Sharing Customer Contact Best Practice

Last week some of the team at Douglas Jackson were at the Professional Planning Forum’s Best Practice Seminar, which, this year was held at ‘The Theatre of Dreams’; Manchester United’s football ground Old Trafford.

The venue was excellent and offered a great backdrop for the event, although it clearly pained some of the other football club supporters; we spoke with a ‘Gunner’ and a ‘Black Cats’ fan, as well as supporters from LUFC, AVFC and LVFC, all of who seemed to be feeling the effects of being behind enemy lines!

Sporting allegiances aside and back to the seminar, the planning forum’s events just seem to get bigger and better each and every year and this seemed the biggest yet outside of the annual conference.  Once again this event allowed us an opportunity to catch up with many of our trusted connections, whilst meeting and networking with new contacts through the round table and workshop debates:

Here are the thoughts and the comments of two of the Douglas Jackson consultants who attended last weeks’ seminar:

Lorraine Dufty: ‘There was a really good turnout at the Professional Planning Seminar, I really enjoyed the ‘Speech Analytics’ session which I found to be very informative.  It became very apparent how useful relevant, key data is, as our table debated the issues surrounding up-selling and cross-selling and what problems we struggled with in terms of finding data quickly and efficiently, that would ensure the company were represented correctly, and across all perspectives, e.g.; better service or staff productivity, or even simply selling the right products based on the customer conversations and needs.  We all agreed that data provided by speech analytics could also highlight potential training areas across our business or team, as well as providing invaluable customer insight.  All in all it became apparent that speech analytics can help companies move the business forward, give better feedback and training to their staff , to identify and analyse root causes and to achieve our goals.  Speech analytics done well, can provide the tools to enhance productivity across sales and service by understanding the fundamentals of what is needed to benefit both the business, employees and the customer.’

Hannah-Louise Cox: ‘ I was astounded by the turnout at the National Best Practise Seminar – as there were over 250 delegates in total.  The Planning session that I attended in the afternoon, highlighted the importance of Resource Planning professionals and the challenges in obtaining not only a strong technical skill set but well-honed communication skills, with a sound commercial focus as well.   It was great to meet with so many people who are clearly very passionate about our industry. I also found the Outbound session extremely interesting, Ofcom were also present and on hand to offer advice, assurance and support with regards to legislation.  Overall, it was really interesting to hear a variety of views and current procedures surrounding customer contact, hours, voice recording, employee engagement, clear desk policy, and many other subjects. The day was really beneficial for me and I look forward to the next event. ‘

It was great to meet with so many of you again and we look forward to seeing you at an event soon.

Were you at the Best Practice Seminar last week, or have you attended an industry event recently that you would like to share, maybe you were at the CCA Global event or similar? Please do get in touch and let us know.

You can call us on 0845 620 9720, email, mail@douglas-jackson.com and web: www.douglas-jackson.com