CX Appeal

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.

This episode of CX Appeal welcomes back CTO Richard Billington. In support of National Coding Week, Louise Wright chats to Richard about the digital skills shortage, its impact on UK businesses and how things need to change to plug the gaps. And because we love a good sports analogy, there are some football references in there too… To join the conversation and get involved with National Coding Week go to: codingweek.org. This episode of CX Appeal was recorded on the fly, apologies in advance if the audio clarity isn’t up to our usual standard.

In this episode of CX Appeal, we’re at TechXLR8 for London Tech Week. Recorded live from the event, Louise Wright and Kerry Joicey offer a round-up of the headline speakers. They share their views on why connectivity and integration are critical for avoiding future silos and improving CX. Plus the need for speed when innovating in your business. More information on the event is available at: https://tmt.knect365.com/techxlr8/

What is design thinking and how does it relate to customer experience? Louise Wright chats with Netcall's Justine Siebke to find out. Justine offers a beginners guide on how to apply key principles of service design. Plus how to own your customer journey and the importance of removing the barriers to improving user experience, customer experience, digital experience and more.

In this episode Louise Wright is joined by two guests – Netcall CIO Richard Farrell and CTO Richard Billington. We’ve got some exciting news to talk about, as we’re included in Gartner’s 2018 Enterprise hpaPaaS Magic Quadrant. So what is hpaPaaS? And what does it mean for customer experience? How will it help you differentiate your business and gain that all-important competitive edge? Tune into this episode to find out.

This episode introduces Netcall’s Sales Director Mark Holmes. Mark has worked in the contact centre tech space for over twenty years - so he's seen a lot of change! Mark joins Louise to talk through the most exciting trends to shape the industry during this time. And shares his views on the brands that are getting CX right.

In this episode of CX Appeal we're at the Future of the Contact Centre Conference. Hosted by Engage Business Media in London, this event brings together contact centre leaders, industry experts and tech specialists to discuss the latest CX trends and their impact on the contact centre. Louise Wright is joined by Haydn Dunnant an Account Director at Netcall who has worked in the contact centre tech space for many years. They talk through key focus areas at the event including customer journeys, agent engagement, omnichannel vs. multichannel and growing customer demands.

Welcome to the second episode of CX Appeal. In this episode, Louise Wright is joined by Netcall's Customer Solutions Director Dave Amps. They discuss the differences between multichannel and omnichannel customer service. And why there's so much confusion in the industry about the two terms. If you enjoy the podcast and would like more detail, head over to netcall.com/blog where the debate continues.

Hello and welcome to the very first CX Appeal podcast, brought to you by the team at Netcall. The podcast covers all-things customer experience. From front-line issues like agent engagement, contact centre performance and process improvement, through to digital transformation and business growth. In this episode, Louise Wright talks through three of the most popular tips we spoke to our customers about last year. Watch out for future episodes which will feature guest appearances from industry influencers. And share knowledge from our team, who have worked in the CX and contact centre tech space for many years. About Netcall CX Appeal is a podcast by Netcall Ltd. Using innovative technology, Netcall helps organisations to transform their customer engagement and enable digital transformation faster and more efficiently. For more information head over to netcall.com.