Philippe Oliveira

New podcast alert 🎙️ Harnessing Data, Nurturing Culture, and Adapting Growth Strategies for Scaling Success Join us to lift the hood on the development of MaxContact, a cloud-based call centre platform designed to help teams reach the right people, at the right time, with Co-Founder and CEO Ben Booth. Are you wondering how to better 🔍 leverage data for growth while maintaining a strong company culture? Or perhaps how a strategic rebrand can help scale operations? Ben talks through how they've overcome challenges along the way with innovative product development 🛠️ navigating complex business transitions like management buyouts and succession planning 🌐 adapting to the rapidly evolving tech landscape and market needs 🤝 and nurturing internal talent. Whether you're an aspiring entrepreneur or a seasoned leader, you'll find valuable insights and practical strategies to thrive in the tech industry. Shoutout to Chris McGowan, that's a wrap 🎬 🔗 Listen wherever you get your podcasts: 💻 𝗧𝗵𝗲 𝗦𝘁𝗮𝗿𝘁-𝗨𝗽 𝗗𝗶𝗮𝗿𝗶𝗲𝘀 𝗛𝘂𝗯: https://shorturl.at/JKsTW 🤳 Spotify: https://shorturl.at/h0yLd 🍏 Apple Podcasts: https://shorturl.at/thqpB 🎧 Amazon Music: https://shorturl.at/e8qp2

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Are you overwhelmed with customer enquiries? Is supporting digital channels weighing you down? Are you feeling the pressure to deliver exceptional service? At Amillan, we get it. Providing exceptional customer support isn't easy. High call volumes, managing digital interactions, agent training, legacy systems – the hurdles are all too real. With unbeatable omni-channel capabilities and industry expertise, we'll help you conquer those customer support challenges like a pro. Amillan can eliminate common customer support challenges with our omni-channel contact centre solution: ✅ Reduce long wait times and call volumes by over 30% using digital channels and webchat. ✅ Do more with less. Let self-service handle routine queries, freeing up agents for complex customer needs. ✅ Eradicate disjointed customer data. Our single agent interface provides a unified view across all channels with full history. Want to know more? Book a demo today. https://lnkd.in/erEQXFTG

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Is your contact centre fully integrated into your organisation's strategy? Discover how harnessing the power of customer attention can transform your entire business at the UK National Contact Centre Conference! In a world where attention is a precious commodity, your contact centre is a crucial touch-point for gathering insights, shaping perceptions, and driving customer loyalty. Join us as we explore how leading organisations are integrating their contact centres into their overall business strategy to unlock unparalleled value. 💡 Key Highlights: - Attention Economy: Matt Allwright on why customer attention is the most valuable resource - Strategic Integration: How IKEA and BT are embedding contact centre insights across their operations - Why Contact Centres Matter: Stephen Yap on the critical role of contact centres in brand perception Make your contact centre the beating heart of your organisation — learn how to capture and utilise the value of customer attention. Don't forget to visit Odigo on stand nr. 1 🏁 📅 2nd October 2024 | 09:00 - 18:00 📍 QEII Centre, SW1P 3EE, Westminster, London 🎟️ FREE for CCMA members—find out more and register now! 👉 https://lnkd.in/e7f8Nb3b #ContactCentre #CustomerExperience #AttentionEconomy #TechConference #CCMA #OdigoUK

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Make a Deal with Your BDR Why settle for just "leads" when you can create a partnership? Here’s the deal: BDRs and Account Managers (AMs) are perfectly positioned to supercharge each other’s success—but only if they work as a team. What BDRs can do for AMs: - Deliver not just more leads, but better leads. - Take on deeper qualification, company analysis, or call follow-ups. - Prep tailored recaps so AMs hit the ground running. What AMs can do for BDRs: - Share real-world sales tactics that textbooks won’t teach. - Offer mentorship that accelerates their growth into future sales roles. - Involve BDRs for more professional tasks (so they’re not just “first-touch machines”) When BDRs get sharper, AMs win. When AMs win, BDRs feel the impact. It’s a virtuous cycle—and it works. Stop thinking of BDRs as support staff. Think of them as your partners. Maximize their potential, and watch yours grow. What did I miss? #SalesEnablement #SalesManagement #SalesGrowth

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In 🎧contact centres, employee satisfaction is intrinsically linked to customer satisfaction. Brands that get this are investing in tools that empower their workforce by providing more positive, seamless employee experiences. Happy employees, creates happy customers. Voice analytics tools can monitor customer interactions and provide tailored training advice to customer agents, helping to improve customer experiences whilst boosting agent performance, and lowering turnover rates. Another frequent issue for contact centre staff is dealing with difficult calls where a customer may be in distress or become aggressive towards an agent. Imagine being capable of detecting - in real-time - when a customer or staff member is distressed in order to provide appropriate support where needed in the moment. We help organisations enable those possibilities with our Intelligent Voice Platform (and much more!). 💪 #IntelligentVoicePlatform #VoiceOrchestration #CustomerExperience

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💡 Automation is more than a buzzword - it’s a game-changer for contact centres! From boosting efficiency to delivering personalised customer experiences, automation can unlock incredible opportunities for businesses. Imagine intelligent call routing, proactive support through predictive analytics, and AI-powered self-service - all tailored to your needs. 🚀 Discover how CloudInteract helps you harness the power of automation to drive measurable business gains. Let’s make customer connections smarter and better. 🤝 👉 Read the blog and take the first step toward transformation. https://lnkd.in/eju9Unng

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Concerned about bad customer ratings due to service gaps at your call centres? Mira identifies and fills service gaps, retaining customers and building loyalty by offering 24/7 coverage to your businesses. #CustomerRetention #ServiceGaps #BuildLoyalty

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🔍 Running a contact centre isn't a walk in the park! From long wait times to skyrocketing operational costs, contact centres face challenges every day. But don't worry—we've got solutions. 💡 🚀 Discover the 8 biggest challenges contact centres face and how automation can turn them into opportunities. 👉 Read the blog here: https://shorturl.at/WRwpE #ContactCentre #CustomerSupport #AutomationSolutions #CX

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What are the major issues you face when buying data or making payments on a bills payment platform? -Slow networks -Service networks are not available -High tariffs -Zero customer support At Broadshift Technologies, we are revolutionising the payment system so that you can enjoy seamless, safe, and efficient transactions. Know that your personal information is safe when you pay with us. When you pay with VTpass, you get: -Safe transactions -24/7 Customer Support -All data service providers -Cable network services

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⭐ Do you collect CSAT Scores? Why not prioritise the low ones. ⭐ Customer Satisfaction (CSAT) scores are widely used in contact centres to gauge how customers feel about the service, products, or support they've received. But here’s the big question: what do you actually do with those scores❓ While many businesses aim to increase their CSAT, a powerful strategy lies in focusing on prioritising the lower scores. ⬇️ For instance, if a customer rates their experience below 4, why not prioritise their next interaction? Assign these customers to your more experienced agents or ensure their interaction gets a quicker response. ⬆️ This simple yet effective approach can turn a dissatisfied customer into a loyal advocate by always providing them a better experience than they had on their last interaction. ✅ If your CSAT data is well-organised and accessible, you can apply this strategy across all channels—whether it's phone, email, chat, or social media. This ensures your customers are cared for, no matter where or how they reach out. 📱 By prioritising these low CSAT, CX teams can create a proactive, customer-first approach. How does your organisation use CSAT data to improve the customer experience?

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Mobile technology has become indispensable to businesses. Helping your team stay on top of customer calls and keeping workflows moving while they’re out of the office.  It enables flexible working, giving way to a better work-life balance. To realise the full benefits of mobile working, choosing the right mobile provider is critical. After all, not all mobile services were made equal. The wrong choice could prove disastrous for your business, while the right one could improve productivity, efficiency, and overall business success. Call today for the best deals. https://oal.lu/OXaEJ

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💼 In the Face of Rising Costs, Smart Investments Make the Difference 📈 With inflation squeezing budgets, call centres need to find higher ROI on every investment. Customer expectations are soaring, and 50% of customers still prefer phone communication. Are your call centre investments meeting these demands? One often overlooked tool: AI-powered noise cancellation. By ensuring crystal-clear conversations, these tools can transform your customer service and boost your bottom line. Imagine reducing call times, cutting headset costs, and eliminating expensive soundproofing—all while improving both customer and agent satisfaction. Discover how AI noise cancellation is a game-changer for ROI and why it’s a smart investment for your call centre. Dive into the below article to see the real numbers behind these benefits: https://lnkd.in/e_iGtahR #CallCentre #AI #cx #ax #ROI #NoiseCancellation #CustomerExperience #EmployeeWellbeing

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Branded calls can increase call answering by up to 80%! In a world where 94% of unrecognised calls go unanswered this can be a game changer for businesses relying on their reputation to cut through to customers. Find out how Firstcom Europe's innovation is reducing hidden costs and dramatically improving efficiencies. https://lnkd.in/eU_3A5zN #brandedcalls #callcentres #callerID #reputationmanagement #responserates

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Contact centres are evolving rapidly with advancements in technology, and staying ahead of these trends is crucial for success. From AI-powered chatbots to omnichannel integration, the future of contact centres is all about seamless, personalised customer experiences. Also, the rise of remote and hybrid teams is changing the way contact centres operate, offering greater flexibility while maintaining efficiency. At ICSRM, our Contact Centre Certification prepares you for the future of customer service. Now is the time to future-proof your contact centre career. #ContactCentres #FutureOfWork #CustomerExperience #ICSRM

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Generative AI, augmented reality, ‘super agents’…The future of contact centres is here, but are we ready? 👨🏻‍💻 You’d think by now, most businesses would have made their contact centre a priority, already moving towards Contact Centre as a Service (CCaaS). But many still rely on legacy contact centres running on traditional PBX systems. So before talking about all the cool new stuff CCaaS can do, let’s go back to the foundational things businesses should focus on before they can even think about next-gen technology. While you can get overwhelmed with the number of new CCaaS features rolling out every week, it’s hard to know what you should prioritise. Daniel McMullen, Technical Consultant and Contact Centre Specialist at CloudClevr says you need to prioritise 4 things first. ✅ Get your omnichannel basics right – Let’s not confuse ‘multi-channel’ with ‘omnichannel’ 👁 Give agents a 360-degree view of the customer  ⚙ Use intelligent automation and self-service options effectively  🚀 Develop a technology roadmap And how to get started on each of these? Read more in this article: https://lnkd.in/g7T4sKHb #contactcentre #CCaaS #futureofcontactcentres

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Say goodbye to manual tracking and hello to efficiency. Below, my colleague Trevor Rogerson dives into how automated notifications and alerts can revolutionise your sales process. Alerts from your CRM help to keep you ahead of the game by notifying sales reps immediately when leads convert or new opportunities arise, ensuring that no lead is left behind, and making your sales operations smoother and more effective. #CRM #CRMSolutions #SugarCRM

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📱Are you overpaying for your business mobile contract? On average, 82% of businesses can save 26% on their mobile contracts. At Range Comms, we don’t just compare networks; we get to know what's important to you before crafting a tailored solution that offers the best value.💚 With a plethora of tariffs and networks to choose from, finding the right mobile solution can be overwhelming. That's where we come in.🥳 We'll guide you through the options and tailor a package to suit your company's needs and budget.🤯 💼 We're not just about selling; we're about finding the right solution for YOU. 🎉Say goodbye to call queues and computer-generated deals. At Range Comms, you'll speak directly to a team member who wants to guide you to the perfect solution.🎉 Contact us today and experience the Range Comms difference! 💚 [email protected] 💚 0115 871 8654 💚 DM us today! #BusinessMobiles #TailoredSolutions #TimeSavingExperts

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