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.net