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Access the full podcast series here Key Takeaways Empathy and Active Listening: Vital in sensitive sectors like funeral services and senior care. Honesty and Trustworthiness: Students and professionals should project these qualities in their interactions with families. Cultural Sensitivity: Awareness of diverse cultural backgrounds and family dynamics is essential in bereavement and senior care. Professional Presentation: It's important for professionals to present themselves appropriately, keeping in mind families' perceptions. Customer Experience: In compassionate services, the nature of interactions is often… Read more

Access the full podcast series here Key Takeaways Transformation in Customer Service: The customer service landscape is experiencing a significant transformation due to AI technologies, signalling the emergence of the "third wave" in customer support. AI Investment Hesitation: A substantial 31% of customer service teams have yet to invest in AI capabilities, mainly due to uncertainties surrounding ROI and the early stage of AI technology. Focus on Quality: Improving quality remains the top priority for 64% of customer service teams,… Read more

Access the full podcast series here Key Takeaways Diversification in Training: The transition from running to triathlons illustrates the importance of diversifying athletic training, which parallels the need for varied skill sets in the professional realm. Community Engagement: Engaging with a community is crucial for achieving both athletic and professional goals, providing necessary accountability and motivation. Importance of Recovery: Recovery is essential in both sports and work environments to prevent burnout and enhance long-term productivity. Gamification: While gamification can motivate… Read more

Access the full podcast series here Key Takeaways Evolution of Technology: The transition from traditional PBX systems to cloud-based solutions like Contact Center as a Service (CCaaS) marks a significant evolution in contact centre technology. Understanding the Landscape: Familiarity with the tech landscape is crucial for optimising operational efficiencies and enhancing the experiences of both advisors and customers. Technological Advancements: Key advancements include AI capabilities, such as auto-summarisation and knowledge management systems. Collaboration with Vendors: Collaboration between various tech vendors… Read more

Access the full podcast series here Key Takeaways Supportive Disclosure Environment: A supportive environment is essential for customers to comfortably share their vulnerabilities with financial service firms. Disconnect in Support: There is a significant gap between the potential support that firms can offer and the actual disclosure rates among consumers facing vulnerabilities. Fear of Negative Impact: Research shows that a substantial percentage of individuals with mental health issues fear that disclosing their condition may negatively affect their access to financial… Read more

Access the full podcast series here Key Takeaways Unconventional Journey: The speaker's path into recruitment was shaped by personal family challenges, highlighting the importance of resilience and adaptability. Understanding Stories: Grasping an individual’s story is vital in recruitment, fostering stronger connections between candidates and potential employers. Authenticity Matters: An authentic candidate experience boosts company reputation, as candidates share their experiences, influencing wider perceptions of the organisation. Emphasis on Storytelling: The speaker advocates for a storytelling approach in recruitment, reflecting both… Read more