Michelle Ansell

Today is No exception. Today we're going to be talking about some remarkably interesting areas. We're going to cover a lot of material. Please take notes if you want or you can come back and listen to it multiple times because that makes it seem like we have more listeners. Hey, yeah, do that. Instead listen to this episode 3, 4 or five times. That'll do it. Anyway, we're going to be talking about advanced telemarketing strategies. We're going to be talking about conflict management, interpersonal skills, customer support, rhetoric, Gamification, employee motivation and phonetic micro expression reading. Have I piqued your interest yet? Well, we have a gentleman on today. His name is Richard blank, and he comes to us from Costa Rica, and he is the head of a great business process, outsourcing contact center, but he's also an expert in so many different areas that we want to talk about. So why don't we bring him in from the virtual green room? You know, there's no real green room of course by now, but let's pretend he's coming in from the green room and we'll welcome him to the show.

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Hi Everyone If you are leading or managing a CX transformation and hitting a stumbling blocks tune in to our upcoming webinar on Thursday the 20th of June at 3pm UK - “Navigating the CX Transformation Journey: 5 Steps to Success” featuring myself - Jamie Easton-Wise and Michael La Rooy hosted by Rodney Hassard from our friends at Syndeo.cx For more information, speaker bios and registration please click the link - https://lnkd.in/eFff8HBs #cxtransformation #contactcenter #ccaas #digitaltransformation #cloudtransformation #cloud #cx

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The Art of Effective Communication: Bridging Gaps in Hybrid Teams https://lnkd.in/efSRfk-u #custserv #workfromhome #ai #customerservice #bpo #outsourcing #marketing #blogs #communication

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The adult health and social care sector in the UK are critical to its healthcare infrastructure. Yet retention and recruitment continue to be problematic. All while demand for services remain high. In this case study, we explore the UK adult social care labour market in 2024 and beyond. Download to better understand: - Staffing shortages within the industry and strategies to improve retention - The factors driving staff to find work elsewhere - The need to widen your talent pool to future proof your workforce - The best strategies to increase overall job satisfaction - The need to have a data driven approach to unlock workforce intelligence - The best solutions for integrated workforce management https://lnkd.in/e-yHW-yu #contingentworkforce #labourmarket #wearemagnit

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Proud to share that ArvatoConnect has recently been featured in Business Reporter and Money Marketing, discussing some of the most important trends shaping customer experience today. In Business Reporter, we explored "The human advantage: How contact centres are moving beyond automation." While AI and automation are transforming customer service, the value of the human touch remains irreplaceable. It’s a fascinating look at how the right blend of technology and human expertise will define the future of contact centres - https://lnkd.in/ear56knd In MoneyMarketing, our Chief Growth Officer, James Towner dives into the Financial Conduct Authority's focus on customer service in the second year of Consumer Duty. Delivering value through exceptional customer service is more important than ever, and this piece provides a roadmap for businesses to meet heightened regulatory expectations while building long-term customer trust - https://lnkd.in/epqHP356 Exciting times ahead as we continue to lead conversations around digital transformation and customer service!

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A lot of conversations around customer journey/strategy. 💬💬 I am hearing the big buzz word all the time…..AI 🤖🤖🤖🤖…… it seems to be the answer and often leads to alot of investment on a technology that is only part of the solution…..🚀🚀🚀 Understanding your business or teams CX maturity is so important. It also challenging…. Let’s be honest balancing your resources, choosing the right contact channels and strategy alone is tough at times.⚖️⚖️ let alone adding automation / new technology/ AI deployment…. The best of leaders have their work cut out….📝 It’s best practise to get a measure of you CX Maturity…. Break it all down🫣🫣 - what is your leadership structure. Is there a need/opportunity to develop/educate/upskill 📚🎓👨🏻‍🎓👩‍🎓 -what tools are currently deployed and do they work and what else is available🛠️🔧🧰 -Intergration- is it required/ planned -Optimisation… is it to complicated -Customer touch points. Is common sense being applied. Is there a better way. -Data- keep it simple/ visual and relevant. Most importantly … don’t fall into the trap of just thinking that adding a new tool will solve all your CX challanges. Take the time to asses and understand your CX Maturity… build the plan #BPO #leadership #development #planning Megan Alexander Shauna Boyle Taylor Gray Jason Topping Gareth Edwards

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Drawing your attention to an opportunity to discover the hiring strategies and tactics utilized by your competitors to gain valuable insights on how to effectively attract top talent in your market.

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Digital transformation remains a key priority for banking and financial organisations, driving success through a strategic blend of technology, processes, people, and culture. Focusing on customer-centricity and process automation can yield significant outcomes. Discover how Yorkshire Building Society (YBS) in the UK strategically embraced digitalisation to transform its core Mortgages and Savings businesses. Learn more about their journey here: https://lnkd.in/gj6T3ZC4

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𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗿𝗲𝘀 𝗮𝗻𝗱 𝘁𝗵𝗲 𝗙𝘂𝘁𝘂𝗿𝗲 𝗼𝗳 𝗪𝗼𝗿𝗸 As a new government takes the helm in the UK, how does the customer contact centre and CX solutions industry engage? At the Customer Experience Foundation's BPO Council today, Chair Paula Kennedy Garcia tabled this question to members. One response in particular got me thinking - alongside the tactical approach outlining the number of jobs the industry creates and maintains, and the value to the economy - it is at the strategic level that we should seek to be heard, and specifically what the future of work will look like across a multiplicity of verticals and sectors in the coming years. Between 2020 and 2022, customer contact and management, inhouse and outsourced, upended decade-long held norms about how and where people could work, communicate, and support businesses, establishing best practice initiatives that accelerated new uses of technology, process, and employee engagement. We have a unique perspective on operating people-based business at scale, harnessing new tech platforms to improving productivity and effectiveness, and offering careers that are long-lasting and rewarding. The focus for the future will require the upstream and downstream evolution of education, skills, working models (attractive to a tiktok generation), and creative remuneration. All areas that are within the gift of government to legislate for. However we engage, it is critical from the outset that the industry is not positioned simply as 'call centres' (yawn). A solid debate and discussion today as always. #management #strategy #business

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The Science of CX podcast. Key Takeaways Into More Productive Customer Engagements with Richard Blank The Science of CX is a groundbreaking new weekly podcast developed to address the millions of businesses that need to learn techniques to compete better in today’s business landscape, by using CX as the cornerstone of a new strategy. Getting to know Richard the man on this special episode #156. How did he end up with such a large collection of restored pinball machines and jukeboxes? key ingredients to ensure an effective micro-expression conversation How agents can positively handle and grow from negative calls and feedback from customers https://lnkd.in/eGw8fib7 https://lnkd.in/e-Qpgkp6 Running a small business? Well tune in and find out what tips Richard has to help you leverage your everyday conversations into a goldmine Time and numbers. Find out whether or not it's productive to measure your employee’s efforts based on the number of hours or sales made  Richard shares with us his unique and world-class system of training and mentoring new agents  An exercise you can easily pick up in helping you become a better micro expression reader Join Steve Pappas in the lab as he puts his 25+ years to the test to make your business (soar, grow and accelerate). https://lnkd.in/eJ_r6UqP #RichardBlank #CostaRica #CallCenter #Outsourcing #Telemarketing #BPO #Sales #Entrepreneur #B2B #Business #Podcast #Leadgeneration #Appointmentsetting #SacrificetoSuccess #Scienceofcx Science of CX, The Forgotten Art Project, Richard Blank,Costa Rica's Call Center, Outsourcing, Telemarketing, BPO, Nearshore, Sales, Entrepreneur, B2B, Business,Podcast,Gamification,Leadership,Marketing, Radio, Guest, Money, education, trainer, Key Takeaways Into More Productive Customer Engagements with Richard Blank. The Science of CX podcast. https://lnkd.in/eGw8fib7 https://lnkd.in/e-Qpgkp6

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Lately I've been reminded of just how easy it is for WFM to slide into focusing on just the tactical. And I get it, ops is banging on our door with pitch forks and torches about cancelled coaching or horrible service levels. Our leader is wondering why our forecast is so odd. And then L&D joins the circus with some ridiculous required training needing to be completed in the next two days. With all of these moving pieces it's incredibly easy to just focus on making it through the day. But we need to resist the urge to just put our heads down. Even as things get crazy we need to have at least one eye on strategy. How can we avoid this chaos in the future? How can we improve our forecast accuracy? How can we partner even better with ops? WFM is often having to put out the tactical fires right in front of us. But I want to encourage you all to keep your heads up and look for ways to keep strategy in sight, it's the best way to avoid these problems and help WFM have a seat at the decision making table in the future. #wfm #contactcenters #strategy #eyesup

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In an evolving UK labor market, understanding trends in wage fluctuations, skill demand, and workforce shifts is more crucial than ever. Our "Autumn/Winter 2024 UK Labour Market Report" infographic highlights exclusive data on rising skills, hiring trends, and emerging workforce strategies to help organizations navigate these changes and optimize their talent approach. Explore the insights below to stay ahead in the competitive landscape and ensure agile, informed workforce planning. https://lnkd.in/eG_YsFVC #contingentworkforce #labourmarket #wearemagnit

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The Rise of Outsourcing: A Paradigm Shift in UK Business Strategy Our latest blog post delves into the remarkable surge in outsourcing across UK businesses. The statistics are striking: 48% of UK companies now outsource, marking a 41% increase since the pandemic. This trend spans various sectors, with IT outsourcing witnessing a notable 22% rise since 2019. The financial commitment to outsourcing is equally impressive. UK businesses allocated £500 billion to outsourcing in 2022, whilst global spending is projected to reach £571 billion by year's end. Business Process Outsourcing is set for substantial growth, with forecasted spending of £212 billion in 2023, a 19% increase from 2019. Interestingly, over 70% of B2B decision-makers have embraced outsourcing, with IT support being the most commonly outsourced function. This shift is partially driven by inflationary pressures, as businesses strive to manage costs and maintain competitiveness. The outsourcing landscape in the UK has evolved significantly, with the number of Business Process Outsourcing Services growing by 2.5% annually over the past five years, and a more pronounced 7.7% increase since the pandemic. IT services dominate the outsourcing sphere, accounting for 72% of all outsourcing contract values worldwide. In the UK, IT remains the most sought-after outsourced service, primarily due to the scarcity of essential IT staff and the expectation of superior results. These trends underscore the growing recognition of outsourcing as a strategic tool for business growth and efficiency. As we navigate this evolving landscape, how can businesses best leverage outsourcing to enhance their competitive edge and drive innovation? #BusinessOutsourcing #UKBusinessTrends #ITOutsourcing #BusinessProcessOutsourcing #StrategicGrowth

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In many large organisations, a major challenge is often encountered when trying to deliver a superior customer experience, being blocked by limitations in #technology, processes or resources. Some effective approaches to achieve comprehensive #CX improvements include adopting innovative technologies, streamlining digital #workflows, and fostering a customer-centric culture. By partnering with SPS, companies can bridge the gap between their goals and reality, ensuring sustained #growth and a competitive edge. Learn more: https://sps.news/gH4f8P #CustomerExperience #BusinessProcessOutsourcing #ThePowerOfPossibility

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At the core of interactive dashboards lies their ability to display key #callcenter metrics in real-time, providing an unparalleled level of visibility into agent performance.  Get more insights into the proven ways how interactive dashboards are improving call center agent’s performance in this great read by my friend and Etech Global Services' VP Corporate Strategy, Amit Kachhawa. #interactivedashboard #AI #Auotmation #AgentEmpowerment

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I like metrics and i enjoy seeing actual results. This is an interesting article on vanity metrics - measurements that are nice to look at but dont give you the actual performance. Hyper Personalisation is the key #personalisation #crm #digitalmarketing https://lnkd.in/eu2cy_Jn

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