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Keith Gait에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Keith Gait 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
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The Art of Transitioning to Outsourced Contact Centres with Ray Biggs: Navigating Challenges and Embracing Change in Customer Service

26:43
 
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Manage episode 400062806 series 2977146
Keith Gait에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Keith Gait 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

Discover the intricate dance of transitioning from an in-house contact centre to the vibrant ecosystem of outsourced contact centres with Ray Biggs, the savvy COO of Ventrica.
Ray's journey uncovers the pace and challenges of adjusting to a BPO environment, where the demands of diverse clients must be juggled with precision. Our conversation traverses the landscape of operational duties and strategic insights, highlighting Ray's adaptability and the essential prioritization skills his team employs to satisfy both floor agents and clients. The excitement of such a dynamic setting is palpable as we explore the thrill that comes with each new day in the outsourcing world.
Tap into the gold mine of customer insights hidden within every service interaction as we discuss how outsourced providers like Ventrica harness these details to refine business strategies. The episode shines a light on the transformative power of consistent training, focusing on emotional CX to elevate service experiences.
We share stories that celebrate the positive impact of employee experience and engagement on performance and job satisfaction. This chapter is an ode to the rewards of embracing change, the collective wisdom of a dedicated team, and the customer-first philosophy that drives outstanding service.
Lastly, we veer into the personal realm, where Ray and I unpack the challenges of leadership transitions and offer pearls of wisdom for navigating the complexities of outsourcing in the customer service industry.
We underscore the necessity for resilience, a clear purpose, and the thoughtful pursuit of seamless client-provider partnerships. To close, we revel in the simple pleasures—Ray's enjoyment of live music and his anticipation of upcoming gigs, as well as the tranquillity found in a glass of wine—reminding us all to find moments of joy amidst our demanding careers.
Join us for this enlightening exploration across the professional and personal spheres of a customer experience leader.

  continue reading

53 에피소드

Artwork
icon공유
 
Manage episode 400062806 series 2977146
Keith Gait에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Keith Gait 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.

Discover the intricate dance of transitioning from an in-house contact centre to the vibrant ecosystem of outsourced contact centres with Ray Biggs, the savvy COO of Ventrica.
Ray's journey uncovers the pace and challenges of adjusting to a BPO environment, where the demands of diverse clients must be juggled with precision. Our conversation traverses the landscape of operational duties and strategic insights, highlighting Ray's adaptability and the essential prioritization skills his team employs to satisfy both floor agents and clients. The excitement of such a dynamic setting is palpable as we explore the thrill that comes with each new day in the outsourcing world.
Tap into the gold mine of customer insights hidden within every service interaction as we discuss how outsourced providers like Ventrica harness these details to refine business strategies. The episode shines a light on the transformative power of consistent training, focusing on emotional CX to elevate service experiences.
We share stories that celebrate the positive impact of employee experience and engagement on performance and job satisfaction. This chapter is an ode to the rewards of embracing change, the collective wisdom of a dedicated team, and the customer-first philosophy that drives outstanding service.
Lastly, we veer into the personal realm, where Ray and I unpack the challenges of leadership transitions and offer pearls of wisdom for navigating the complexities of outsourcing in the customer service industry.
We underscore the necessity for resilience, a clear purpose, and the thoughtful pursuit of seamless client-provider partnerships. To close, we revel in the simple pleasures—Ray's enjoyment of live music and his anticipation of upcoming gigs, as well as the tranquillity found in a glass of wine—reminding us all to find moments of joy amidst our demanding careers.
Join us for this enlightening exploration across the professional and personal spheres of a customer experience leader.

  continue reading

53 에피소드

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