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.
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.
In conversation with Bernie Smith from Made to Measure KPIs. In this clip we talk about how digital transformation has helped us during lockdowns, however, Bernie reflects on whether we are really using many of their tools their maximum capability and whether we still need to shift our thinking a little further? See the full interview and find out more about Made to Measure KPIs-> Here.
In this clip from an interview with Chris McEleavey, a founding partner at Bulien, we cover the evolution of data analytics and reflect on where we actually sit today. Needless to say we still have opportunities and are really just starting the journey. See the full interview and find out more about Bulien -> Here.
In conversation with Mark Cunningham, Founder and Director at Whenfresh. WhenFresh specialises in property data and here Mark reflects on digital/data adoption through the pandemic and how this will evolve going forward. See the full interview and find out more about WhenFresh -> Here.
In conversation with Neil Whitaker, strategic account director at IMIMobile. In this clip Neil discusses how new communication technologies, by their nature, fragment a conversation into chunks and how this can be used to inch a customer along a customer journey, improving the customer experience. See the full interview and find out more about imi mobile -> Here.