaming itself is very good / good quality / core feature is great

Frustration / installation amongst people

To get used to zoom - couple weeks -

Google Meets - runs in the browser - click the link - straight into the feature. (extra step / user journey)

Used zoom for presentation / after research / professional development / kinda education / knowledge sharing with the team / collaborative environment / pretty easy / screen share -

iPad Zoom interface / trying to join from ipad (look into it)

Remote Control Panel for Zoom (connected TV). Consistency amongst interfaces with different devices.

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Interview 1: Grace Chey, 21, Product Design Student

1. I am a 20 year old full time student in my last year of studying industrial product design.

2. I am either at home studying by myself or is at school (going to lectures, workshops and labs) surrounded by school peers.

3. iPad, Macbook

4/ 5. Yes, I was first introduced to zoom by my school (University of Canterbury) last year for online learning during lockdown

6. For lectures and meetings for group projects

7. At first I found it very complicated as it was a new software for me and I found the downloading and logging in process was very long

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Interview 2: Saem, 35, Work and Income CSR, Studylink Officer

1. Work and Income customer service representative/ StudyLink Officer

2. Call centre office environment or working from home office

3. iPhone, P.C.

4. Yes, during NZ’s nationwide lockdown - through online media and family

5. Yes, for a job interview

6. Work purposes

7. Easy to use, simple intuitive interface

8. Zoom meeting calls - being able to easily have group zoom meetings

9. Being able to easily see who is in the meeting from a small device like a smartphone

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Interview 3: Ashley Jeong, 23, UX Intermediate Designer at Flight Digital

1. I’m a UXUI designer at a marketing agency. Have been working at the agency for 2 and a half years. I am 23 years old.

2. Physical environment at work is very spacious and well equipped with everything I need. Workwise, I have client meetings and workshops in our meeting rooms or at my desk doing work on the computer.

3. I use a 27inch imac as my primary screen and a smaller secondary LG screen at work. 13inch macbook at home.

4. Yes I know Zoom. I came to know Zoom when I visited Korea last year when covid first hit and church had to be done on Zoom.

5. Yes, beginning of Feb 2020.

6. Only use it for church. Have used it once for work because the client insisted we use Zoom. Usually use google hangouts at work.

7. Kinda confusing at first. Mostly because video meetings weren’t the norm before covid.

8. Fast access to the zoom room once I had the room code and password.

9. The thumbs up or hand wave emoji is nice to use when everyone is on mute.

10. To be honest, I’m not a huge fan of Zoom. It used to be way faster but it’s very slow these days and laggy compared with google meet. I find the interface for google meets is easier and straight forward.

11. Nope. Currently doing masters and if we have class online we use gomeeting.

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Interview 4: Becky Jeong, 21, English Literature & Media Student

1. I am a 21 year old university student with a part time job. Studying a Bachelor of Arts degree, in my last year.

2. I go to my part time job every day, a Japanese restaurant on Upper Queen Street. I also attend my university classes. I go to the City Fitness gym in Albany a few times a week, and also attend church meetings or services.

3. My Macbook air

4. Yes I do. When we went into our first lockdown, we had to use it for uni classes and church.

5. Yes I have used it before. My first experience was when we had to have online classes for university.

6. We don’t use it for uni anymore, but we still use it at church for our daily 9pm prayer meetings.

7. It felt very unfamiliar because I hadn’t used some kind of video calling service in such a long time, especially in large groups.

8. Screen share was super helpful. I also like gallery view where we can see everyone rather than just the speaker.

9. At times I felt more connected to people because we could meet more frequently on Zoom more than we would meet in real life.

10. I don’t know about similar software. I only ever used video calling on my phone for brief calls and Zoom is already much more advanced than that.

11. Yes, we used it at uni. The features that were really useful were obviously the screen sharing so that we could see what the lecturer was referring to as they were talking, as well as the breakout rooms. We were in a class of 200, and then used the breakout room feature to split into groups of 4 or 5 to have discussions before coming back together. These features made online classes a lot easier and manageable. The chat feature was also useful because if a student had a question, we did not have to turn on our mic in the middle of class, but instead just ask on the chat.

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Interview 5: Sarah Lee, 20, Engineering Student

1. Student, 20 years

3. Laptop

4. Through others

5. Mid 2020

6. Attending online conference and meetings

7. awkward and uncomfortable lol

9. group meetings across the country and having new encounters from different cities

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Updated interview questions (student + lecturer)

1. Tell me about yourself, your occupation and your age

2. What is your study/work environment like?

3. What device do you mostly use on a daily basis for educational purposes?

4. Do you know what Zoom is? Have you used Zoom before? If so, how did you come to know about Zoom? When was your first Zoom experience?

5. Have you encountered using Zoom the 2020 lockdown? Could you please tell us about your experience?

6. What is your main purpose of using Zoom?

7. What was your first impression of using Zoom?

8. What was the feature you were most satisfied with during your experience?

9. What are some memorable feelings / situations you have experienced while using Zoom?

10. Would you bring a feature from any software into Zoom? What would it be and why?

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Harper

1. Harper, born in 1997. Currently studying at AUT

2. Study desk set up at home, university library because its newly designed and fancy

3. Laptop (macbook pro), imac in level 4 WE

4. Yes, I have used it before. During the lockdown my tutor introduced Zoom to us for virtual classes since we couldn’t come in physically.

5. Nothing really special but being able to switch between gallery/speak view, chat, break out rooms is good. At first I felt comfortable because personally physical meetings are uncomfortable. But when I had to present my work on Zoom, I was stressed because sometimes the audio didn't work.

7. Very simple and straightforward. I learned to use all of it in 1 class

8. Reactions and emojis. Also the pop out screen that minimises when you are in a different window,

10. In blackboard there is a whiteboard feature where everyone can write something down.

Describe Zoom in 1 word - ‘futuristic’.

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1. Soumya, studying interaction design, 33 years old

2. Have own study space/desk at home

3. Laptop and phone: macbook pro and iphone

4. Yes I have. Started using it first last year due to uni through covid lockdown march 2020.

5. My online experience was ok for the first time. It was engaging because of the break out rooms. It felt like in class where the lecturer jumped from each table. Peer to peer communication was good. It was quite awkward at times because only 2-3 people turned their cameras on, so very little social interaction.

6. I use it for collab projects with my uni partner

7. Simple, functions are easy, but it would be better if it straight away shared the screen if you clicked on the button (right now there are too many steps)

8. I was quite happy because I could finish and continue with my papers, way better than blackboard because you can't see who is speaking and all of the members. Zoom you can see everyone in the meeting

9. Share screen, reaction emojis are good as it lets people engage just like they are in a classroom

10. The break out rooms were great as I was able to have the 1:1 discussions and have engagement with the lecturer just as in real life. It was nice to have the time to catch up with classmates before class started.

11. For the chat, it would be nice to follow the facebook messenger system where there are separate chat boxes for different people. The current zoom chat system is confusing and can accidentally send to wrong people.

1 word to describe: Reliable

For next week

You should have completed your research

You should have synthesized your findings into theme, then insights

You should have several draft HMW statements to review. You will have some data!

Be thinking about how you can present your research visually for your formative poster.

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empmoniitor · 4 years

Text

GET READY FOR HYBRID FUTURE OF WORK THIS POST PANDEMIC [2021 UPDATED]

The future of work got completely changed at the beginning of 2020, but we all must admit that 2020 was really a very long decade. In conjunction with all the uncertainties & personal issues, most of the businesses had to respond promptly. Therefore, this struggle was real when they were juggling on how to keep the lights on and manage their employees.

Survival for corporations was the name of the game during the early months of COVID season, seeking work around them to enforce stop-gap steps while they shifted their operations remotely.

But now, as we are into 2021, companies that have made it through this COVID-19 and are settling in for the long term, preparing themselves for the future of work, which is most likely to be faced within the years to come.

Most of the companies & employers are wondering how they can position themselves not only to survive whatever comes next but to actually prosper.

Here are some of the simple yet useful tips which I am sure will help you deal with the upcoming waves.

DEALING WITH THE FUTURE OF WORK

While the vaccinations are coming up, seismic shifts have taken place in the field of work.

Although several organizations have already started to introduce hybrid models where certain team members turn up a few days a week or month at the office for particular meetings or projects.

In addition to the possibility of significant cost savings, remote work helps with minimizing the cost of workplace lease and also provides an option to access a wider range of talents across the country/world.

Shifting the employer thinking to the questions about how they can accommodate the sustainable remote/hybrid future of work for their organizations. These companies now recognize that they need tools that allow them to work uninterruptedly, both in and out of the office.

Firstly, the upcoming future of work is the idea of dealing with legacy, on-premise solutions that enable workers to operate from inside the predefined firewall of the organization on local machines at the workplace. Therefore, rapidly shifting to cloud solutions that allow access to all the software and services that an employee may need to do her job, irrespective of the location they are situated.

Above all the fundamental questions about how staff can expect to access their resources, there are also some vital things to consider, about how organizations need to handle the remote workforce? How can they manage employees’ day-to-day activities? What about securing IP or other confidential information against threats from inside and outside the business? How to combine efficiency with security?

To help you with all these questions, we have prepared an analysis of some of the essential technology and management concepts that should be taken into account in hope of helping companies to solve these obstacles as they prepare for the long term.

CHANGING THE CULTURE WITH EXPECTATIONS

Even when many aspects of our lives are still up in the air about our child’s school and other day-to-day issues, organisations need to explain to workers what they expect from them when they operate remotely.

In short, policy consistency is crucial!

Although exceptions can often be sorted out as they were at the workplace. But at the same time, anxiety and needless disputes can be caused while working remotely.

Where do you expect staff to be available and available online?

Requirements depend on the types of work the employees are associated with. Employees working on customer support, or online representatives are supposed to be online for hours. Alternatively, more detail is required for roles that are more autonomous where each person has his or her tasks to focus on.

Many staff are likely to discover that they are often more effective during non-traditional working hours. As they may choose to go in the mornings for bike rides with their kids and errands and then work later in the evening and night balancing their work-life balance in a better way possible.

For this to work, breaking away from the frameworks of the “must be in the office” mentality is crucial.