Featured Videos

Featured videos, interviews and clips

Vulnerability Outcomes

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In this clip John Willoughby from Elanev discusses about vulnerability and how outcomes, and in particular avoiding harm, is important in understanding what needs to be done. See the full interview and find out more about Elanev-> Here.

Going as digital as possible, as fast as possible

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In this clip Mark Kelly from KeyIVR talks about the pressure and call to action that COVID has generated for companies to automate and digitallise their proceseses. It has been transformational. At lot has been done, however there is still plenty more to do and this is very much still the start of the journey. See the full interview and find out more about KeyIVR -Here.… Read more

Motivation, Retention, Attrition

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In this clip Emma Skygebjerg, Director WFM at Puzzel talks about how in the current environment they are seeing schedule flexibility being a competitive advantage for companies in retaining employees. The challenge of course is not only just offering this, but also ensuring that all this schedule flexibility is under control and resources are scheduled at the right time for customers queries and contact requirements. See the full interview and find out more about Puzzel… Read more

Market Pricing Challenges

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In this clip Craig Hinchliffe, CEO of the Perch Group discusses some of the challenges there are now accurately pricing debt. Payment history and behaviour of customers has changed, so recent historical data is now no longer necessarily predictive. It poses some unique challenges especially in what is a continuing, changing environment. See the full interview and find out more about the Perch Group -> Here.

No more call centre improv…

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Jimmy Hosang, CEO of TMAC, chats about his belief in call centre scripts… it is not about improvisation, but delivering a controlled, skilled and experienced performance on the phone. No two calls are the same, but there is a method, one that can yield better outcomes. See the full interview and find out more about TMAC-> Here.

Young people and vulnerability

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In this clip, Helen Lord, CEO of the Vulnerability Registration Service talks about how vulnerability spans across all age ranges. Younger people can sometimes be more impacted, and their vulnerability less visible… it does not mean to say it is not there mind you and is something we need to keep top of mind. See the full interview and find out more about VRS-> Here.