ROAR Members

Access the full podcast series here Key Takeaways Proactive Decision-Making: The decision-making process in crisis management is critical, as demonstrated by iSolve leaders' swift pivot from an in-person to a virtual event due to Hurricane Milton. Understanding Customer Sentiment: Thorough comprehension of the audience allows for sensitive communication during crises. Building a Resilient Team: A capable team that can make quick decisions under pressure is essential, exemplified by the iSolve team’s rapid execution of a recovery plan. Establishing Contingency Plans:… Read more

Access the full podcast series here Key Takeaways The concept of "false hustle" highlights the misalignment prevalent in many organisations where effort does not translate into improved customer experience. Effective customer experience (CX) requires a balance between efficiency metrics and personalised human interactions. Companies should focus on measuring the outcome and intent of customer interactions instead of merely monitoring scripted processes. The rise of artificial intelligence (AI) necessitates a shift in training and evaluating customer service agents, emphasising critical thinking… Read more

Access the full podcast series here Key Takeaways Automation Growth: Automation has significantly increased in contact centres over the years, with AI and large language models (LLMs) catalysing this trend. Enhancing Human Roles: The current state of contact centres suggests that automation will likely enhance human roles rather than fully replace them. Essential Human Value: There is a growing belief that while AI can automate many tasks, humans will still provide essential value in complex customer interactions. Data and Processes:… Read more

Access the full podcast series here Key Takeaways Conversational data can play a crucial role in enhancing agent performance in contact centres. Understanding the nuances in customer interactions is essential for effective coaching and continuous improvement. Team leaders should focus on both the "why" and "what" behind customer interactions to improve outcomes. Utilizing speech analytics and conversation analytics can lead to more actionable insights, even when such tools are not available. Real-time coaching is imperative for identifying skill gaps and… Read more

Access the full podcast series here Key Takeaways Adaptability is Crucial Transitioning from contact centre roles in commercial sectors to emergency services requires the ability to leverage transferable skills. Effective Communication Emotional support and clear communication are vital when handling calls from individuals in vulnerable situations. High-Pressure Environment Emergency service call handlers work in a high-pressure setting that demands quick decision-making and teamwork. Collegial Culture The culture within emergency services emphasises reliance on colleagues and the importance of building relationships… Read more

Access the full podcast series here Key Takeaways Multifaceted Communication: A multifaceted communication approach is crucial for relationship building in collections. Empathetic Evolution: The collections industry is evolving toward a more empathetic and personalised touch. Human Element: Maintaining a strong human element in communications is essential, even as digital methods become more prevalent. Community Leverage: Credit unions can leverage their close-knit community atmosphere to foster deeper member relationships. Personalised Solutions: Understanding a member’s full background aids in providing personalised solutions… Read more