Shows
Secrets To Contact Center SuccessHow We Transformed Customer Care at Spark with Digital Adoption - with Dan CooperDan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption. Today, he shares the details of Spark’s digital adoption journey, the mistakes they made along the way, and their exciting next steps. All so you can shortcut your organisation’s digital adoption journey. Over the past few years, the approach Dan discusses has lead to significant improvements in Spark’s customer interaction NPS score and th...
2021-12-2030 min
Secrets To Contact Center SuccessSecrets to Customer Support Success - with John Kelly and Jessica Voss John Kelly is the Chief Revenue Officer at SupportLogic, while Jessica Voss is responsible for Enterprise Sales. They have over 50 years’ experience between them in the tech side of contact centres and support services, and keep abreast of the latest trends. They know exactly what technology is needed to reduce escalations, customer churn, operational expenses, and lift customer satisfaction. Today, they share their secrets to customer support success. You'll Learn: How to predict escalations and prevent them ahead of time (02:43). The goldmine of information you have sitting in your co...
2021-12-1321 min
Secrets To Contact Center SuccessDiscover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin BatyJustin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential. Today, he shares what it is. You'll Learn: The details of the Performance Improvement Plan which Turners puts people on to support them to reach their potential, which you can swipe and deploy (02:31). How managers structure their catch-ups, to ensure their team stay on track (02:55). How...
2021-12-0109 min
Secrets To Contact Center SuccessHow the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David StoneDavid Stone is a Senior Vice President at the conversational AI startup, Curious AI. With 30 years’ experience in the call centre industry, he’s spent his career working both in contact centre, for outsourcers, and for industry vendors. Over the past 10 years, he’s seen the evolution of AI in contact centres. Today, he shares how the next generation of conversational AI can revolutionise your centres. You'll Learn: How David gets asked all the time by senior and CX leaders how their centres can take less calls from customers, and his unexpe...
2021-11-2221 min
Secrets To Contact Center SuccessA Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex MeadAlex Mead is the Chief Customer Service Experience Director at a start-up digital bank in Bahrain. With 20 years experience in this role at organisations across multiple industries, Alex has discovered many organisations have got fundamental parts missing from their customer experience equation, leading to poor outcomes for customers. He’s developed a framework in response, which when implemented, is the secret to customer service success. Today, he shares what it is. You'll Learn: The industry change that happened more than a decade ago which has compromised customer service experience ev...
2021-11-1415 min
Secrets To Contact Center SuccessHow to Increase Customer Loyalty by Reducing Customer EffortGabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia. Today, he shares how to increase customer loyalty by reducing customer effort. You'll Learn: The 3 key metrics you need in place to measure and track customer experience (04:00). How customer effort is the biggest determinant of customer loyalty, repurchasing and spending you can measure (04:59). The...
2021-11-0818 min
Secrets To Contact Center SuccessTips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel JosephImmanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting. Today, he shares tips from the journey Allianz has been on to modernise their reporting, so you can do the same, and empower Centre Managers and Team Leaders to make better decisions. You'll Learn: 3 critical problems with using Excel for reporting (01:34). The 2 key steps Immanuel took to migrate reporting to being live and online, which reduced costs an...
2021-11-0114 min
Secrets To Contact Center SuccessHow We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-EdmondsStephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people. Today, she shares they maintain a positive work culture through values at Southern Cross, and changes they’ve made as a result of lockdown. You'll Learn: The 4 things Stephanie did when she first started as Head of Customer Service (02:05). The 5 functions of a team, which formed the basis of a workshop Stephanie ran to foster...
2021-10-2611 min
Secrets To Contact Center SuccessHow to Create Amazing Team Leaders - with Marc CarriereMarc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, Marc has managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Contact Centre Managers and Team Leaders. Today, he shares how to create amazing team leaders. The approach Marc takes when training Team Leaders: Ensure they know their role and responsibilities, with respect to being a Team Leader, and the interactions they have with their Centre Manager. Otherwise, it can be un...
2021-10-2019 min
Secrets To Contact Center SuccessTwo Critical Steps to Successful Strategy Implementation - with Michael ClarkMichael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. This year, he started his consultancy, focused on helping organisations with their transformations in the customer experience and technology space. Today, he shares the essential steps to take when implementing your strategy. Michael’s Top Tips For Successful Strategy Implementation: Build interdisciplinary teams, so there’s common ground and collaboration between the departments involved (01:49). Strategy implementation falls apart when it’s top-down only...
2021-10-1120 min
Secrets To Contact Center SuccessDigital Customer Service Conversations That Sell – What You’re Probably Missing - with Paolo FabrizioPaolo Fabrizio is a Digital Customer Service consultant. He’s been in the contact centre industry since the mid 90’s, and as been focused on helping companies improve their digital channel customer service for the past 7 years. Today, he shares what’s stopping your agents from providing the best digital customer service. Paolo’s Top Tips When Adding Digital Channels: Introduce one digital channel at a time, ensuring you have the staff with the necessary skills for each (32:15). Once you get results with a new digital channel, market the results...
2021-10-0436 min
Secrets To Contact Center SuccessWhy Your Agents’ Headsets May Be Hurting Customer Experience and What To Do About It - with Chris ClarkChris Clark is the National Partner Manager at Jabra in New Zealand. Chris has been in the unified communications - or call centric - industry for 15 years. As a result, he’s got great insight into best-practice when it comes to contact centre headsets. Today, he shares why your agents’ headsets may be hurting customer experience, and what to do about it. You'll Learn: The 2 key elements of audio which determine customer satisfaction (06:00). Why your current headsets may allow hackers to listen in to customer conversations, and the technology you...
2021-09-2927 min
Secrets To Contact Center SuccessExciting New Technologies That Can Transform Your Contact Centre - with Cloud Tech GurusDarren is the Co-Founder of Cloud Tech Gurus, and Rob Enslow is Senior Executive Partner. Cloud Tech Gurus are technology matchmakers. They help call centres to more effectively and efficiently source and procure technology solutions. They invest 40+ hours to each client project, at no cost to you, as they are compensated by suppliers. Today, they share the little-known next generation of contact centre technology solutions, which can make a big difference in your centre. You'll Learn: The technology solutions which are in the highest demand right now (06:35). The solution...
2021-09-2021 min
Secrets To Contact Center SuccessHow to Increase Sales through Excellent Customer Service - with Phil SkingsleyPhil Skingsley is the MD at Sales Performance Improvement Strategies. He was in the top 3% of salespeople for Xerox in the UK, transformed performance at American Express in New Zealand, and helped a major New Zealand bank achieve sales of between 200% and 300% of target. Today, he shares how to increase sales through excellent customer service. You'll Learn: The 2 key ways to ensure your sales consultants create good customer outcomes (03:31). The SPEND framework that Phil recommends consultants use to uncover customer needs (04:51). An example of how a high-performing...
2021-09-1327 min
Secrets To Contact Center SuccessHow We Freed Up Team Leader Time to Do More Coaching - with Sarah MannionSarah Mannion is the Global Support Centre Manager at Fisher & Paykel Appliances. Her earliest contact centre role was back in 2000. She has deep experience in the finance sector, and at the intersection of HR and operations. Today, she shares how she was able to turn around the coaching in her centre, by significantly freeing up Team Leaders’ time. Sarah’s Top 3 Tips (08:12) Identify the role you expect of your Team Leaders, and ask yourself, if you were to start again, how would you structure your contact centre to make that a real...
2021-09-0611 min
Secrets To Contact Center SuccessDiscover the 4 Key Pillars of a Successful Customer Experience Strategy - with Gerry BrownGerry Brown is The Customer Lifeguard, saving the world from bad customer service. He has over 40 years’ experience in the contact centre industry, and helps businesses save customers at risk and breathe life into their customer service operations and customer experience strategy. Today, he shares the 4 key pillars of a successful customer experience strategy. The 4 pillars which make world-leading companies great (04:51) Culture Communication Commitment Community You'll Learn: The relationship between employee experience and customer experience (08:19). Solutions to the...
2021-08-3034 min
Secrets To Contact Center SuccessHow To Recruit High Potential CSRs - with Rachna SinghRachna Singh is a Managing Consultant at Madison Recruitment. She manages the team who recruits CSRs for Auckland contact centres. Today, she shares what to look for when recruiting high potential CSRs, who have the talent to step up to a Team Leader role. The 7 attributes Rachna looks for in high potential CSR candidates (02:21) Willingness to learn. Clear and effective communication. Sees the bigger picture, of how their work relates to the vision and goals of the organisation. The ability to positively influence others. Firm...
2021-08-2413 min
Secrets To Contact Center SuccessYour Omnichannel Strategy: Common Problems and How to Solve Them - with Julien RioJulien Rio is the AVP of International Marketing at RingCentral, a leading provider of employee and customer communications systems. Although Julien comes from a marketing background, his passion has always been around customer experience. He is a CCXP (Certified Customer Experience Professional), and co-host of the CX Therapy podcast. Today, he shares the common problems he sees in omnichannel strategies, and how to solve them. Julien’s Top 2 Tips Open one new channel at a time, by finding out which one customers use on daily basis, and then launching it with on...
2021-08-1619 min
Secrets To Contact Center SuccessHow to Overcome the Sales Leadership Challenges in Financial Services - with Mark Kenning Mark Kenning is the Head of Sales at Cigna Life Insurance. He has 26 years experience in the contact centre industry, and has had various roles involved with sales throughout that period. Today, he shares how to overcome the sales leadership challenges in financial services, triggered by the Royal Commission in Australia, and the FMA’s review in New Zealand. Mark’s Top 3 Tips The customer has to be at the top of the pyramid, not the drive for remuneration (16:55). Do the basics well. It’s easy to inadvertently drift away f...
2021-08-0920 min
Secrets To Contact Center SuccessHow We Created World-Class Customer Experience at the Best Bank in the World - with Geeta SreeramanGeeta Sreeraman is the Head of Customer Centre at DBS Bank in Singapore. She has 22 years’ experience in banking across 3 countries, and 15 years’ experience in the contact centre industry. Today, she shares how she helped create world-class customer experience in the bank’s contact centre, and how it’s lead to: DBS becoming the World’s Best Bank, 3 years in a row. An increase in complements from 300 to 10,000 a month. A consistent drop in customer contacts year-on-year, of between 8 and 10%. Consistent Customer Satisfaction (CSAT) ratings of around 4.6 out of 5.
2021-08-0220 min
Secrets To Contact Center SuccessHow to Reinvent your Contact Centres to Deliver Outrageously Great Customer Experience - with Nigel PiperNigel Piper is the Executive General Manager of Customer at Xero. He’s been responsible for architecting and building Xero’s support model during the company’s hypergrowth over the past 9 years, going from 100,000 customers to more than 2.7 million. Today, he shares how he reinvented his contact centres to create outrageously great customer experience, and how you can do the same. You'll Learn: How Nigel is allergic to inbound voice, but loves outbound voice, and the advantage to customers (03:51). How Xero’s hypergrowth has forced Nigel to think differently about cu...
2021-07-2620 min
Secrets To Contact Center SuccessHow Workforce Management Can Help Your Contact Centre Make Better Decisions - with Josh WaltonJosh Walton is the Workforce Planning Manager at Allianz Australia. He was the Auscontact Association, National Workforce Management Champion for 2020. And he was part of the Workforce Optimisation team that won the National Operations Award in 2019. Today, he shares how your workforce management team can help your contact centre make better decisions. Josh’s Top 3 Tips For Creating A High-Performing Workforce Management Team: Continue to invest in training and technology for your team. Which also means grabbing as much budget as you can for your team (14:59). Develop a diversity of...
2021-07-1917 min
Secrets To Contact Center SuccessCustomers Are Abusing Your Agents. Here’s What To Do About It - with Deepak SelvaratnamDeepak Selvaratnam is the founder and COO of Snapshotz and Remotability, which has more than 10 years of validated data on how to improve mental health of contact centre team members. Today, he shares what to do about the abuse your agents face from customers. Deepak’s Top 3 Tips For Addressing Agent Abuse: Define the levels of abuse that customer agents face, so they can be trained and supported accordingly (07:57). There’s technology available to understand customer nuances and why they’re upset. Take advantage of it, so you can better support your a...
2021-07-1211 min
Secrets To Contact Center SuccessTop Tips For Improving The Performance Of Your Outbound Sales Teams - with Clare BakerClare Baker is the Country Manager for Australia and New Zealand at eGENTIC. She has 25 years’ experience in sales, both as a BDM (Business Development Manager) and in sales management. Most of that time, she’s worked in the outsourced contact centre industry, with many clients across a wide range of industries. Today, she shares how to lift the performance of your outbound sales teams. Clare’s Top 3 Tips: It all comes down to the environment. So make sure you create one that’s set-up for success (13:37). Make sure that you...
2021-07-0515 min
Secrets To Contact Center SuccessHow We Transformed DBS into the Best Bank in the World - with Andrew SidwellAndrew Sidwell is the founder of BareZero, strengthening transformation teams. He was previously Executive Director of the Customer Experience Transformation Program at DBS Bank in Singapore, where he helped the bank transform into the World’s Best Bank, 3 years in a row. Today, he shares how the bank made the transformation. Andrew’s Top 3 Tips For Managing Change: Get a very clear picture of what your role is in the transformation, to support your people. It will be different from your business-as-usual role (21:43). Change yourself first. It's okay to be vulnerable, and be w...
2021-06-2826 min
Secrets To Contact Center SuccessHow To Create An Award-Winning Contact Centre With Servant Leadership - with Emma RiordanEmma Riordan is the Customer Care Manager at Econowaste. Prior to her current role, she was with Skinny, as the Head of Skinny Care. In her time there, the contact centre won numerous awards. Today, she shares how to create an award-winning contact centre with servant leadership, based on her 23 years in the industry. Emma’s Top 3 Tips: Do real life. It’s essential to enable your people to manage their work-life balance. You’ll end up with agents who are more motivated, and have better conversations with customers (07:36).
2021-06-2119 min
Secrets To Contact Center Success13 Tips For Dealing With Stress In Your Contact Centre - with Lance BurdettLance Burdett is the founder of WARN International. He spent 22 years with the NZ Police, becoming their lead crisis negotiator. In that time, he was also responsible for recruitment and training at the Police Emergency 111 call centres, where he delivered programmes on handling emotional conversations and personal resilience. As a result, he has extensive experience in operating in stressful environments, and has practical tips to deal with stress in your contact centres. Today, he shares them. Lance’s Top 3 Tips: Connect with others. The best way is to have fac...
2021-06-1419 min
Secrets To Contact Center SuccessThe 6 Domains of Customer Experience You’re Not Paying Attention To - with Daniel OrdDaniel Ord is the founder and director of OmniTouch International. He’s spent the last 20 years helping and inspiring people to deliver great customer experience, employee experience and contact centre performance. As one of only 15 recognized training providers in the world for CXPA (the Customer Experience Professionals Association), he has deep insight into how to create world-class customer experience in your contact centres. There are 6 domains of Customer Experience, which you’re probably not paying attention to. Daniel shares what they are. Dan’s Top 3 Tips For Lifting CX: Ask you...
2021-06-0727 min
Secrets To Contact Center Success7 Traits of High Potential Team Leaders - with Blair StevensonI’m Blair Stevenson, founder of BravaTrak. Since 1997, I’ve specialised in helping contact centres lift agent performance by more than 11% in 7 months. My science-based system achieves this by measuring and improving the coaching effectiveness of managers. Working with over 7000 first-line managers, I’ve identified there are 7 traits high-performing team leaders have in common. These are the ones to look for when you’re recruiting team leaders, to ensure they’ve got high potential. The 7 Traits of High-Potential Team Leaders: Honesty (05:09). Action oriented (11:02). Low need for approval (14:32). H...
2021-05-3135 min
Secrets To Contact Center Success3 Tips to Win the CRM Awards - with Laurie SmithLaurie Smith is the director of CRM Consulting. She’s the force behind the annual CRM Contact Centre Awards, the industry’s largest awards in New Zealand. Laurie shares her top tips on how to win. Laurie’s Top Tips: Get a preaudit done by the CRM Consulting team - you’ll get their recommendations on where to improve, which will also lift everyday customer service (10:34). Talk to past winners, which you can do at the showcasing events. You can also check out the past winners here https://www.crmconsul...
2021-05-2614 min
Secrets To Contact Center SuccessKey Considerations for Your Post-Pandemic Contact Centre Operating Model - with Garry GormleyGarry Gormley is the founder of FAB Solutions - the contact centre specialists. He has nearly 20 years’ experience in the contact centre industry. In that time, he’s working across a wide range of industries, and has been responsible for a number of projects. Garry also runs The Contact Centre Network. The Network holds free monthly events, with industry thought leaders sharing practical advice and support to help improve the running of your contact centre. He shares the key considerations when it comes to deciding on your post-pandemic operating model. Garry’s Top 3...
2021-05-2431 min
Secrets To Contact Center Success3 Key Trends in Workforce Management that will Transform Your Contact Centre - with Dave HoekstraDave Hoekstra is a Workforce Management (WFM) Evangelist at Calabrio. He has more than 20 years’ experience in the contact centre industry, much of that spent in Workforce Management. Dave spends much of his time talking with Contact Centre Leaders and staying abreast of the latest developments in WFM. As a result, Dave has deep insight into the trends in WFM which will transform your contact centre. Dave’s Top 3 Trends: There’s a shift to empowering agents to have more of a say in their schedule, to lift their engagement (03:59). The...
2021-05-1932 min
Secrets To Contact Center SuccessHow to Increase Sales by Improving your Sales Process - with Mark Burton-BrownMark Burton-Brown is the Managing Director of Engagement Partners. He’s a sales growth expert, with more than 20 years’ experience in sales management. In recent times, Mark has been working closely with inside sales teams to achieve their sales growth objectives much faster than they were previously able to. He shares the importance of having a formal sales process in place, and how you can go about developing one. Mark’s Top Tips: Create your sales process based on a best-practice and proven template. Mark has one he’s happy to...
2021-05-1716 min
Secrets To Contact Center SuccessAt Last! Be Recognised for your Performance with the CCNNZ Awards - with Katy LangridgeKaty Langridge is a Team Leader for ACC New Zealand. She’s responsible for the annual CCNNZ (Customer Contact Network of New Zealand) Awards being held in September. In 2018, she won the CCNNZ National Contact Centre Team Leader of the Year. She shares details about the Awards - including how you can enter - and the secret to her success as a Team Leader. Katy’s Top Tips: Don’t be afraid to enter. If you believe you’re doing a great job, put yourself forward. Even if you don’t win, you’l...
2021-05-1217 min
Secrets To Contact Center SuccessHow to Better Support your Agents in the COVID New Normal - with Kelly BrickleyKelly Brickley is a Business Development Manager at Pyrios, an AGC Black Box company. She has more than 25 years’ experience in the contact center industry internationally, including 7 years with ICMI as their Director of Educational Services based in Southern California. She shares her thoughts on how to better support your Agents post-COVID. Top 3 Tips: Provide online resources customers can use to resolve their issues themselves (15:19). With self-service options taking some of the pressure off Agents, they now have an opportunity to be proactive with customers; reaching out, educating them, and doing mo...
2021-05-1018 min
Secrets To Contact Center SuccessThe 3 Pitfalls of Your Quality Assurance Program, and How to Solve Them - with Shoby AbrahamShoby Abraham is the Customer Care Manager of Samsung Electronics New Zealand. He’s COPC certified and has 20 years’ experience in the contact centre industry. From his extensive experience in Quality Assurance, he’s identified there are 3 common pitfalls of most QA programs. He shares what they are and how to solve them. The approach he shares helped Samsung shift Customer Satisfaction from 75% to 90%+. The 3 Common Pitfalls of Most QA Programs: Calls are often given an overall score. Instead, give a call an overall ‘pass’ or ‘fail’ (03:34). There is often bias in...
2021-05-0513 min
Secrets To Contact Center SuccessDiscover the Mindset of an Award-Winning Team Leader - with Hector FarmerHector Farmer is the Digital Team Manager for TSB Bank’s Customer Engagement Centre. He’s been a Digital Team Manager for the past 7 years, at 2 different banks. In 2020, he won the Customer Contact Network of New Zealand, National Team Leader of the Year Award. He’s got a fantastic mindset which helps his people thrive. Exactly the sort of mindset to look for if you’re recruiting Team Leaders, or to replicate if you’re a Team Leader. Hector's Top 3 Tips: Share your “Why” with your team. And if you can, align you...
2021-05-0314 min
Secrets To Contact Center SuccessHow Your Contact Centre Trainer Can Help You Win National Awards - with Vanessa Varela EscobarVanessa Varela Escobar is the Operations Trainer at Sykes Holiday Cottages. She has more than 12 years’ experience in the contact centre industry, and has worked as an agent, Team Leader and Contact Centre Trainer. As a Trainer, she was heavily involved in helping the New Zealand Automobile Association contact centres win the Member Support Services category, at the 2017 CCINZ (Contact Centre Institute of New Zealand - now CCNNZ) CRM Awards. And then in 2018 helped the Association win the Supreme Gold award for contact centers over 50 seats. She shares her tips on how the Automobile Association we...
2021-04-2818 min
Secrets To Contact Center SuccessHow to Create a Learning Culture in Your Contact Centres - with Craig McFadyenCraig McFadyen is Director of LearningPlanet. He has over 30 years’ experience in the contact centre industry, and has been at the forefront of providing training services to the industry for more than two decades. As a result, he’s got fantastic insight into how to create a learning culture in your contact centres, as well as how to take advantage of the latest trends in contact centre training. Top 3 Tips: A learning culture starts at the top. Where there’s executive level buy-in to the importance of training, it cascades right down the organi...
2021-04-2614 min
Secrets To Contact Center Success11 Top Tips for Managing Millennials - with Josh KrissansenJosh Krissansen is the Managing Director at Blogger Boy. He’s a Millennial born in 1993, and with five years' experience as a Sales Manager, he's also managed Millennials. Particularly as Head of Sales, responsible for an inside sales team doing outbound calling. As a result, he’s got a number of great tips on how to get the best from the Millennials you manage. Top 3 Tips: Many Millennials see working in a contact centre as a career steppingstone. Find out what their career goals are, so you can help them understand how what they...
2021-04-2128 min
Secrets To Contact Center SuccessHow I Revived a Vital Sales Campaign, Increasing Performance by 281% - with Josh BallantyneJosh Ballantyne is the Insurance Manager at Kiwibank. He’s spent 13 years in the financial industry - working with some of New Zealand’s largest insurers and companies - and has created huge performance transformations in multiple sales campaigns he’s been responsible for. He’s got great tips on how you can achieve the same. Top 3 Tips: Put yourself in a positive mindset - you can lift performance (11:26). Identify what behaviours distinguish your high performers from your average performers. Train all agents to use them on every call (12:12). Praise a...
2021-04-1914 min
Secrets To Contact Center SuccessDiscover the Traits of an Award-Winning Contact Centre Agent - with Jane HorneJane Horne is a Customer Service Representative at TSB Bank. She was awarded the CCNNZ (Customer Contact Network New Zealand) National Contact Centre Agent of the Year award in 2020. Her traits and mindset are exactly the ones to look for when you’re recruiting CSRs. Jane's Top 3 Tips: Having enthusiasm and passion for working with customers is vital (05:41). Being skilled at asking open questions like “what”, “how” and “tell me about” separates high-performing CSRs from average performers (07:06). Consider all customer service based backgrounds when it comes to recruiting CSRs, not just people...
2021-04-1213 min
Secrets To Contact Center SuccessHow to Recruit Your Ideal CSRs In Today's Digital World - with Amanda LawAmanda Law is a Recruiter and Principal Consultant at Cultivate Recruitment. She has more than 11 years in the recruitment industry, and has spent most of the that time recruiting for contact centres. Her expertise means she’s got some incredibly useful tips when it comes to recruiting your perfect contact centre agents in the current environment. Top 3 Tips: If you can, run a blind recruitment process - which basically means not reviewing CVs - and trust in your interview process. You’ll avoid discounting people who are fantastic for the role (10:33) When...
2021-04-0518 min
Secrets To Contact Center SuccessHow to Improve Customer Service While Increasing Sales Revenue - with Angela WynnAngela Wynn is the Head of Strategy at ASB Bank. She’s spent the last 20 years in the finance industry, within sales, service, and strategy roles. Most including big change management projects. She’s the most incisive strategic thinker I know. Today, she shares her tips from one of her change management projects around how to increase customer service in your contact centres, while increasing sales revenue. Top 3 Tips: Take the time to understand what your customers want, and what looks like in what your agents do. It’s vital to put your assump...
2021-03-2911 min
Secrets To Contact Center SuccessHow Your Quality Analysts Can Help Improve Your Call Centers' Performance - with Robin Carter-StuartRobin Carter-Stuart is the Nominated Representative Coach at TSB Bank. He’s worked in the contact center industry for the past decade, mostly as a Team Leader, a technical trainer and as a sales quality analyst. He’s got a super strong understanding of how your Quality Analysts can contribute to building a world-class coaching culture in your centers, so you lift performance. Full show notes: https://bravatrak.com/robin-carter-stuart-podcast Connect with Robin on LinkedIn: https://www.linkedin.com/in/robincarterstuart/ Get your free copy of Game On: https://bravatrak.com/game-on-book
2021-03-2214 min
Secrets To Contact Center SuccessHow to Lead Your Remote Teams to Get the Best Out of Them - with Sheryl NorthSheryl North is the Consumer Programmes Lead at Spark New Zealand. She’s spent the last 25 years in the contact centre industry, and was responsible for setting up and running Spark’s highly successful Agents at Home programme from 2010 to 2020. She’s got a number of great hard-won tips for how to manage remote teams to get the best from them. Full show notes: https://www.bravatrak.com/sheryl-north-podcast Connect with Sheryl: https://www.linkedin.com/in/sheryl-north-25a76536/ Get your free copy of Game On: https://bravatrak.com/game-on-book
2021-03-1512 min
Secrets To Contact Center SuccessHow to Get the Contact Center Manager Job of Your Dreams - with Georgia IrvineGeorgia Irvine is a Customer Service & Call Centre Recruiter at Tribe Recruitment. She has great insight into the industry trends about what employers are looking for. She’s got some great tips about how to get placed in the contact centre manager role you’re wanting. Top 3 Tips: Above anything else, employers of call center managers still look for strong people leaders. In other words, people who can build a strong culture, be an advocate for their contact centre or customer service team and develop and nurture relationships across the wider business (09:46). Look at t...
2021-03-0814 min
Secrets To Contact Center SuccessHow to Decrease Call Volume, Help Customers with Self-Service, and Improve Customer Experience - with Bridgette DalzellBridgette Dalzell is the General Manager of Customer Connection Hubs at Bank of New Zealand. She's spent the last 25 years involved in customer experience, customer service, and customer sales. And she's led teams across New Zealand, Australia, India and the Philippines. Top 3 Tips: Have a really good data set of understanding why your customers are calling. Have a team of people dedicated to doing call listening. And then come up with a strategy around what is your low hanging fruit and how you'll measure it. You'll Learn: ...
2021-03-0812 min
Secrets To Contact Center SuccessWelcome to the Secrets to Contact Center Success PodcastWelcome to the Secrets to Contact Center Success. The podcast which connects you with the latest and greatest tips from the best and brightest minds in the industry. But before I tell you a bit about myself, let's talk about you. More specifically; the value you can expect to get from regularly tuning in. My focus is on interviewing experts in the contact centre space, to share with you the best secrets for solving the challenges that you're facing. The reality is that whatever problems you're currently facing in your contact centers, someone...
2021-03-0504 min