RO-AR.com : Numbers, Nuances & Observations

The full interview with Kevin Still from Demsa. Here Kevin talks about the impact of the new FCA customer duty consultation and what this going to mean for businesses and customers. The rubber is going to hit the road, with evidencing new behavior and culture going to be critical. 

Kevin also provides his perspectives on Debt Advice and in particular the new ruling on debt packagers too.

More insights and videos at https://www.ro-ar.com

In this full interview with Michael Melachrinidis, Deputy CEO, Product Management and Digital transformation at EXUS, we chatted about how the collections software business has fundamentally changed over the few couple of years resulting from the pandemic, and how this has then evolved since.

There have has been slightly different flavours in different markets, but also a convergence now towards using technology to improve customer experience – it appears a global trend.

Lastly Michael talks about where he thinks we are going and his vision for the future of collections technology

More insights and videos at https://www.ro-ar.com

The full interview with John Willoughby from Elanev. 

In this discussion, John talks about what they have seen in the data regarding the pandemic, and in particular the impact on vulnerability. This has been evolving as our understanding has grown, and new questions are now being asked as to whether we need to think about this differently now… in terms of outcomes and in particular avoiding customer harm.

More insights and videos at https://www.ro-ar.com

In this full interview with Mark Kelly from Key IVR, we talk about digital payments, or mobile payments, and how adoption has been accelerated by COVID. It will continue and there is a place for both fully automated and manual payments methods.

We chat about this, recent trends in fraud and how there are nuances in customer behaviour that are shifting across the world.

More insights and videos at https://www.ro-ar.com

In this full interview Emma Skygebjerg from Puzzel, explains how we have been seeing increasing complexity in types and forms of volumes in the contact centre, and some of the challenges this has been presenting for scheduling and volume forecasting. 

With the pandemic and the rush to digitalisation, this has only been increasing too. We discuss these trends and some of the solutions she has seen across the market.

More insights and videos at https://www.ro-ar.com

The full conversation with Craig Hinchliffe, CEO of the Perch Group, we talk about the impact the COVID pandemic has had on consumers, payments and subsequently some of the challenges there are with debt pricing in the current market. 

Consumer preference and dynamics around contact are changing and this is all flowing through to how they think about process design. 

Back in the office, things are also coming back to life and Craig explains some of the benefits he is seeing with the team too.

More insights and videos at https://www.ro-ar.com

The full interview with Jimmy Hosang from TMAC (The Modular Analytics Company). Here Jimmy talks about the importance of voice communication, in building customer trust, together with some of the analytical approaches that can be overlayed to create even better outcomes. Voice firmed has an important place in the future for contact centres.

More insights and videos at https://www.ro-ar.com

The full conversation with Helen Lord, CEO of the Vulnerability Registration Service (VRS). We discuss some of the recent trends they have seen on vulnerability levels in the UK. The pandemic has had impacts and they are expected to continue, if not increase in the near future. It is equally affecting young and old alike. Helen provides some real insight (and data) on what this looks like across the UK today, together with thoughts on how this may evolve in the future.

More insights and videos at https://www.ro-ar.com

The full interview with Chris McEleavey, a founding partner at Bulien. Here Chris talks about what he has seen in the changing landscape of data, and how now data needs to be seen as not just as driving new business, but increasingly as part of the DNA of any business... and the challenge for businesses now is the sheer volume of data and just what to do with it. Some interesting insights, especially on how the tools and techniques are developing to make this data, and the associated found knowledge now available to all.

More insights and videos at https://www.ro-ar.com

The full conversation with Neil Whitaker, strategic account director at IMIMobile. We have transformed into a multi-communication channel world. With technology platforms expanding all the time, especially during the time of the pandemic, we talk about how this is affecting customers' journeys, the customer experience, and as a business how best to manage all this.

More insights and videos at https://www.ro-ar.com