ROAR Members

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

Access the full podcast series here Key Takeaways Transformation of Entertainment: Connected entertainment experiences are evolving from passive consumption to dynamic engagement through interactive and personalised digital media. Seamless Integration: Amusement parks like Universal Studios exemplify seamless experiences by integrating physical items with digital technology, enhancing storytelling and user engagement. Nostalgia-Driven Demand: Recent trends indicate a growing nostalgia-driven demand for experiences that blend human interaction with technology, moving away from purely digital engagements. Desire for Collective Experiences: Immersive experiences, such… Read more

Access the full podcast series here Key Takeaways New Protections for APP Scam Victims: A reimbursement limit of £85,000 is being implemented, covering 99.8% of all authorized push payment (APP) scam cases. Increase in Customer Complaints: Water companies in England and Wales reported a 29% increase in unresolved customer complaints, primarily concerning billing issues. Starling Bank Fine: A significant fine of nearly £30 million has been imposed on Starling Bank for inadequate financial crime controls and reliance on a limited… Read more

Access the full podcast series here Key Takeaways Understanding Sentiment: Data alone cannot fully capture the behaviour and emotional complexities of employees; a deeper understanding of sentiment is essential. Interconnected Experiences: Employee experience (EX) influences customer experience (CX), and both should be interconnected to drive business success. Emotion in Decision-Making: Emotions and gut feelings significantly impact decision-making—approximately 85% of decisions are emotion-driven. Listening Initiatives: Open-ended surveys and focus groups are critical for understanding employee sentiments and motivations. Metrics Misinterpretation: Company… Read more

Access the full podcast series here Key Takeaways Reintroduction of the Philippines: The Philippines aims to reestablish itself as a competitive BPO destination in the global market. Elevating Positioning: Stakeholders in the Philippines seek to move beyond legacy perceptions of low-cost voice services. India's Strategic Focus: India has strategically prioritised non-voice support services, distinguishing itself in the digital support sector. Shift from Voice Services: The diminishing role of voice as a primary customer interaction channel requires a transition from traditional… Read more