AI Would Agree - March Newsletter
Paul Banks
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March Newsletter - Start with a Bang!
Before I delve into what's happened in February and what you can expect from March, I'd like to take a moment to thank you all.
When I decided to start the show, I had no idea the impact it would have.
Here I stand, 16 shows later, with a regular audience, average views of each episode over 300, and with just under 2,000 subscribers after my first ever newsletter.
I've had so many positive comments and messages since starting the show, so this is a genuinely humble thank you for following our progress.
I hope we continue to deliver more great insights and views that shape your work and personal life.
What happened in February?
Hybrid Working ?- with Jimmy Hosang ?(TMAC CEO) and?Simon Norie ?(Co Founder of?Custerian )
We dug straight into the fact that it's past time for businesses to officially 'adopt' a new style of working.
When we no longer call this 'remote working' or 'hybrid working', then we can begin to say we've cracked it!
Simon has been delivering 'hybrid working' and 'remote working' policies and strategies for years, alongside his partner at Custerian, Nicola - for big businesses. Simon points out during the show that many businesses still don't have a formal policy in place, and as Jimmy points out, many businesses are 'sleepwalking' into a new style of working which won't help them in the long run.
Do employees always know what's best for them? Jimmy also discusses the idea that some employees 'think' they know what they want, but what they want isn't always the same as what's best - either for them or the business.
Creating Champions ?- with Dave Plunkett from Collaboration Junkie
Dave is an expert at helping businesses create rapid and large scale referral programs from partners, introducers, and former customers... he's honed his skills over many years of scaling partnership strategies, by leveraging the brand identity to create value for everyone.
What's this got to do with Customer Champions?
Everything.
Listen, as Dave spills the beans on how you can translate what he does for business, and use it to revolutionise how you think about your customers and partners, no matter the industry.
We all know that a highly engaged customer is worth far more than a customer how is simply 'satisfied' with their service.. right?
Again, leaning on cross-industry skills transfer, we hope to open your eyes to some interesting actions and view points.
Retail Revitalised ?- with William Carson ?from Ascensos
This was an amazing conversation between two self-confessed 'retail geeks'.
William has some great extremes to deliver in this chat, from DAT players and 12" vinyl, to Augmented reality shopping, and the Metaverse.
I dived into what drove William to BPO and retail in particular, and found out about his passions for NFT and blockchain along the way.
Some amazing insights into how customer service, customer experience, and retail are going to become more heavily fused together over the coming years.
So what's next?
Passionate about People with Chris Russell - Thu, Mar 3, 2022, 3:00 PM - 3:30 PM
Are you passionate about your people?
Most would agree, both retail and contact centres are essentially a people business.
We can apply ALL the technology we want (and often do), but underneath it all, if it doesn't make life easier, better, simpler, or more empowering for those at the front line... it just won't stick.
Join me as I speak to Chris Russell, from Bought By Many , as he discusses his passion for sales coaching, and performance feedback.
Chris is an expert in the field of development, and has a proven track record in both B2B and B2C. But how does he deliver that knowledge and experience to the teams that he works with? What can we learn from his approach in a wider context?
Please join us live if you can, and add your questions in the comments to the event, in our live Q&A session
Distributed Working with Steve McCann ?- Thu, Mar 10, 2022, 3:00 PM - 3:30 PM
What is a 'Hybrid Gathering'?
What is a 'Distributed Workforce'?
A very special guest, this week Steve McCann - Founder at Rees McCann Limited and Senior Consultant at Impact Basis - and distributed working guru!
Steve initially met with me via Lunchclub networking, and his passion for enabling distributed working, delivering advice, training and projects for businesses who want to enable their global and widely-flung employees.
Who better to discuss the impacts of some of the initiatives, we all now face in our daily lives, as workers awaken to the possibility of not just hybrid working, but getting out of the 'box' we all define as 'working patterns', and throwing it away altogether.
Steve also has a deep rooted interest in the behavioural and psychological science behind our reactions to this form of working, as well as knowing the dangers and how to mitigate many of them.
领英推荐
Use the Force with Rob Dwyer - Thu, Mar 17, 2022, 4:00 PM - 4:30 PM
NB - Slightly later than normal start time!
There is no try.
There is only do, or do not do.
It's about to get a bit nerdy, as I welcome Happitu 's Rob Dwyer to the show!
Rob's a major Star Wars and Lego fan, in addition to his huge passion for coaching and developing teams.
As a Global SME for multiple leadership and coaching initiatives with Convergys, he supported members of leadership teams in the United States, Latin America, Europe, and the Philippines. He also led initiatives to migrate in-person leadership and coaching workshops to a combination of virtual and web-based training to support the global enterprise.
As the Director of Staff Development for Customer Direct, a contact center BPO serving multiple verticals, he built a training department from ideation to implementation. In 2018, Rob led the initiative to migrate all new-hire training to a more practical virtual environment.
Today, Rob leads client engagement at Happitu – a robust agent-enablement and CX analysis platform. He is also the host of Next in Queue , a podcast about people in the Contact Center and CX industries.
Absolutely Fabulous with Garry Gormely - Thu, Mar 24, 2022, 3:00 PM - 3:30 PM
Yes, that's right... we're bringing AbFab back again!
Join us as we welcome FAB outsource solutions ' very own Garry Gormely to the show - Garry is a fantastic personality, and well known in the Contact Centre networking scene.
With years of experience working as a consultant in the sector, Garry joins me to explain why he felt the time is right to begin his own outsourcing business, and what he believes is necessary to differentiate and stand out in a rapidly growing, and yet crowded space.
If you've not met Garry yet, this one is for you - he's an engaging character who brings with him lots of realism alongside his infectious and positive personality.
This will be a great show, I've no doubt!
... And ALSO
'Outbound Reinvented'!
Our round-table series, reinventing the state of Outbound communication kicked off in February, with our first event, focused on Sales.
Other than LinkedIn kindly not sending the link on to people, it was a massive success with a great interactive live audience for a healthy debate between Jimmy , Gary and Marianne , hosted by me!
Some great conversation around training versus education, data and dialler strategies, vulnerable customers AND vulnerable agents, and much, much more.
If you'd like to be part of the coming 3 episodes that round this series off, the links to register are below. You MUST register to get an invite for the event!
Event 2 - Outbound Service (Tue, Mar 8, 2022, 3:00 PM - 4:00 PM):
Event 3 - Retention and Resolutions (Tue, Mar 22, 2022, 3:00 PM - 4:00 PM):
Event 4 - Collections and Recoveries (Tue, Apr 5, 2022, 4:00 PM - 5:00 PM) :
LASTLY!
Last week, we launched 'Throwing Shade' - a new podcast by Jimmy Hosang, The Modular Analytics Company's CEO - and co-hosted by yours truly.
It's a little bit different from your usual podcast, in that Jimmy crosses both contact centre/Data/AI/CX relevant topics, but also delves into current affairs for the latter part of the show, and gives his own unique opinion and spin on relevant events.
If you'd like to catch the episode, you can probably find it on whatever streaming platform you consume your podcasts from, but feel free to check it out HERE.
If you'd like to find out more about TMAC, you can visit our website at www.tmac.ai , or feel free to reach out to me directly - either via LinkedIn or at [email protected].
If you want to see more of our posts, you can follow:
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Paul