Sitel CPO highlights the pivotal role HR professionals play during COVID-19 at the virtual Asia CEO Forum “The Future of Work”

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Alongside industry experts at the recently concluded Asia CEO Forum, Haidee Cabanag Enriquez, Chief People Officer of Sitel PHANZ, and Chair of the Contact Center Association of the Phils. highlighted the need for HR leaders to be at the forefront of balancing business interest with the health and welfare of associates, and in addressing the immediate needs of the organization while steering the path towards longer-term recovery and sustainability. To ably fulfill that role, Enriquez emphasized the importance of retooling and taking time to learn new skills, reinventing the business through innovation, leveraging technology, and reviewing and realigning HR strategies, initiatives and processes.

“I believe that it is in difficult situations like the one that we are facing now that HR leadership really shines through”, Enriquez shared.

The virtual forum entitled “The Future of Work” was broadcasted to over 500 participants on social media and highlighted the latest industry developments in light of the pandemic. Business leaders showcased how they were adjusting, innovating, and revamping operations.

Top row L-R) Richard Mills, Chief Executive Officer, Chalre Associates; Mitch Locsin, First Vice President and Sales Head, PLDT Enterprise; Cary Lagdameo, Head, Demosa Land; (second row L-R) Ruth Owen, Founder, Connected Women; Brad Sinnatamby, Global Operations Head, Orca; Gemma Gaerlan, Chief Operations Officer, EY Global Services; Lars Wittig, SVP-Asean, Regus Spaces; Haidee Enriquez, Chief People Officer, Sitel Ph-ANZ

“This forum is exceptionally important as workers navigate working from home in these unprecedented times,” related Richard Mills, Chief Executive Officer, Chalre Associates. “We’ve learned so much about what is possible and every company has had unique experiences in this new way of working. This timely forum brings together experts from top companies in the Philippines to share their experiences and best practices in light of the current global health crisis.”

Speakers discussed new advances in work-from-home protocols, the various ways they prioritized communication between teams and boosting organization productivity. 

“It has been said that necessity is the mother of invention and that has never been more accurate than it is now. Sitel, as well as the entire BPO industry, have displayed agility and resiliency during these trying times, quickly shifting to new ways of working, collaborating, and providing services. And because of that, I am confident that the industry will emerge stronger and will continue to be a major driver of the country’s economic recovery, ” Enriquez concluded.

ABOUT SITEL GROUP

Sitel Group’s 90,000 people across the globe connect many of the world’s best-known brands with their customers - 3.5 million times every day. As a global customer experience (CX) management leader, we apply our 35+ years of industry-leading experience and the entrepreneurial spirit of our group’s founders to deliver omnichannel experiences through voice, chat, social media and more to customers of our 400+ clients across all verticals – from Fortune 500 companies to local startups.

Our group’s breadth of capabilities – powered by our ecosystem of experts including Learning Tribes, innso, Sitel, Sitel Insights and TSC – go beyond business process outsourcing (BPO) to support every stage of the customer journey. We are redefining the contact center and improving business results by pairing innovative solutions - such as self-care and automation - with the human touch, emotion and empathy of our people.

As a CX platform, we are powered by experts to deliver tailored CX solutions to fit our clients’ needs through our consultative, customer-centric approach adding value at every touchpoint - regardless of location, channel or time of day.

Learn more at www.sitel.com and connect with us on Facebook, LinkedIn and Twitter.

SAP Named a Leader in Gartner’s 2020 Magic Quadrant for Sales Force Automation

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SAP today announced it has been recognized as a Leader by Gartner in the July 2020 Magic Quadrant for Sales Force Automation. This is the second year running that SAP has been acknowledged. In its latest report, Gartner assessed products from 15 vendors, including the SAP Sales Cloud solution.

SAP Sales Cloud provides a technological framework for sales teams to take the pulse of each deal, monitor sales analytics, forecast sales revenues and improve sales strategy with content recommendations.

According to the report, SAP was recognized for completeness of vision and ability to execute.

“In today’s competitive marketplace, there is no second chance at securing a deal — customers have freedom and options to look elsewhere if their needs aren’t being met,” said Paula Hansen, chief revenue officer of SAP Customer Experience. “With SAP Sales Cloud, sales organizations can manage the overall health of the business down to individual deals, ultimately driving successful sales results.”

The SAP Sales Cloud solution is part of the larger SAP Customer Experience portfolio, which also includes the SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud and SAP Customer Data Cloud solutions.

To learn more, download a complimentary copy of the report, including Gartner’s in-depth analysis of the sales force automation landscape.

Visit the SAP News Center. Follow SAP on Twitter at @SAPNews.

About SAP

SAP’s strategy is to help every business run as an intelligent enterprise. As the market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 77% of the world’s transaction revenue touches an SAP® system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. SAP helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want – without disruption. Our end-to-end suite of applications and services enable more than 440,000 business and public customers to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people’s lives. For more information, visit www.sap.com.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Contactless transactions must still have human touch - UnionBank CX chief

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In an age of social distancing where contactless solutions are the preferred options, companies must not forget that there is still a need for human touch in these transactions in order for them to become more meaningful for the end users.

On the third installment of Union Bank of the Philippines (UnionBank)’s virtual gathering with media on Aug. 19, the leading digital bank’s chief customer experience officer and consumer finance center head Ana Delgado said a contactless experience does not mean “an experience devoid of human feelings and interactions.”

“Rather, we feel that the experience should still, perhaps even more at this time, allow people to connect with each other," Delgado said during the webinar series that focused on contactless banking solutions and their importance in the new normal.

UnionBank has always employed a human-centric approach when it comes to the creation of digital solutions, and part of this is ensuring that customers are able to enjoy contactless experiences that are seamless while still being able to create meaningful human connections, especially amid the COVID-19 pandemic where physical interactions must be minimized as much as possible.

“What we are now focusing on is how we can increase the ability for people to connect to other people as they are doing financial transactions in a contactless world. For instance, when buying things via viber groups, how do we design our receipts to be more friendly? How do we make it easier for people to transfer using QR code?” Delgado said.

More than looking at the features that they currently have, Delgado pointed out how UnionBank is redesigning and repositioning these features. This is ingrained in a continuous cycle of testing, redefining, and deploying that allows them to deliver contactless solutions that address the different pain points of customers when making financial transactions online.

"We are constantly reviewing what we've launched. When we look at our design process, there are several layers to it. We always start with the customer and are led by the customer, which is why we have a purely digital and a hybrid approach," she added.

Amid the pandemic where lockdown levels can change at any time, UnionBank doubled down on its commitment to respond quickly to the ever changing needs of customers, which the bank pins on its agile work culture.

"We expect that we will learn about more things that need to be prioritized, and I think, thanks to our agile way of working as part of our digital transformation, we are confident that we will be able to respond quickly," Delgado said.

GCash doubles down on security amid pandemic

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GCash, the undisputed leading and preferred mobile wallet in the Philippines, is doubling down on security measures to safeguard its users from fraudsters and cybercriminals, putting in different safety nets that keep customers alert and aware of their accounts’ security and safety.

GCash has ensured that users receive SMS, in-app and social media advisories against fraudulent pages, including fake donation drives and fake financial aid offers under the government's social amelioration program.

App notifications informing customers not to share their account details were rolled out. As soon as a customer opens the GCash app, the reminder not to share any information such as MPINs and OTPs (one-time pins) with anyone can be seen.

It has also taken a more active role in ensuring that fake social media advisories and accounts are taken down.

"As the fight against the coronavirus ensues, we're also waging a war against unscrupulous individuals who are taking advantage of this pandemic to defraud Filipinos. We want to ensure that GCash users who are dependent on our services have trust and confidence in our app, which is why we are doing everything we can to improve our own programs that promote cybersecurity awareness,” GCash President and CEO Martha Sazon said.

GCash also launched social media livestreams that explain how users can further secure their account and delve into account safety and security, making sure that the average GCash user understands how and why these features matter.

In line with strengthening its commitment in protecting consumers from financial fraud, GCash publishes timely and easy to understand infographics, in both English and Filipino, through their official social media channels, that remind and keep users up to date. 

"We want to ensure that GCash users who are dependent on our services have trust and confidence in our app, which is why we are doing everything we can to improve our own programs that promote cybersecurity awareness," Sazon said.

GCash has also partnered with authorities in fraud investigations, offering assistance and cooperating with the National Bureau of Investigation (NBI).

In May, GCash helped the NBI arrest three online swindlers who violated the Cybercrime Prevention Act of 2012 and committed estafa. The individuals asked for users' personal details, including birth dates, addresses, authentication codes and email addresses.

"We are committed to ensuring that our users' data is protected and that they enjoy the app safely and securely," Sazon said. "This is why we're always on the lookout at how we can intensify our drive against criminals who continue to sully the company's name.”

Aside from these, GCash has also introduced the Customer Protect program, wherein qualified users are assured of compensation for unauthorized financial transactions on their GCash app, arising from stolen mobile phones or identity theft.

"At GCash, we understand that the surge of users can also breed fraud risks like cyberattacks and identity theft, which is why, since day one, we have always worked toward prioritizing security and reducing our vulnerabilities," Sazon said. "We recognize the importance of mutual trust and confidence between the app and its users and we aim to further develop this through our efforts in upgrading and ensuring that our system is always at its best.”

Globe Fintech Innovations Inc. (Mynt), which operates GCash, is part of the portfolio companies of 917Ventures, the largest corporate incubator in the Philippines wholly-owned by Globe Telecom Inc.

GCash is available for download on the App Store and Google Play. For more information, kindly visit https://www.gcash.com/.

Shopee Outlines Three “Super” Commitments for 9.9 Super Shopping Day, in Line with the Growing Significance of E-commerce in the New Normal

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Shopee aims to provide a super ecosystem, supercharge recovery for sellers and brands, and deliver a super collection of entertainment and deals at its largest annual 9.9 shopping event 

Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, announces the return of its signature annual shopping event, 9.9 Super Shopping Day. Shopee’s fifth 9.9 shopping event will feature four weeks of entertainment and shopping deals in all seven Shopee markets.

The 9.9 Super Shopping Day this year takes on greater significance as communities step up their recovery efforts and adapt to the new normal. Shopee outlines three commitments: provide a super ecosystem, supercharge recovery for sellers and brands, and deliver a super collection of entertainment and deals.

Terence Pang, Chief Operating Officer at Shopee, said, “9.9 Super Shopping Day has a special meaning for all of us at Shopee. We created 9.9 in 2016 to unlock the potential of e-commerce for our region, and it has become an annual celebration that brings millions of people together. It also holds greater importance than before, as consumers increasingly depend on e-commerce for their shopping needs, and more businesses go online to uncover growth opportunities amid the global pandemic. 9.9 Super Shopping Day reflects our commitment to support our communities. It will deliver the best shopping experience for users and provide a springboard for sellers and brands to increase their online sales.”

Shopee outlines three commitments for 9.9 Super Shopping Day:

1. Provide a super ecosystem

Ensuring quality and reliability with secure payments and logistics offerings

Consumers expect quality and reliability in e-commerce, as online shopping becomes the new normal. To meet these evolving needs, Shopee continues to enhance its logistics and payment infrastructure to make buying and selling online much more seamless.

In 2020, Shopee ramped up offerings for its integrated mobile wallet ShopeePay and partnered with leading payment providers for smooth and secure transactions. These have generated robust growth in the use of digital payments among users, brands, and sellers on Shopee.

Shopee also improved its logistics capabilities to support the increasing scale and frequency of online shopping. In preparation for 9.9 Super Shopping Day, Shopee is tightening integration with logistics partners and optimizing its warehouse operations in the region. These enable sellers and brands to fulfill orders more efficiently, allowing them to maximize sales and boost customer satisfaction even as shopping activity peaks.

2. Supercharge recovery for sellers and brands

Helping brands and sellers maximize sales growth with e-commerce

9.9 Super Shopping Day kicks off the year-end peak shopping season in Southeast Asia and Taiwan. It is the highlight of Shopee’s efforts to help businesses of all sizes to digitalize, recover, and succeed in the long run with e-commerce.

Last April, Shopee introduced its Seller Support Package for sellers and SMEs, to cushion the pandemic’s impact by lowering costs, offering capital support, and boosting sales. Shopee also simplified e-commerce for SMEs and sellers by upgrading its Seller Center, including a new Marketing Center that lets sellers customize store campaigns and product promotions more conveniently.

Local and international brands are turning to Shopee to grow their online businesses, with 70% more new brands opening Official Stores on Shopee Mall in 2020. Shopee has stepped up its efforts to help brands grow their online presence, highlighted by the launch of Google Ads with Shopee in partnership with Google. It is a first-of-its-kind marketing solution for brands to seamlessly create, manage, and monitor Google ads campaigns for their Official Stores on Shopee Mall.

9.9 Super Shopping Day is a major milestone for sellers and brands, as they will receive increased customer traffic and visibility on Shopee. They can build on this momentum by tapping on exclusive engagement tools such as Shopee Live and Shopee Feed to further attract users and boost sales, creating a springboard for continued growth.

3. Deliver a super collection of entertainment and deals

Curating a wide variety of in-app games, live streams, and promotions

Shopee will continue to surprise and delight shoppers at 9.9 Super Shopping Day. On September 9, users can shop countless deals from 10 million sellers and 15,000 brand partners across the region, while enjoying exclusive content and rewards on Shopee Live and Shopee’s in-app games. In the Philippines, 9.9 Super Shopping Day will run from August 19 to September 9. 

9.9 Super Shopping Day will feature all-day content on Shopee Live that entertains, inspires, and connects users with their favorite sellers, brands, and celebrities. In the Philippines, users can enjoy their favorite Shopee Livestreamers showcase their talents on Shopee Live’s Got Super Talent series during the peak of 9.9 Super Shopping Day. 

Users can also win endless rewards from a massive array of in-app games on Shopee, including popular game Shopee Farm, which is played 7 billion times across the region. A major highlight is Shopee Games Day, which offers 24 hours of upsized Shopee coins and exclusive prizes.

Pang closed, “9.9 Super Shopping Day has come a long way since it first started. Shopee’s spirit to grow together with our communities remains unchanged, even as we adapt to a global pandemic. As we kick off the year-end shopping season, we will continue to work hard for all our users, and we look forward to another unforgettable 9.9 Super Shopping Day.”

Find out more about 9.9 Super Shopping Day here https://shopee.ph/m/99. 

Download the Shopee app for free via the App Store or Google Play.