Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization
Release Date: 05/09/2024
Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics
CX Files
Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida. Callzilla is a CX specialist based in the US, but also with delivery centers in Colombia and South Africa. Peter Ryan called Neal for a conversation about corporate culture - in particular culture inside the BPO environment. Neal recently posted on LinkedIn that a prospective client was impressed with the Callzilla technology and their business proposal, but he wanted to meet the team. Seeing the team at work and learning about their daily on-the-job culture was really important to this company - he wanted to...
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Peter Ryan - When will we see Philippines BPO 2.0?
CX Files
Peter has recently been touring Asia, including some time meeting CX and BPO experts in the Philippines. Mark called Peter in Tokyo to talk about his recent time in the Philippines. What is going on in CX over there right now and do they need to reinvent their approach to communications and promoting what they can do? When will we see Philippines BPO 2.0?
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Isobel Rogers & Karen Howard - The Launch Of The CX Alliance
CX Files
The CX Alliance is a brand new CX trade association launched in September 2024 in the UK. It is being launched by Karen Howard, MD of The Retail Bulletin (TRB) and the partnership director of the CXA is Isobel Rogers. They aim to publish information, research, and host events all focused on various aspects of CX. Mark Hillary talked to Isobel and Karen to find out more about how this initiative got started and what are their plans for 2025. --- The CX Alliance news is so recent that they are still in the process of setting up their website and other channels ... follow Isobel and Karen for...
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Graham Brown - Alorica - Using AI To Offer CX In Any Language
CX Files
Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK. In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often they are not even economic to support. What if you want to operate in Finland, but you can't support those customers in their local language? Do you expect every customer to use English? Graham has been working on simultaneous voice translation...
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Stephen Loynd & Chris Gillen - How AI Has Redefined CX
CX Files
This week we have two guests rather than the usual one! Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen Loynd is the founder and Principal Analyst at TrendzOwl. He is based in Virginia, just across the Potomac from Washington DC. Both of these leading thinkers have spoken before at the CX Outsourcers conference about how AI is changing the CX industry. In this conversation, they join forces to talk to Mark Hillary about how the past couple of years has shaped expectations on what AI can do for CX companies and how this might be changing the...
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Michael Clark - CXTT Consulting - The Tech That Makes CX Work
CX Files
Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre Influencers in APAC, and in 2022 as a Top 50 Small Business Leader. Peter Ryan called Michael to talk technology and the tech stack required to make modern CX processes work well. We all know that multiple types of technology have become important for CX executives but how important is it to understand this technology and what really matters?
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Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX
CX Files
Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK. Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both local and global.
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Jonas Berggren - Transcom - AI & Transforming Customer Service
CX Files
Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden. Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer Service" that explores the future transformation of CX. Often the newsletter looks to the future of CX, but recently it has been exploring how AI is immediately changing the CX landscape. In this episode of CX Files Mark Hillary talks to Jonas...
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Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX
CX Files
Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in Los Angeles, California. Leo has over 30 years experience in contact center operations and he is now using this expertise to help startups improve their customer service processes. In this conversation with Peter Ryan he outlines the top five mistakes that startups and small companies make when engaging with their customers.
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Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX
CX Files
FormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture between the IAOP and the GSA. Alistair Niederer heads up the ESG initiatives for the GSA so he talked to Mark Hillary about what this new alliance is doing and how it is more than just another industry body publishing white papers on ESG... Full details of the Service Provider Sustainability Index assessment can be found here:
info_outlineSteve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK.
Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options.
In this conversation, Steve focuses on the evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still investing in agents - rather than creating a casual workforce.
https://www.linkedin.com/in/steve-mosser-77136712/