Netcall's Chief Innovation Officer, Richard Farrell, and Trainer, Jonathan Redsell, interviewed Ross McQueen, Customer Services Manager at Blackburn. They discussed the impacts and adaptations that have been made during and since the pandemic, how and why they have deployed self-service options and chatbots and also answered the question: When is a contact centre agent NOT a contact centre agent?

Unleash the true power of automation - In this podcast, our Product Marketing Manager, Yad Jaura, is joined by our CINO, Richard Farrell, and our CTO, Richard Billington, to discuss what can be achieved when you combine automation with your existing people. Using their expert knowledge of your organisation processes and customer needs to craft the processes and leaving the repetitive work to robots. They are faster and infallible at this type of work, so it is a truly powerful combination.

As we wrote in our recent blog post ‘Five top tips on tech that can help you weather the storm and even thrive’, the world both at home and work, has changed in a very short time.

What’s more, uncertain and unpredictable times are difficult to plan for. In the coming months, you may have varying call volumes and enquiries, with less staff than usual to take care of them.

One technology that’s stood the test of time and continues to help business leaders overcome these challenges, is call back technology. In this episode, we’re joined by Netcall’s CINO Richard Farrell to discuss why it’s still a relevant solution.

And as someone who’s been working in this arena for nearly twenty-five years, Richard shares some invaluable best practice tips and background knowledge on how to use call back tech to its full potential and maximise results.

Useful content discussed in this episode:

[Blog] https://www.netcall.com/blog/agile-methodology-tech-to-weather-the-storm-and-maybe-even-thrive/

[Video] https://www.netcall.com/resources/queuebuster-how-it-works/

[Feature sheet] https://www.netcall.com/resources/feature-sheet-queuebuster/

We’ve just come back from a busy two days at the CX Utilities Forum in London. Louise Wright is joined by Netcall's Natalie Foland to hear all about the event.

With consumer expectations at an all-time high and regulations becoming more stringent, it's an industry that needs to change, fast. We discuss the key themes covered at the event, which includes a roundtable discussion hosted by our very own CTO Richard Farrell.

For more information about the CX Utilities Forum and future events, visit cxnetwork.com. Don’t forget you can also stay up to date with the events we’re going to at netcall.com/event.

Please note that this podcast was recorded across two different locations, so the sound quality isn't up to our usual standard. Thanks for understanding.

What makes a customer LOVE a business rather than like it? In this episode, Louise Wright is joined by Richard Billington and Martin Scovell, both pioneers for Low-code who have seen first-hand how the technology is supporting businesses to offer great CX. They have exciting news to share on the latest release of the Create platform. And also discuss the benefits of greater collaboration for organisations going through change.

For more information about Create and the new Community discussed in this podcast, head over to netcall.com.

As our busy events season ramps up, Louise Wright is joined by Product Marketing guru and Netcall veteran Lynley Meyers. In the world of the NHS, patients are customers. So having recently returned from the ‘Excellence in Healthcare’ event, Lynley talks through her highlights from the conference, including what Eddie Olla had to say on the future of the health service. Plus some compelling examples of how Trusts are innovating to transform the patient experience.

To find and follow keynote speaker Eddie Olla, Regional Director - Patients and Information, NHS England go to https://twitter.com/eddieolla

To watch Sam’s story which is referenced in this podcast go to: https://www.youtube.com/watch?v=3Fd-S66Nqio

Event season is in full swing for the Netcall team as this month sees us out at several locations, covering a range of industries and topics. In this episode Louise Wright is joined by Roger Oldham, founder of The London Market Forums. Fresh from a Breakfast Briefing held for Insurance professionals on the topic of business transformation, Louise and Roger discuss the key highlights from day. The briefing included talks from Professor Roger Maull of Exeter University and Paul Bermingham of Advent Insurance Management. And closed with some lively debate around what the future looks like if the market can overcome the barriers to embracing change and transformation.

For more information about The London Market Forums please visit https://lmforums.com/.

To find out about the events we’re hosting and attending, head over to https://www.netcall.com/event/

With energy regulator Ofgem ordering 11 companies to improve customer service, Louise Wright is joined by Lewis Gallagher to discuss complaints handling and CX. Lewis has worked in the customer experience and contact centre space for over 20 years and shares his views and experiences of helping teams to problem solve. Plus how even the most regulated businesses can still take an innovative approach to complaints handling and the importance of a customer-centric approach to change.

This episode of CX Appeal was recorded on the fly, apologies in advance if the audio clarity isn’t up to our usual standard.

For more information about how Netcall’s consultancy team https://www.netcall.com/consultancy-support.

In this episode of CX Appeal we’re live from the London Market Claims conference hosted by The Insurance Network (TIN). Louise Wright is joined by Paul Bermingham and Parminder Kaur from Advent Insurance Management to discuss their key takeaways from the event and what the future may hold for the London Market in terms of customer experience and the technology behind improving it.

For more information about London Market Claims 2018 go to https://www.the-insurance-network.co.uk/conferences/london-market-claims

To find out more about Advent Insurance Management visit https://www.advent.claims/services

We couldn’t let National Customer Services Week pass us by without a quick chat about it on the podcast. Louise Wright catches up with fellow marketer Kerry Joicey who has been out on the road in the last few weeks. Kerry shares her views on how customer services has evolved and what she learnt at the recent Call Centre & Customer Services Summit (CCS). Plus how we’ve been supporting Nationwide’s journey to transform their CX.

To learn more about National Customer Services Week go to: www.instituteofcustomerservice.com.

More information on the CCS is available at: www.callcentresummit.co.uk.