Category: Collaborating

Business, Collaborating, Customer Experience, Customer Focus, productivity

When is a Contact Centre, NOT a Contact Centre

Imagine asking 100 people to describe a Contact Centre. Most would likely envision a bustling office space with employees wearing headsets, sitting in front of computers, and handling phone calls. This common perception, however, limits our understanding of what a contact center truly is and inadvertently excludes other businesses from recognizing themselves as part of this ecosystem.

Yet, there’s a missed opportunity in this narrow perspective. Consider the remarkable advancements in Contact Center Technology.

Technology evolves rapidly, often leaving us struggling to keep up. Just think about the capabilities packed into your latest iPhone or Android device—it’s more powerful than the technology that once took us to the moon.

The ongoing technology revolution brings both complexity and immense capability. Unfortunately, the terminology itself sometimes leads to exclusion, preventing businesses from realizing the substantial benefits available.

Consider this scenario: A business leader or owner dismisses the idea of using contact center technology because their company doesn’t fit the traditional contact center mold.

Remember, every business relies on customers for survival. These very customers interact with your business, reaching out and receiving responses. Are you following so far? Excellent.

These customers are part of the same ever-changing cycle as we are. They, too, embrace technological shifts. Moreover, consider how the demographics of your customer base influence the transition from “real-time live voice” conversations to more digital, near-real-time, or asynchronous interactions—think WhatsApp and similar channels.

Ignore these changes at your peril, because we all know that customers will vote with their feet if you are not able to offer them the flexibility and choice that they demand of us.

This is not about Tech for Tech sake, but embracing the inevitable change that is happening with or without us. 

A word of caution, however. Do make sure that you plan this well and consider the fallout should you get this wrong. And some of the wrongest (I know, but it felt right to use the word) implementations are from some of the largest companies on the planet – why – I can only surmise that they feel they CAN, because they are the 400lb gorilla – but we all know they are wrong don’t we.

So my advice would be to dip your toe in the water and introduce these emerging DIGITAL channels into your NON-CONTACT CENTRE businesses and do it well. Making sure that you are not building them in siloes, but doing it in a joined up and connected way (Omnichannel) that keeps real people at the heart of the changes – your staff and your customers. 

Equally I would also investigate how AUTOMATION can better serve your customers – including Artificial Intelligence solutions using Generative AI. Although there is a place for less sophistication for some interactions 

Want some help and advice – just ask. I don’t bite, even as a Leicester Tigers 🐯supporter 😜

Business, Collaborating, Family, Leadership, partnership, Personal Management

No one is just TOO BUSY!

We hear it all the time, don’t we, and sometimes coming from our own mouths!


But what does it actually mean?

Life can be pretty hectic, with noise all around us and demands on our time and attention like never before. The digital world can become overwhelmingly distracting, with notifications pinging incessantly on our devices.

Ultimately though, we are in much greater control than we might think. It is also true that we make time for what is important to us. Or more accurately that which we believe should be important to us. After all, there is (for most of us anyway) nothing more important than our loved ones. But do we always make time for them, or do we succumb to the pings of our other attention seekers?
I often wonder if this is a self-induced state by building our importance so that we attract way more attention than is necessary. Should we instead, be ensuring that we are setting ourselves up better for getting out of the way, and reducing our personal involvement in matters that really do not need us?

It is worth asking yourself what you are currently involved in that you could easily step away from – you may just surprise yourself and your family and friends will thank you.

Business, Collaborating, Family, Leadership, partnership, Personal Management, Social

I haven’t made any New Years resolutions

No specific NY resolution from me

However…

> I will continue to work on personal growth every day.

> I will continue to challenge myself to be an outstanding human being every day.

> I will work diligently on my commitments every day: both business and personal.

> I will work on business development in Trust Partner Services Ltd every day.

> I will declutter my connections. Where I am no longer needed, I will disconnect, making room for fresh engagement.

Wishing everyone a very
rewarding and contentment filled 2023

Happy New Year

Business, Collaborating, Customer Focus, Leadership, Learning, partnership, Social

We’re in – are you? – Trust Partner Services Ltd

https://www.trustpartnerservices.com/trust-joins-the-chamber/

Trust partners with the Herts Chamber

Having watched from the sidelines for some time, we decided it was time to roll up our sleeves and join the fray.

We are now officially members of the Hertfordshire Chamber of Commerce and it is our intention to be a fully active member of this illustrious group.

Our WHY for this is a strong desire to be a supportive local business for other local business and to investigate further ways of acting more local. For as long as I can remember, our approach has been international, and that will remain, but we would like to become way more active locally. This is therefore, the first step into understanding the local landscape. We want to listen and learn and support where we can, as we understand our role.

Looking forward to meeting other chamber members and learning about our local business eco-systems


© 2022 Trust Partner Services Ltd Trust Partner Services LTD

Business, Collaborating, Customer Experience, Learning

Not quite a public service announcement

What’s a great piece of tech, or app that you’ve discovered and can’t believe everybody isn’t using it?

what3words /// The simplest way to talk about location

w3w

There are so many great use cases for this mapping technology, especially in remote or busy locations. A great use case example for me was a recent weekend break in a very rural location on a sprawling farm with no signs and several different holiday cottages.

We had ordered a takeaway and provided an address (of sorts), which, with the best will in the world was still vague at best.

Enter “what three words” and we were able to provide a pinpoint accurate location that didn’t rely on a vague postcode or mapping address.

I reckon it’s a bit of a game changer even if perhaps could be considered a bit niche.

I have no doubt that there’s a whole world of other technology/applications that I’ve never even seen or used yet that could be a game changer for me or indeed for you.

Why don’t you share your game-changing tech story so that we too can benefit from the experiences that you’ve been having?