Protecting Customer Experience While Controlling Contact Centre Fraud
This presentation was given to a group of senior contact centre and customer experience professionals as a result of a whitepaper I was asked to research on the growth in customer data fraud and the role that contact centres unwittingly play in aiding fraudsters commit crime.
It's a sobering story that points to a much larger issue we have to get to grips with. How can we ensure customers trust us with what we know about them as we enter the IoT age given the current rate of cyber crime?
The Foundations Of Digital Customer Service
This was a keynote I gave to the Directors Club Live 2016. It's good presentation for creating a team discussion on what's next in your digital service strategy
How to stop firefighting & create breathing space to improve customer service
This is a webinar I designed and presented to the callcentrehelper community on behalf of NewVoiceMedia.
It has plenty of tips for being more effective and less stressed with the daily inflow of challenges - with the ultimate aim of creating time to do the important things that move your customer service agenda forward.
Change or Die: Can you Handle It?
A look at customer experience innovation
Managing Technology Innovation In Contact Centre
A practical guide to being smart around choosing the right technology for your contact centre
10 Predictions for 2016
From omni-channel to agile - these are the key areas that need to be on your contact centre road map for 2016.
The P&Q Challenge
A 2016 review of the last cohort's outputs and successes as they celebrated on their accreditation day.
Why Isn't Your Contact Centre As Amazing As This
The Airbnb version of a call centre!
What's The Best Metric For The Contact Centre?
An exploration of both classic and emerging metrics. From AHT to emotion.
What Getting Closer To Your Customers Really Means
Slides from a webinar Martin ran in 2014
The Scope of Interaction Analytics
An overview of the role and benefits of using Interaction Analytics in customer service operations