It didnโt all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a โnice to haveโ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers
Manage episode 390784667 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."
๐ Key Highlights:
๐ฎ๐ฌ๐ฎ๐ฐ/๐ฎ๐ฌ๐ฎ๐ฑ ๐ข๐๐๐น๐ผ๐ผ๐ธ:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!
๐ง๐ฒ๐ฐ๐ต๐ป๐ผ๐น๐ผ๐ด๐ & ๐ฅ๐ข๐:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.
๐ข๐ป๐๐ต๐ผ๐ฟ๐ฒ/๐ก๐ฒ๐ฎ๐ฟ๐๐ต๐ผ๐ฟ๐ถ๐ป๐ด ๐ช๐ฎ๐๐ฒ:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.
๐๐๐ถ๐น๐ฑ ๐ผ๐ฟ ๐๐๐ ๐๐ซ ๐ง๐ฒ๐ฐ๐ต:
The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.
๐๐ต๐ฎ๐บ๐ฝ๐ถ๐ผ๐ป ๐๐ ๐๐ต๐ฎ๐บ๐ฝ๐ถ๐ผ๐ป ๐๐ฃ๐ข:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.
Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Chapters
1. AI Tools in Call Centers (00:00:00)
2. Analytics and Collaboration in BPO Space (00:10:23)
226 episodes
Share
Manage episode 390784667 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."
๐ Key Highlights:
๐ฎ๐ฌ๐ฎ๐ฐ/๐ฎ๐ฌ๐ฎ๐ฑ ๐ข๐๐๐น๐ผ๐ผ๐ธ:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!
๐ง๐ฒ๐ฐ๐ต๐ป๐ผ๐น๐ผ๐ด๐ & ๐ฅ๐ข๐:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.
๐ข๐ป๐๐ต๐ผ๐ฟ๐ฒ/๐ก๐ฒ๐ฎ๐ฟ๐๐ต๐ผ๐ฟ๐ถ๐ป๐ด ๐ช๐ฎ๐๐ฒ:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.
๐๐๐ถ๐น๐ฑ ๐ผ๐ฟ ๐๐๐ ๐๐ซ ๐ง๐ฒ๐ฐ๐ต:
The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.
๐๐ต๐ฎ๐บ๐ฝ๐ถ๐ผ๐ป ๐๐ ๐๐ต๐ฎ๐บ๐ฝ๐ถ๐ผ๐ป ๐๐ฃ๐ข:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.
Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.
If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!
Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel
Chapters
1. AI Tools in Call Centers (00:00:00)
2. Analytics and Collaboration in BPO Space (00:10:23)
226 episodes
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Similar to Advice from a Call Center Geek!
It didnโt all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a โnice to haveโ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
The traditional enterprise go-to-market motion is undergoing a transformational shift. B2B buyers are more sophisticated than ever, and operational efficiency is a key focus for every organization. One key function possesses a unique opportunity to shape the future of revenue generation: enablement. On this podcast, weโre bringing you the secrets, strategies, and tactics that successful enablement leaders are using to drive meaningful impact. The Enablement Edge is the go-to resource for sal ...
…
continue reading
How do I start an online business? How do I build a brand online? How do I get traffic and attention to my online business? The biggest question is, can I start a business online and replace my current JOB? Welcome to The Rock Your Brand podcast show where we answer ALL of these questions and a ton MORE! Scott Voelker, the host will share with you everything you need to know and help you to build a Future Proof Business that will allow you the ultimate Freedom. Scott shares tips and strategi ...
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
The Village Global podcast takes you inside the world of venture capital and technology, featuring enlightening interviews with entrepreneurs, investors and tech industry leaders. Learn more at www.villageglobal.vc.
…
continue reading
Kipp Bodnar (HubSpotโs CMO) and Kieran Flanagan (Zapierโs CMO), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way youโll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
…
continue reading
The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
Bitcoin pioneer Charlie Shrem peels back the layers on the lives and backgrounds of the world's most impactful innovators. Centering around intimate narratives, Shrem uncovers a detailed, previously unspoken story of the genesis and evolution of bitcoin, cryptocurrency, artificial intelligence, and the web3 movements. Join Shrem as he journeys through the uncharted territories of tech revolutions, revealing the human side of the stories that shaped the digital world we live in today.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants โ The Disney Dilemma โ focuses on Disneyโs ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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continue reading
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