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Regions Bank INNOVATION | Help from Home

When the pandemic forced Regions’ Contact Center to change how it operates overnight, WWT stepped up to provide the technology for a seamless transition.

by Doug Segrest

When the world turned upside down, JT Karney knew where to turn next.

The Technology Services group manager at Regions Bank, Karney showed up for work on March 12, 2020. A day later, the severity of a global pandemic became apparent and the Regions Technology team suddenly had to figure out how to let Contact Center agents work from home.

The first call made was to St. Louis-based World Wide Technology (WWT). “We knew they could help us transition quickly,” Karney said. “Since we first started working with them, what’s made them stand out from other companies is that they’ve always looked out for us.”
 

The Contact Center is the lifeline for Regions’ customers throughout 15 states. Pre-pandemic, teams operated out of various brick-and-mortar facilities. But in the new normal, the teams had to provide the same technology and support from home.
 

Carolina Elia of Regions’ Pensacola Contact Center was able to make a smooth transition to home during the pandemic. Photo courtesy of Regions.

“If we can’t do something, I’ll be the first to stand up and say it,” explained Matt Matter, WWT’s client manager for Regions. “That’s part of our culture and core values: to be open and honest. When we were told how the Contact Center would be working from home, we knew we could make it happen and began shipping the technology they needed.”

 

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