Author: 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.  

Hybrid success for contact centres

By Bill Zeng   Posted in Contact Centre & Channels Employee Experience
Posted on

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 …

The post-COVID-19 contact centre

By Bill Zeng   Posted in Customer Experience
Posted on

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 …