ROAR Members

Access the full podcast series here Key Takeaways The recent budget announced by Chancellor Rachel Reeves has raised significant concerns within the Customer Experience Management (CXM) sector, particularly regarding its impact on operational costs. The increase in the National Living Wage and National Insurance contributions places a double burden on contact centres, potentially leading to reduced hiring or increased outsourcing. Companies may shift towards outsourcing as a strategy to mitigate rising domestic labour costs while attempting to maintain service quality.… Read more

Access the full podcast series here Key Takeaways Executive Support: Successful customer experience (CX) programs require executive or C-level support to avoid becoming siloed initiatives. KPI Focus: Solely concentrating on CX key performance indicators (KPIs), such as Net Promoter Score (NPS), can result in tampering and misrepresentation of customer satisfaction. Understanding Behaviour: Long-term success in CX occurs when organisations prioritise understanding customer behaviour over merely tracking metrics. Observational Insights: Insights derived from observational data can be more revealing than survey… Read more

Access the full podcast series here Key Takeaways The credit and collections industry is witnessing a rise in debt and bankruptcy, necessitating proactive strategies from companies. Offering diverse credit terms and flexible payment solutions is essential to mitigate risks and encourage timely payments. Personal relationships and human interaction remain crucial, even in an increasingly automated environment. The evolution of technology in collections is fostering more data-driven and personalised strategies for managing accounts. Compliance with regulatory standards is paramount as the… Read more

Access the full podcast series here Key Takeaways Voice Channel Dominance: The voice channel remains dominant in customer interactions, accounting for 64% of all interactions. Customer Frustration: Increased speed-to-answer times are driving customer frustration, rising from 16 seconds in 2004 to 116 seconds by the end of 2023. Issue Complexity: The complexity of customer issues has increased, leading to an average call duration that has grown by three additional minutes over the past 20 years. Declining Satisfaction: Despite advancements in… Read more

Access the full podcast series here Key Takeaways The importance of company culture is on the rise as a critical factor for enterprises when selecting BPO partners. Post-pandemic dynamics have shifted the expectations of client relationships from transactional to relational, focusing more on engagement and partnership. Building trust and rapport with clients is essential for successful long-term outsourcing relationships. Organizations are increasingly looking for BPO providers that can offer tailored solutions rather than one-size-fits-all services. Niche specialization is becoming crucial… Read more

Access the full podcast series here Key Takeaways Evolution of Solopreneur Model: The podcast highlights the transition from a solopreneur model into a structured business with employees, emphasising the importance of adapting to operational complexities. Impact of Cultural Differences: Cultural differences significantly affect business operations, especially when navigating foreign bureaucracies. Understanding the Local Environment: Familiarity with the local business landscape is crucial for successful startup management; adapting to local communication preferences can enhance relationships. Employee Relationships: Prioritising understanding individual dispositions… Read more