Free Fireside Chat with Award-winning Call Centre Expert Dave D’Arcy
This informal chat is inspired by an off the cuff remark Dave made during a recent video catch up, that “Forgiveness is easier than permission”. It struck me as a deep insight into achieving optimal customer excellence, derived from decades of experience.
This means his team would go out their way to help the customers, taking full responsibility for immediate resolution. “Forgive, don’t micromanage,” says Dave.
In a time of technological transformation and deep AI insight, there are even more important things to be talking about, the fact that humans and technology are stronger together...
We will be discussing optimal ways to put this concept into practice and we will touch on other interesting questions such as:
How do you achieve true excellence and transformation in your call centre when staff’s performance and QA are often measured randomly?
What about staff happiness, the actual face of your company’s reputation? Building and maintaining a thriving team that will then transfer a positive state onto your customers, whilst slashing churn?
The focus on constant improvement in customer support itself needs support? Transforming business outcomes and customer loyalty. Detecting hidden trends and opportunities for growth, hidden in a thousand conversations.
How do you balance what is right vs. an intransigent process that just ticks boxes with no sentiment: Training your team to do things right, even if that means mending the process. Using the latest technological breakthroughs to balance what is right and fully compliant to generate win-win outcomes?
T1000 vs. R2D2: The overwhelming case for AI - both good and the bad use cases to achieve optimal call centre excellence with a human face.
CLICK HERE to watch this webinar on our Resources page.
Dave D’Arcy, Director EMEA Customer Care, RingCentral
Dave is a vastly experienced and Industry recognised customer and contact centre expert. He has spent almost 30 years in customer oriented roles predominantly in the IT and Telecoms sector. Dave has spent the last 5 years shaping and delivering customer experience, and support in the communication SaaS (Software as a Service) area.
Dave is highly awarded within his field, his recognitions include European and UK awards in 2018. EMEA Best Director awards in both 2019 and 2020 and he is the current twice World Best Director voted by Industry Organisation Contactcenterworld.com (2019 AND 2020). Additionally his operation was voted 2020 EMEA and World Best Industry Helpdesk.
Danica Damljanovic, CEO and founder of Sentient Machines.
With over 18 years experience in AI and Natural Language Processing (NLP), worked with the SRI team that developed Siri, and then Recordsure, analysing human voice. As an internationally recognised scientist, Danica has published more than 50 publications, and a book on text analytics, cited over 2000 times. She received her PhD from the University of Sheffield in AI and NLP in 2011.