COUNTRY FOCUS: EAST COAST
together with us and we were able to very
quickly roll out a solution.”
Within two days of the issuance of Ohio’s
stay-at-home order, Neises and her team
enabled more than 100 employees to work
remotely. They continued moving forward at
breakneck speed to transition the rest of the
contact center workforce and restore their
hours of operation to pre-pandemic levels.
Within three weeks, 290 contact center
employees were safely working remotely
so Cincinnati Bell’s call center was able to
meet the increased demand for support and
services from Cincinnati Bell customers.
“We hadn’t implemented a work-at-home
solution for our contact centers,” said Neises.
“From a Business Continuity perspective,
we felt confident in geographic diversity.
Unfortunately, that doesn’t prepare you for
a global pandemic.”
Neises’ appreciation for her team during
this trying time cannot be overstated.
“Our job is to be there for our customers
– answer their calls, resolve their issues
and try to do what’s right by them,”
she said. “The folks on my team worked
18-hour days. They willingly shifted from
one function on Monday to something
different on Tuesday based on the needs
of the business. There are certainly many
takeaways from this situation, however,
one is clear: in times of difficulty, our
ABOUT CINCINNATI BELL
Cincinnati Bell has headquarters in
Cincinnati, Ohio. Cincinnati Bell
delivers integrated communications
solutions to residential and
business customers over its fiberoptic
and copper networks including
high-speed Internet, video, voice and
data. The company provides service
in areas of Ohio, Kentucky, Indiana
and Hawaii. In addition, enterprise
customers across the US and Canada
rely on CBTS and OnX, wholly owned
subsidiaries, for efficient, scalable office
communications systems and end-toend
IT solutions.
www.intelligentcio.com
INTELLIGENTCIO
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