Have you told the call centre
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I was recently asked to be a backup speaker at the Client Experience Management conference in August. I didn’t get a chance to speak, but I did get a bottle of wine from the experience. I didn’t want my content to go to waste. My topic was called “Have you told the call centre?” and it was a challenge to current thinking about partnering with call centres within the organisation.
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More from Neil Withers
Leveraging customer service to build brand equity
This document contains survey results from Neil Withers regarding branding, customer service, and marketing. It includes data on customer loyalty, recommendations, and perceptions of customer service and marketing in South Africa. The document contains mainly charts and tables with percentages.
A re yeng Research Design
Here is a presentation that my group did for a Research Design project at Vega.
The topic was researching A Re Yeng and finding a niche to research. We looked at perceptions of public transport.
Sharing session on new technologies
The document discusses emerging technologies like streaming, wearables, and second screens that will impact how content is consumed in the future. It notes that Netflix will begin streaming in South Africa by 2017. It also discusses Apple's first wearable device, the Apple Watch, which ships in April starting at $349, and how developers are building apps for it. Finally, it questions how companies can service users across many different devices and platforms.
Sharing session on new technologies
Streaming services are becoming more popular as ways to consume content in the future. Wearable devices like smartwatches are growing in popularity and developers are building apps for these platforms. As second screen devices like smartphones and tablets provide enhanced viewing experiences alongside televisions, content providers will need to service users across more devices and platforms to remain competitive in an increasingly fragmented media landscape.
Organ Donor Foundation presentation for Vega Honours Class
Here is a Brand Contact audit presentation that I did within a group as part of my Vega Honours class.
Vega Brand Challenge 2014
Here is the presentation that we did for Amplify Africa for the Vega Brand Challenge at the end of 2014.
More from Neil Withers (6)
Organ Donor Foundation presentation for Vega Honours Class
Organ Donor Foundation presentation for Vega Honours Class
Recently uploaded
XP 2024 presentation: A New Look to Leadership
Presentation slides from XP2024 conference, Bolzano IT. The slides describe a new view to leadership and combines it with anthro-complexity (aka cynefin).
Tom tresser burning issue.pptx My Burning issue
Addressing the status of black home ownership in America. and what actions are taken to impact these trends.
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
This is a workshop about communication and collaboration. We will experience how we can analyze the reasons for resistance to change (exercise 1) and practice how to improve our conversation style and be more in control and effective in the way we communicate (exercise 2).
This session will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
Abstract:
Let’s talk about powerful conversations! We all know how to lead a constructive conversation, right? Then why is it so difficult to have those conversations with people at work, especially those in powerful positions that show resistance to change?
Learning to control and direct conversations takes understanding and practice.
We can combine our innate empathy with our analytical skills to gain a deeper understanding of complex situations at work. Join this session to learn how to prepare for difficult conversations and how to improve our agile conversations in order to be more influential without power. We will use Dave Gray’s Empathy Mapping, Argyris’ Ladder of Inference and The Four Rs from Agile Conversations (Squirrel and Fredrick).
In the session you will experience how preparing and reflecting on your conversation can help you be more influential at work. You will learn how to communicate more effectively with the people needed to achieve positive change. You will leave with a self-revised version of a difficult conversation and a practical model to use when you get back to work.
Come learn more on how to become a real influencer!
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussionOECD Directorate for Financial and Enterprise Affairs
This presentation by Nathaniel Lane, Associate Professor in Economics at Oxford University, was made during the discussion “Pro-competitive Industrial Policy” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/pcip.
This presentation was uploaded with the author’s consent.
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Dutch Power Event
“AI – Navigeren naar de toekomst?”
Op 28 mei 2024 bij Info Support.
Artificial Intelligence, Data and Competition – OECD – June 2024 OECD discussion
Artificial Intelligence, Data and Competition – OECD – June 2024 OECD discussionOECD Directorate for Financial and Enterprise Affairs
This presentation by OECD, OECD Secretariat, was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Dutch Power Event
“AI – Navigeren naar de toekomst?”
Op 28 mei 2024 bij Info Support.
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
• For a full set of 760+ questions. Go to
https://skillcertpro.com/product/databricks-certified-data-engineer-associate-exam-questions/
• SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
• It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
• SkillCertPro updates exam questions every 2 weeks.
• You will get life time access and life time free updates
• SkillCertPro assures 100% pass guarantee in first attempt.
Artificial Intelligence, Data and Competition – ČORBA – June 2024 OECD discus...
Artificial Intelligence, Data and Competition – ČORBA – June 2024 OECD discus...OECD Directorate for Financial and Enterprise Affairs
This presentation by Juraj Čorba, Chair of OECD Working Party on Artificial Intelligence Governance (AIGO), was made during the discussion “Artificial Intelligence, Data and Competition” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/aicomp.
This presentation was uploaded with the author’s consent.
Carrer goals.pptx and their importance in real life
Career goals serve as a roadmap for individuals, guiding them toward achieving long-term professional aspirations and personal fulfillment. Establishing clear career goals enables professionals to focus their efforts on developing specific skills, gaining relevant experience, and making strategic decisions that align with their desired career trajectory. By setting both short-term and long-term objectives, individuals can systematically track their progress, make necessary adjustments, and stay motivated. Short-term goals often include acquiring new qualifications, mastering particular competencies, or securing a specific role, while long-term goals might encompass reaching executive positions, becoming industry experts, or launching entrepreneurial ventures.
Moreover, having well-defined career goals fosters a sense of purpose and direction, enhancing job satisfaction and overall productivity. It encourages continuous learning and adaptation, as professionals remain attuned to industry trends and evolving job market demands. Career goals also facilitate better time management and resource allocation, as individuals prioritize tasks and opportunities that advance their professional growth. In addition, articulating career goals can aid in networking and mentorship, as it allows individuals to communicate their aspirations clearly to potential mentors, colleagues, and employers, thereby opening doors to valuable guidance and support. Ultimately, career goals are integral to personal and professional development, driving individuals toward sustained success and fulfillment in their chosen fields.
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...OECD Directorate for Financial and Enterprise Affairs
This presentation by OECD, OECD Secretariat, was made during the discussion “Competition and Regulation in Professions and Occupations” held at the 77th meeting of the OECD Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found at oe.cd/crps.
This presentation was uploaded with the author’s consent.
Updated diagnosis. Cause and treatment of hypothyroidism
Types, classification, causes, diagnosis and treatment of hypothyroidism
2024-05-30_meetup_devops_aix-marseille.pdf
Slides de notre meetup DevOps AixMarseille du 30 mai 2024 chez SmarTribune
Sujets: platform engineering / terragrunt / test containers
Competition and Regulation in Professions and Occupations – ROBSON – June 202...
Competition and Regulation in Professions and Occupations – ROBSON – June 202...OECD Directorate for Financial and Enterprise Affairs
This presentation by Professor Alex Robson, Deputy Chair of Australia’s Productivity Commission, was made during the discussion “Competition and Regulation in Professions and Occupations” held at the 77th meeting of the OECD Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found at oe.cd/crps.
This presentation was uploaded with the author’s consent.Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Insight: In a landscape where traditional narrative structures are giving way to fragmented and non-linear forms of storytelling, there lies immense potential for creativity and exploration.
'Collapsing Narratives: Exploring Non-Linearity' is a micro report from Rosie Wells.
Rosie Wells is an Arts & Cultural Strategist uniquely positioned at the intersection of grassroots and mainstream storytelling.
Their work is focused on developing meaningful and lasting connections that can drive social change.
Please download this presentation to enjoy the hyperlinks!
原版制作贝德福特大学毕业证（bedfordhire毕业证）硕士文凭原版一模一样
原版一模一样【微信：741003700 】【贝德福特大学毕业证（bedfordhire毕业证）硕士文凭】【微信：741003700 】学位证，留信认证（真实可查，永久存档）offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原海外各大学 Bachelor Diploma degree, Master Degree Diploma
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
ASONAM2023_presection_slide_track-recommendation.pdf
Presented at the 2023 IEEE/ACM International Conference on
Advances in Social Networks Analysis and Mining.
Pro-competitive Industrial Policy – OECD – June 2024 OECD discussion
Pro-competitive Industrial Policy – OECD – June 2024 OECD discussionOECD Directorate for Financial and Enterprise Affairs
This presentation by OECD, OECD Secretariat, was made during the discussion “Pro-competitive Industrial Policy” held at the 143rd meeting of the OECD Competition Committee on 12 June 2024. More papers and presentations on the topic can be found at oe.cd/pcip.
This presentation was uploaded with the author’s consent.
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Recently uploaded (20)
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Suzanne Lagerweij - Influence Without Power - Why Empathy is Your Best Friend...
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Pro-competitive Industrial Policy – LANE – June 2024 OECD discussion
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Presentatie 4. Jochen Cremer - TU Delft 28 mei 2024
Artificial Intelligence, Data and Competition – OECD – June 2024 OECD discussion
Artificial Intelligence, Data and Competition – OECD – June 2024 OECD discussion
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Presentatie 8. Joost van der Linde & Daniel Anderton - Eliq 28 mei 2024
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
Mastering the Concepts Tested in the Databricks Certified Data Engineer Assoc...
Artificial Intelligence, Data and Competition – ČORBA – June 2024 OECD discus...
Artificial Intelligence, Data and Competition – ČORBA – June 2024 OECD discus...
Carrer goals.pptx and their importance in real life
Carrer goals.pptx and their importance in real life
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Competition and Regulation in Professions and Occupations – OECD – June 2024 ...
Updated diagnosis. Cause and treatment of hypothyroidism
Updated diagnosis. Cause and treatment of hypothyroidism
Competition and Regulation in Professions and Occupations – ROBSON – June 202...
Competition and Regulation in Professions and Occupations – ROBSON – June 202...
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
Collapsing Narratives: Exploring Non-Linearity • a micro report by Rosie Wells
ASONAM2023_presection_slide_track-recommendation.pdf
ASONAM2023_presection_slide_track-recommendation.pdf
Pro-competitive Industrial Policy – OECD – June 2024 OECD discussion
Pro-competitive Industrial Policy – OECD – June 2024 OECD discussion
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Mẫu PPT kế hoạch làm việc sáng tạo cho nửa cuối năm PowerPoint
Have you told the call centre
- 1. HAVE YOU TOLD THE CALL CENTRE? @neilianwithers
- 2. *DISCLAIMER CHEESY STOCK PHOTOS AHEAD
- 3. BRIEF INTO AN AGENCY BRAINSTORM IDEAS BACK & FORTH PLAN INTERNALLY TELL CALL CENTRE THE CREATIVE PROCESS GO TO CLIENTS
- 4. • *disclaimer THERE’S A MYSTICAL PLACE KNOW AS THE CALL/CONTACT CENTRE DON’T BE AFRAID TO GO THERE
- 5. WHAT’S A CALL CENTRE LIKE?
- 6. PICK UP THE PHONE FOR EIGHT HOURS A DAY REGIMENTED BREAKS AND PERFORMANCE USUALLY UNDERPAID GET KAKKED OUT CONSTANTLY AWARE OF PRODUCT/SERVICE ISSUES SITTING ON CLIENT FEEDBACK MADE AWARE OF CHANGES WHEN THEY GO LIVE
- 7. PARTNERING WITH YOUR CONTACT CENTRE CAN IMPROVE CLIENT EXPERIENCE HELP VALIDATE DECISIONS AGENTS FOR CHANGE
- 8. CLIENT EXPERIENCE AGENT HAPPINESS LEVELS OF CLIENT EXPERIENCE CAN BE TRACKED AGAINST AGENT HAPPINESS. SO KEEP YOUR AGENTS HAPPY TO KEEP YOUR CLIENTS HAPPY.
- 9. HOW DO WE KEEP OUR AGENTS ENGAGED, HUNGRY & FOSTER A CULTURE OF IMPROVEMENT?
- 10. BE CLEAR & CONCISE ON WHAT YOU DO & CAN OFFER
- 11. WHEN TO ENGAGE WITH THE CALL CENTRE?
- 12. PLANNING STAGE
- 13. ASK HER ASK THE PERSON ANSWERING THE PHONE, NOT THE MANAGEMENT RESPONSIBLE FOR MAKING SURE SHE PERFORMS
- 14. WHEN AGENTS HELP CREATE THE LOOP THEY ARE ENGAGED EMPOWERED ADVOCATE
- 15. WHEN THEY GET HELP SCOPE THE MESSAGE THEY CAN AMPLIFY IT THROUGH REAL CONVERSATION
- 16. ALL THIS IMPROVES CLIENT EXPERIENCE
- 17. MAKE SURE YOU HAVE DATA TO VALIDATE DECISIONS BEFORE YOU START
- 18. AS WE FEED INTO THE REST OF THE BUSINESS, WE FEED THE ADVOCACY BEHAVIOUR
- 19. • SPEND TIME IN THE CALL CENTRES. • PARTNER WITH THEM EARLY • CHANGE THE FEEL OF YOUR BRAND