RO-AR.com: Podcasts

Access the full podcast series here Key Takeaways Digital adoption is a crucial trend in the collections industry, emphasising automation,… Read More »Podcast ¦ RO-AR.com: Digital Adoption Insights from Canada, the US and the UK

Access the full podcast series here Key Takeaways Biases will likely not be completely eliminated, but efforts are being made to… Read More »Podcast ¦ What the Future: Leaders Life Stories with Patrick Quinton – Smith

Access the full podcast series here Key Takeaways Luke Murphy's career path has been a squiggly line, with trial and error… Read More »Podcast ¦ What the Future: Leaders Life Stories with Luke Murphy

Access the full podcast series here Key Takeaways There are numerous issues in the leasehold sector, including service charge abuses, lack… Read More »Podcast ¦ Debt Talk: Debt Talk Leasehold & charges

Access the full podcast series here Key Takeaways The importance of high standards in sales processes to meet Net Zero challenges… Read More »Podcast ¦ What the Future: Is Energy Sales Dead

Access the full podcast series here ### Key Take Aways - Life is too short, so it's important to live authentically… Read More »Podcast ¦ What the Future: Leaders Life Stories with Darcy Dewse

Access the full podcast series here Key Takeaways Success in personalization for Bupa involves meeting customer expectations for a seamless and… Read More »Podcast ¦ Punk CX: There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa

Access the full podcast series here Key Takeaways The Formiga Foundation, an industry for good alliance, is a joint initiative by… Read More »Podcast ¦ CX Files: Alistair Niederer – FormIGA – IAOP & GSA join forces for good in BPO and CX

Access the full podcast series here Key Takeaways Customer support focuses on retaining revenue from customers, while IT support serves employees… Read More »Podcast ¦ Next In Queue: Far From Home featuring Matt Beran

Access the full podcast series here Key Takeaways Credit unions prioritise protecting their members over maximising profits, leading to a more… Read More »Podcast ¦ Collecting Thoughts: Managing Delinquency and Negotiating Settlements

Access the full podcast series here Key Takeaways Fiji's advantage in customer service and tech skills can make it a compelling… Read More »Podcast ¦ CX Files: Stephen Peattie & Dan Castilla – Assessing BPO

Access the full podcast series here Key Takeaways The Sunflower lanyard scheme is a global accessibility initiative for people with hidden… Read More »Podcast ¦ Vulnerability Matters: Episode 24 – Hidden disability, looking behind the Sunflower Lanyard scheme with Paul White

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 Takeaways The hidden revenue in a customer base can be unlocked by focusing on… Read More »Podcast ¦ CX Passport: The one with the hidden customer revenue – Anita Toth The Hidden Revenue Hunter E175

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