RO-AR.com: Podcasts

Access the full podcast series here Key Takeaways Surveys are not an effective way to develop CX initiatives and get ROI… Read More »Podcast ¦ Next In Queue: Learning to Fly featuring Jeff Sheehan

Access the full podcast series here Key Takeaways Net Promoter Score (NPS) has a rich history dating back to 2003 when… Read More »Podcast ¦ Get out of wrap: 196 – GOOW TV ft. Rob Wilkinson on NPS

Access the full podcast series here Key Take Aways The customer isn't always right, and businesses shouldn't just blindly follow customer… Read More »Podcast ¦ Punk CX: The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot

Access the full podcast series here Key Takeaways 60-70% of calls now require identity checks, taking on average 44 seconds to… Read More »Podcast ¦ Get out of wrap: 197 GOOW TV – Are agents being asked to come back in to Contact Centres

Access the full podcast series here Key Takeaways Digital transformation in collections is at different stages across organisations, with varying… Read More »Podcast ¦ RO-AR.com: The Digital Shift Collections Strategies for a New Era

Access the full podcast series here Key Takeaways A leader in a CX team plays a crucial role in driving communication… Read More »Podcast ¦ CX Passport: The one with the epochal growth – Sarah Caminiti Head of US Customer Service at abcam E176

Access the full podcast series here Key Takeaways Training in contact centres should focus more on education rather than just job-related… Read More »Podcast ¦ Get out of wrap: 194 – GOOW TV on Training & Agent In-Call Knowledge

Access the full podcast series here Key Takeaways Cultural fit is a crucial factor when choosing an outsourcing partner, even more… Read More »Podcast ¦ CX Files: Leigh Hopwood – CCMA – CX From The Buyer’s Perspective

Access the full podcast series here Key Takeaways Inclusive workplaces are crucial for fostering diversity in gender, culture, and age. Organisations… Read More »Podcast ¦ Informing Choices: Inclusive Workplaces – Nurturing Culturally Dynamic, Multi-Generational Workplaces with Cat Barnard

Access the full podcast series here Key Takeaways Accessible numbers are those presented in a way that is easy for everyone… Read More »Podcast ¦ Vulnerability Matters: Episode 23 – The secret life of accessible numbers with Laura Parker and Chris Fitch

Access the full podcast series here Key Takeaways Participating in the European Contact Centre and Customer Service Awards can provide valuable… Read More »Podcast ¦ Get out of wrap: 195 – The ECCCSA’s with new Chair of the Judges – Moira Clark and Director of Operations – Jackie Pringle

Access the full podcast series here Key Take Aways Consumers are feeling less loyal to brands, with 67% in the UK… Read More »Podcast ¦ Punk CX: The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow

Access the full podcast series here Key Takeaways Understanding how modern world objects shape our behaviour and thinking The importance of… Read More »Podcast ¦ Next In Queue: Connections featuring Lynn Hunsaker

Access the full podcast series here Key Takeaways Innovation in the collections industry is driven by a need for greater… Read More »Podcast ¦ RO-AR.com: Buzzwords or Real Solutions What really matters

Access the full podcast series here Key Takeaways The future of leadership requires a shift towards authentic, transparent, values-driven leadership. Collective… Read More »Podcast ¦ Informing Choices: 21st Century Leadership with Cat Barnard

Access the full podcast series here Key Takeaways Transitioning from an agent to a team leader in the contact centre industry… Read More »Podcast ¦ Get out of wrap: 193 Jordan Powell on the transition from Agent to Team Leader

Access the full podcast series here Key Takeaways Prioritising empathy and empowerment in customer experience can lead to increased customer satisfaction… Read More »Podcast ¦ CX Passport: The one with the CX tasting menu – Courtney LeBlanc CX OpenToWork E174

Access the full podcast series here Key Takeaways Customer retention and customer loyalty are different concepts, with loyalty requiring an emotional… Read More »Podcast ¦ Next In Queue: They’ve Done Studies, You Know featuring Graham Hill

Access the full podcast series here Key Takeaways Emphasising customer centricity can help build brand loyalty, even in the collections industry.… Read More »Podcast ¦ Collecting Thoughts: Keeping Repeat Business with Robert Fagan

Access the full podcast series here Key Takeaways The Welsh contact centre industry has evolved over the past two decades, focusing… Read More »Podcast ¦ CX Files: Sandra Busby – Cnect Wales – ‘Welcome to Wrexham’ Could Lead To More CX in Wales