Video Update

Extra video content – interviews & clips

Prioritising Quality Over Quantity

Here Hanif Joshaghani emphasizes the importance of quality over quantity in customer interactions. He stresses the goal should be to have meaningful conversations and achieve the right outcomes with customers, rather than inundating them with messages. Overloading customers with messages can lead to digital and decision fatigue, diminishing the effectiveness of communication. The need to use behavioral science to trigger favorable emotional responses and ensure messages stand out amid the noise is important. We should expect that addressing this challenge… Read more

From Excel to Graphs: Navigating Financial Networks

In this clip Jim Webber from Neo4J, praises the versatility of Excel while highlighting its limitations in handling complex data relationships. Graph theory can help. They can be throught of like the London Tube map, with stations connected by lines representing train routes. This analogy illustrated the ease of understanding networks with dots connected by lines. Find out more about Neo4J -> Here.

The Lending Dilemma: High Street Banks vs. Credit Unions

In the clip, Andrew Rabbitt discusses the importance of effectively collecting debts to prevent long-term negative consequences for individuals. He argues that not addressing debt issues promptly can impact individuals when future lenders or service providers assess their financial history. Acknowledging that the credit sector needs improvements in data reporting and accessibility, emphasizing the importance of quick and convenient interactions with borrowers, however he suggest that delaying notifications about missed payments is counterproductive and can lead to worse recovery rates.… Read more

Will AI replace Agents?

In the UK, people’s perspective on AI in contact centers differs from that in the U.S. In the past, the U.S. leaned towards replacing agents with AI, but this attitude has shifted significantly. The belief that AI will replace agents has diminished due to a better understanding of AI solutions’ capabilities in the market. The initial concern about AI taking jobs has been dispelled as people recognize the actual impact of AI in contact centers. Find out more about ContactBabel… Read more

The AI evolving workplace – it’s nearer than we think

In this clip, Joseph Twigg explains the future workplace where onboarding includes voice recognition setup. Meetings and interactions are recorded, transcribed, and followed up on automatically. This system, feasible with current technology, schedules follow-up meetings, generating notes and actions. It aids in balancing hybrid work patterns by integrating both in-office and remote work aspects, ensuring equal participation and efficiency regardless of location. This advancement in workplace tech optimizes organization and communication, reflecting a shift towards more digitally integrated work environments.… Read more