Connect with us

Hi, what are you looking for?

BUSINESS

Learn from best practices to back organizations in the new normal – Amdocs

For Nigel Waters, Customer Business Executive, APAC, Amdocs, many people have been forced to work from home because of quarantines, lockdowns, and self-imposed isolation. This has accelerated an office experiment that was just beginning to gain traction before COVID-19 struck. 

For Nigel Waters, Customer Business Executive, APAC, Amdocs, many people have been forced to work from home because of quarantines, lockdowns, and self-imposed isolation. This has accelerated an office experiment that was just beginning to gain traction before COVID-19 struck. 

“The virus broke some cultural and technological barriers that previously prevented people from working remotely, causing a structural shift where people are working. To some extent, the ability to work remotely is determined by the combination of activities performed in each profession and by the physical, spatial, and interpersonal context in which those activities take place,” he said.

This is why Amdocs has worked with a wide range of customers and partners to document best practices and is continuously sharing the business continuity learnings to back the organizations in the new normal. 

“We helped some organizations move their customer functions (like call centers) into their home for front-line customer care agents. As a result of the recent collaboration between Amdocs and AWS, communications service providers (CSPs) now have the ability to provide remote working capabilities to contact center agents via cloud solutions that utilize Amdocs technologies and Amazon Cloud Connect capabilities. With our Contact Center-as-a-Service Business, CSPs can now provide their contact center agents with a work from home option.”

Waters gave three tips on how companies should deal with newer challenges.

Advertisement. Scroll to continue reading.

For one, “to develop a conducive hybrid work culture, organizations need to develop a post-pandemic business continuity plan putting people first. This would also require them to reimagining employee engagement and experience policies in the virtual environment, such as virtual team catch-ups, reskilling/upskilling opportunities, offering online courses and trainings that are flexible and can be of the employee’s choice, amongst others,” he said.

Secondly, “leaders need to be proactive in bringing the teams together periodically and aligning them to common goals. This would help in keeping a connection and a sense of belonging, by communicating clear-cut cultural values.”

And lastly, “establishing effective communication and collaboration tools for remote setups can go a long way in addressing this challenge.”

Advertisement
Advertisement
Advertisement

Like Us On Facebook

You May Also Like

HEADLINES

This all-EV fleet, launched in partnership with local operator EV Taxi Corp, begins operations in key Metro Manila hubs including Makati, Taguig, Pasig, Mandaluyong,...

HEADLINES

Global operators and tower companies are facing a wide range of energy challenges. The communications industry consumes 2.5% of the world's electricity, with base...

HEADLINES

The HP AI Accelerator fits in a range of HP devices including the HP Engage One Pro G2, HP Engage Flex Pro G2, and Pro-C G2, and...

HEADLINES

This solution underpins the importance of cross-industry collaboration and teamwork to support people with diabetes in their daily lives and the provision of healthcare.

HEADLINES

PLDT and Smart provided communications support to the bootcamp and to the conference delegates. This aligns with THINKaMuna Pilipinas – the MIL initiative in...

HEADLINES

Powered by HP’s inkjet technology, Duo combines the capabilities of the D300e Digital Dispenser and the Uno Single Cell Dispenser, delivering a major advancement in speed and...

HEADLINES

In 2024 alone, Apple stopped over $2 billion in potentially fraudulent transactions and blocked nearly 2 million risky app submissions from reaching users.

HEADLINES

New drug pooling and interoperability enhancements enable sponsors and CROs to control drug inventory across various clinical trials simultaneously using the same investigational product.

Advertisement