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İçerik Ross Powell tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Ross Powell veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.
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Transform Your Contact Centre Through Data-Driven Strategies with Daryl Wilkes

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Why? Etkin olmayan yayın status. Sunucularımız bir süredir geçerli bir podcast beslemesi alamadı

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Manage episode 434208525 series 3403792
İçerik Ross Powell tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Ross Powell veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.

In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Daryl Wilkes, Director of Customer Care at ASOS. With a distinguished career spanning various high-impact roles in transformation and strategy across multiple industries, Daryl brings a wealth of experience in steering customer service operations into new digital frontiers.

Daryl shares ASOS's journey of transforming their customer care operations over the past 2-3 years, focusing on:
  • Streamlining customer service channels for improved efficiency
  • Implementing virtual assistants to handle over a third of customer interactions
  • Redesigning the customer journey to reduce friction points
  • Empowering advisors with better tools and knowledge management systems
  • Balancing technical proficiency with maintaining high team morale

Listeners will gain valuable insights into:
  • The importance of a clear, well-communicated customer care strategy
  • How to effectively measure and improve customer experience
  • Strategies for employee development and retention in a rapidly evolving industry
  • The role of AI and data-driven decision making in shaping the future of customer service

Whether you're a contact centre manager, CX professional, or business leader looking to transform your customer experience strategy, this episode offers practical advice and inspiring examples of how to drive significant improvements in customer satisfaction and operational efficiency.

To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com

Episode resources



If you enjoyed this episode, then please either:
  • Subscribe, rate, and review on Apple Podcasts
  • Follow on Spotify
  • This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
  continue reading

47 bölüm

Artwork
iconPaylaş
 

Arşivlenmiş dizi ("Etkin olmayan yayın" status)

When? This feed was archived on March 03, 2025 17:07 (26d ago). Last successful fetch was on October 10, 2024 11:14 (6M ago)

Why? Etkin olmayan yayın status. Sunucularımız bir süredir geçerli bir podcast beslemesi alamadı

What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.

Manage episode 434208525 series 3403792
İçerik Ross Powell tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Ross Powell veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.

In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Daryl Wilkes, Director of Customer Care at ASOS. With a distinguished career spanning various high-impact roles in transformation and strategy across multiple industries, Daryl brings a wealth of experience in steering customer service operations into new digital frontiers.

Daryl shares ASOS's journey of transforming their customer care operations over the past 2-3 years, focusing on:
  • Streamlining customer service channels for improved efficiency
  • Implementing virtual assistants to handle over a third of customer interactions
  • Redesigning the customer journey to reduce friction points
  • Empowering advisors with better tools and knowledge management systems
  • Balancing technical proficiency with maintaining high team morale

Listeners will gain valuable insights into:
  • The importance of a clear, well-communicated customer care strategy
  • How to effectively measure and improve customer experience
  • Strategies for employee development and retention in a rapidly evolving industry
  • The role of AI and data-driven decision making in shaping the future of customer service

Whether you're a contact centre manager, CX professional, or business leader looking to transform your customer experience strategy, this episode offers practical advice and inspiring examples of how to drive significant improvements in customer satisfaction and operational efficiency.

To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com

Episode resources



If you enjoyed this episode, then please either:
  • Subscribe, rate, and review on Apple Podcasts
  • Follow on Spotify
  • This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
  continue reading

47 bölüm

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