Author: Bill Zeng
Bill Zeng
Bill Zeng is a Senior Director, Asia Pacific for Poly. In this role, he is responsible for leading Poly’s vision in the region, as well as leading sales acceleration and partner alliances. Zeng joined Poly in early 2019, bringing over two decades of experience in the telecom and information technology industry as a technology leader and innovator. He has led technical sales and operation teams across the Asia Pacific region, having been based in Sydney, Beijing, and Singapore for several years. His ability to foresee the industry transitions and marry disruptive technologies to business needs has enabled him to be a trusted advisor to customers and partners. He is highly respected by industry peers for his depth of knowledge in both voice and video technologies (MGCP, H323, SIP, H264 etc.), some of which he helped develop as an active contributor in various standardisation bodies.
Since the pandemic, most contact centres have implemented a hybrid working model. And according to research by Observe.ai, the majority (54%) envisage they’ll continue to operate on a hybrid model in future. Embracing a hybrid work model delivers a range of benefits for contact centres. The improved agility makes it easy to add additional agents to handle volume spikes, also helping to improve business continuity in the event of another social crisis or natural disaster. Hybrid contact centres also reduce facility-related expenses such as real estate costs, utilities, and in-office amenities. The more flexible model also helps to reduce absenteeism, which…
COVID-19 has changed workplaces permanently, and the call centre is no exception. Across Asia, where the technology and security allowed, call centre employees were sent home to work remotely. When work-from-home hasn’t been possible there have been some devastating consequences, such as the virus spreading rapidly if a single employee becomes infected, such as the outbreak at a call centre in South Korea in March 2020. At the same time many call centres have been under more pressure than ever before. Most sectors experienced a sharp surge in demand when the lockdowns hit. This was partially due to closure of…