Russian strategy in Ukraine under pressure. Longer term impact of military action on economy

Emerging markets will dominate global growth - where 85% of humanity lives. Economy keynote speaker

Trust is the most important thing. Future of logistics and supply chain management - keynote speaker

Future of Sales and Marketing beyond COVID - hybrid event in Vilnius: physical audience of 800 + 300 virtual. Digital marketing, location marketing. How to create MAGIC in new marketing campaigns. Future of Marketing Keynote Speaker

Chances of 2 people in 70 having same birthday? Managing Risk in Banking and Financial Services. Why the greatest risks are combinations of very unlikely events, which happen far more often than you expect. Keynote speaker on risk management

Compliance is Dead. How to build trust. Reputation of banks and financial services. Compliance Risks. Why 100% compliance with regulations, ESG requirements etc is often not enough to prevent reputational damage

Life's too short to do things you don't believe in! Why passionate belief in the true value of what you are selling or doing is the number one key to success. Secret of all leadership and marketing - keynote for 1100 people in Vilnius October 2021

Why you can't innovate on Zoom or Teams meetings - Innovation is almost impossible unless breathing same air, in same room

Why the key to rapid innovation is team diversity - survey global CEOs. Innovation keynote speaker

Future Manufacturing 5.0. Lessons from personal life for all manufacturers. Manufacturing Keynote

Future of Manufacturing: diagnostics; predictive analytics, little data and cybersecurity. Keynote

Manufacturing 5 0: The truth about robots, robotics and automation. Future of Manufacturing Keynote

How to win customers! Better Call-Centres, What is CRM? Customer services keynote speaker

Futurist Keynote Speaker: Posts, Slides, Videos - Future Marketing Keynotes, Mobile,Digital Consumer

Video of keyote for UK retailers.  Almost all multinationals use automated call-centres, whether in-house or outsourced to nations like India.  The economic arguments are usually compelling, but pressing endless choices of buttons is something most customers find annoying.  The fact is that most people phoning customer service departments are already frustrated by an unresolved problem which is why they are calling in the first place.  So how can we bridge the needs of business to provide services and after sales support at low cost, and the needs of customers to have their time respected, and to be treated as human beings?

Caller ID, use of dedicated phone lines for particular types of call and other innovations can dramatically reduce the number of options people have to press.  Every company with an automated system should review every pre-recorded message, and the sequence that customers are forced to go down to get to particular points.  Do we really need so many options?  How can we get people to the person they need to speak to in a more elegant way?

And... can we build a business case for answering every call directly?  Or at least the most important calls?  Or follow-up calls?  How can we reduce the number of times people have to call us - by getting things right in the first place, or by making it easier to do what they need to do online?

Call handling is a complex process, but companies that consistently get it right will gain a significant advantage - from time to answer, friendliness of the agent and so on.

Video covers issues related to: "Future marketing, brands and campaigns. Future trends in the retail industry, presentation for UK clients of Hermes. Targetting customers in a world which is overloaded with marketing messages. What is CRM - customer relationship management. How to run call centres to win sales, improve customer satisfaction and engagement, customer loyalty, retention and reduce numbers of complaints. How many corporations are blind to unmet customer needs, lacking true insight into how customers actually feel about how they are being treated. Most executives hate robot automated answering systems when they are customers themselves, yet are happy to alienate their own customers by forcing them to use exactly the same technologies. Why the tone of voice on the end of the phone is one of your most important brand elements, for companies who never physically meet their customers - or rarely do so."

Related news items:
Newer news items:
Older news items:

Thanks for promoting with Facebook LIKE or Tweet. Really interested to read your views. Post below.

Join the Debate! What are your own views?



Search for your future

Our cookie policy

We use cookies for statistical purposes. To comply with the e-Privacy Directive we need to ask your consent to place these cookies on your computer.

Your use of this site indicates acceptance of these terms. I accept