ROAR Members

Access the full podcast series here Key Takeaways The current job market is challenging for applicants, with significant competition and a 30% increase in applicants per position. The advent of remote work has expanded the talent pool, but it can lead to overwhelming numbers of applications for employers. Approximately 70% of job applications are screened out by applicant tracking systems before they reach human recruiters. Company culture is critical in employee retention; organizations that quickly cut wages or lay off… Read more

Key Takeaways The importance of maintaining authenticity in leadership and avoiding the pervasive use of jargon in corporate communication. Engaging directly with frontline employees can uncover critical insights and improve customer interactions. Leaders should foster an open communication environment, encouraging staff to share their experiences and suggestions without fear of repercussions. Acknowledging the role of leadership in existing organizational challenges can lead to meaningful improvements in employee engagement and productivity. Humour, as observed in stand-up comedy, can serve as a powerful tool in… Read more

Access the full podcast series here Key Takeaways The contact centre industry is experiencing a shift in perception, with agents increasingly proud of their profession. There is a strong emphasis on the value of frontline experience, which is critical for effective management and product development. The research indicates that 70% of agents would recommend a career in contact centres to friends. Many agents express a desire for flexibility in their work schedules, with 46% indicating they have little to no… Read more

Access the full podcast series here Key Takeaways Digital poverty is defined as the inability to engage with digital services effectively when, where, and how needed, emphasising the importance of suitable access. Approximately 11 million UK adults lack basic digital skills, hindering their ability to navigate essential services. Digital poverty creates new forms of consumer exclusion, particularly among vulnerable populations, affecting their access to education, employment, and public services. The COVID-19 pandemic has exacerbated digital poverty, with many essential services… Read more

Access the full podcast series here Key Takeaways Shift in Customer Service Sourcing: The pandemic led to a shift from traditional multilingual hubs to more flexible virtual platforms for customer service. Adapting to Market Expectations: Organisations that adjust to evolving labour market demands will be more successful in sourcing quality talent. Global CX Outsourcing Platform: Klaus’s company operates as a global customer experience (CX) outsourcing platform, using a marketplace model that connects clients with talents. Flexible Global Talent Pool: The… Read more

Access the full podcast series here Key Take Aways Understanding the evolution of the credit lifecycle is crucial for improving customer experience and cash flow management. The transition from manual data management to electronic systems has transformed operational efficiency in credit management. Modern technology allows the use of scorecards and algorithms to streamline credit application processes and risk assessment. A customer-centric approach is essential in credit management, promoting transparency and responsiveness in interactions. Training and continuous development of staff capabilities… Read more