Future of Sales and Marketing beyond COVID - hybrid event in Vilnius: physical audience of 800 + 300 virtual. Digital marketing, location marketing. How to create MAGIC in new marketing campaigns. Future of Marketing Keynote Speaker

TRUST is the most important thing you sell - TRUE for every business. How to BUILD TRUST, win market share, retain contracts, gain new customers. Future of logistics and supply chain management - Futurist Keynote Speaker

How to make virtual keynotes more real and engaging - how I appeared as an "avatar" on stage when I broke my ankle and could not fly to give opening keynote on innovation in aviation for. ZAL event in Hamburg

"I'm doing a new book" - 60 seconds to make you smile. Most people care about making a difference, achieving great things, in a great team but are not interested in growth targets. Over 270,000 views of full leadership keynote for over 4000 executives

Futurist Keynote Speakers - how Futurist Keynotes transform events, change thinking, enlarge vision, sharpen strategic thinking, identify opportunities and risks. Patrick Dixon is one of the world's best known Futurist Keynote Speaker

Futurist Keynote Speaker: Colonies on Mars, space travel and how digital will help us live decades longer - comment before keynote for 1400 at Avnet Silica event

Future of Travel and Tourism after COVID. Boom for live experiences. What this means for future of aviation, airlines, hotels, restaurants, concerts halls, trends in leisure events, theme parks. Travel Industry Keynote Speaker

Quiet Quitters: 50% US workforce wish they were working elsewhere. How engage Quiet Quitters and transform to highly engaged team members. How to tackle the Great Resignation. Human Resources Keynote Speaker

The Great Resignation. 50% of US workers are Quiet Quitters. They have left in their hearts, don't believe any longer in your strategy. 40% want to leave in 12 months. Connect with PURPOSE to win Quiet Quitters. Human Resources Keynote Speaker

Future of Human Resources, virtual working, hybrid teams, motivation, management, future of motivation and career development. How to develop high performance teams. HR Keynote Speaker

Speed of change often slower than people expect! I have successfully forecast major trends for global companies for over 25 years. Focus on factors driving long term changes, with agile strategies for inevitable disruptive events. Futurist Keynote Speaker

Agile leadership for Better Risk Management. Inflation spike in 2022-3 - what next? Expect more disruptive events, while megatrends will continue relentlessly to shape longer term future globally in relatively predictable ways. Futurist Keynote Speaker

Crazy customers! Changing customer expectations. Why many decisions are irrational. Amusing stories. Lessons for Leadership, Management and Marketing - Futurist Keynote Speaker VIDEO

Future of Artificial intelligence - discussion on opportunities and threats. From predictions to controlling life

Chances of 2 people in 70 having same birthday? Managing Risk in Banking and Financial Services. Why the greatest risks are combinations of very unlikely events, which happen far more often than you expect. Keynote speaker on risk management

Compliance is Dead. How to build trust. Reputation of banks and financial services. Compliance Risks. Why 100% compliance with regulations, ESG requirements etc is often not enough to prevent reputational damage

Life's too short to do things you don't believe in! Why passionate belief in the true value of what you are selling or doing is the number one key to success. Secret of all leadership and marketing - keynote for 1100 people in Vilnius October 2021

Future Manufacturing 5.0. Lessons from personal life for all manufacturers - why most manufacturing lags 10-15 years behind client expectations in their day to day life. Manufacturing 4.0 --> Manufacturing 5.0. Future of Manufacturing Keynote

80% of sales are won or lost in 3 seconds, How to grow your business by giving attention to small things that really matter. Future of Marketing, Futuris Keynote Speaker - Pardavimu formule in Vilnius

Trust is the Most Important Thing You Sell. Managing your Reputational Risk - vital lessons for all leaders. How to build trust with key customers and markets. Futurist Keynote Speaker

Future of call-centres - funny video - how to improve customer experience

Futurist Keynote Speaker: Posts, Slides, Videos - Future Marketing Keynotes, Mobile,Digital Consumer

Future of call-centres and call centre nightmares - how to lose customers and sales. OK so here it is - I was going to keep this "funny" animation video away from my main website but seeing it has had great reviews and over 30,000 YouTube views I decided to let you all see it. Sadly such call centre horrors are carried out every day by most multinationals.

How to make your customers really angry

Every poll I do at conferences I speak at shows the same thing:  most business leaders hate getting through to automated call centres.  They find it annoying to have to press buttons when they want personal customer service.  Yet the very same people work in companies which force their own customers to use exactly the same systems.  So we are deliberately doing things which we know make our own customers really annoyed.

Of course the reasons are financial - but when you look beneath the surface, the costs of a more personal approach can be less than you think, and technology can in any case help us recognise a significant number of callers using caller ID, while predictive techniques can also help us to anticipate correctly a lot of the time why they are likely to be calling so we can switch them to the right team before we even answer the call.

Yes, life is complex in large organisations, every second costs money in call centres, but I know we can do a lot better than is the case in average companies right now.

In the meantime, organisations like Saga in the UK have already committed to answering every call personally.

Most call-centre agents are blind to customer needs

But even when you get connected, chances are that the call-centre operator is blind to your own situation.  She (most team members are women in most companies) probably only has access to a single screen, with scripts, prompts and (hopefully) some customer data.  In most big corporations like banks she may only have a partial view of the customer relationship.

To make matters worse, she is likely to be unable to see what the customer is looking at.  In a multichannel world, the customer could have 15 different web pages open on an ipad, be asking for advice on Facebook, is watching TV commercials on a big screen, and doing email - and may even be on another phone call at some point during the call-centre conversation.  If the operator can see the web at all, it is likely to be just a version of the company website (which may not be totally the same as seen by customers), with no ability to see competitor offerings, special deals and so on.

Call-centres should integrate with web / social media

In most cases, the call-centre agent is blind to the bigger picture about the person they are talking to.  For example, I have 42,000 followers on Twitter, and 6 million video views on YouTube etc.  My blogs have been read by 15 million different people.  So I have a large "influence" score on various sites.  That score should appear onscreen as soon as I call in - so that the bank or insurer can see that their good or bad service on this call may result in a significant amount of social media activity...

The web can tell a call-centre agent a good guess about the value of my home, an estimate of my annual income, what company directorships I have and so on.... all of which may be helpful in enabling the agent to handle my enquiry more appropriately.  All of these elements can be connected into a call-centre conversation in a second or two, using cloud-computing based software services like SalesForce.

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