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Bringing the voice of your customers into your boardroom and working practices
Bringing the voice of your customers into your boardroom and working practices
The UK Contact Centre Forum's "The Great Debate" webinar series has explored the multifaceted impact of Artificial Intelligence (AI) within the contact centre industry, questioning whether it will be a friend or foe and a job killer or an ultimate solution.
Every conversation about vulnerability has two participants. In our efforts to get consumers better outcomes, are we forgetting the contact centre staff member?
Last week the FCA (7th March 2025) encouraged vulnerable customers to disclose their needs to firms and explained that those who do open up typically have better experiences with 74% of vulnerable customers who opened up reporting that staff asked the right questions to understand their situations and almost 60% reporting that the firm appeared to 'care' and took action to provide the support they need.
This expression is an adage attesting to the need for time to create great things.
It’s common knowledge that at the start of every year, there’s a great rush to make changes or New Year’s Resolutions.
The problem is that many resolutions are optimistic of great change and have often fallen by the wayside by mid- to late- January.
At this time of year personal goals are often set “to lose weight,” “get fit” or “have more sleep.”
Why do they so often fail?
A while ago I decided it was time to start looking after myself a bit better.
December 12th is known as 'Cracker for One Day' at RBL and is something we acknowledge every year as it keeps us on our CX toes.
About 6 years I was visiting a client and staying over at a lovely hotel set outside the town in lovely open grounds.
With it being almost Christmas, the team were flat out and so I decided that rather than heading out for dinner with me, we should all go home on time. I was tempted by room service and a film. I wasn't driving so had accepted a lift from one of the staff members who lived locally.
When I checked into the hotel, I was advised there was no room service offering, only restaurant service that night. The local taxi service was very busy and there were no taxi's available for over an hour.
So, I headed down to the restaurant.
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