The Thread

Vlad Sterescu, SVP, Call Center Solutions and Country Manager for CGS Romania discusses rapidly deploying plans to move thousands of call center teams to work from home (WFH). He talks about how he maintains some sense of normalcy and learning new things about his staff.

Steven Petruk, President of the CGS Global Outsourcing Division discusses preparing and implementing the CGS call center teams worldwide to work from home. He shares advice for other leaders transitioning staff to work remotely and how he works with customers to address concerns.

Pablo Rossel Estay, Senior Vice President, Country Manager CGS Chile, discusses moving his call center teams to a work from home model to maintain business continuety for CGS call center clients during the COVID-19 pandemic. He discusses the challanges, benefits and pleasant surprises while communicating via video teleconferencing platforms.

Gabriel McIntosh discusses the rapid shift to work from home with Joshua Mims. Joshua Mims is one of CGS’s training managers in our Atlanta call center and over the past several weeks, CGS call centers around the world have moved to a work from home model in response to the global pandemic.  Today we’re going to talk about how Joshua adjusted to on-boarding and training our call center staff while working remotely and maintaining social distancing.

CGS recently conducted a consumer survey of 1,000 US consumers where they asked them to weigh in on their likes and dislikes around customer service interactions. Host Evan Aldo is joined by Richard R. Shapiro, who is the Founder and President of the Center for Client Retention and a leading authority in the area of customer satisfaction and loyalty.

For the full 2019 CGS Customer Service Chatbots and Channels Survey visit:

https://www.cgsinc.com/en/resources/2019-CGS-Customer-Service-Chatbots-C...

WHAT CAN FASHION & APPAREL COMPANIES DO TO BE MORE ECO-FRIENDLY?

In our first episode, we talk about the sustainability movement in the fashion and apparel industry. Host Evan Aldo is joined by Tommy See, The Product Marketing Director for the Applications Division at CGS.