Community Building Success: Balancing Metrics for Better Customer Care
In a recent discussion, Kash Sadiq asked Roxy Baciu about her day as the Head of Community at giffgaff | Certified B Corp.
In this insightful podcast, Kash Sadiq and Roxy Baciu - Head of Community at giffgaff | Certified B Corp analyze how giffgaff’s distinctive approach ensures community effectiveness, contrasting it with traditional contact center methods.
Join us as Roxy Baciu - Head of Community at giffgaff | Certified B Corp - responds to Kash Sadiq's question on how to keep community members actively engaged. She emphasizes that the foundation of a thriving #community lies in fostering genuine emotional #connections.
In our latest video, Kash Sadiq and Roxy Baciu - Head of Community at giffgaff | Certified B Corp discuss the challenges of adopting a #community model over traditional business methods.
In the final video in this series, Kash Sadiq poses a crucial question on integrating #automation and #AI within community models, focusing on how these technologies can enhance #workflows without losing the human touch.
In this short video, Roxy Baciu - Head of Community at giffgaff | Certified B Corp, highlights the process of gathering feedback.
Building a thriving community isn't just about creating spaces; it's about creating meaningful conversations that matter. In this video, Roxy Baciu, Head of Community at giffgaff | Certified B Corp, shares her insights with Kash Sadiq on how to achieve this balance.
Are traditional metrics enough to measure success in a world where customer expectations are continually evolving?
Roxy Baciu, head of community at giffgaff | Certified B Corp, explains that understanding the context behind data is key to making smart decisions. It’s not just about collecting data, but analyzing it effectively to guide the community’s growth. This #DataAnalytics approach leads to more meaningful outcomes.
Kash Sadiq engages Roxy Baciu, Head of Community at giffgaff | Certified B Corp, in a discussion about how #AI is transforming #CommunityManagement. Roxy shares how AI can take on routine tasks, enabling community managers to focus on deeper, more meaningful interactions.
Processes in Customer Care
Have you ever thought about how companies truly understand and enhance #CustomerExperience? Watch this short and informative clip with Ahmad Sheikh, a customer care veteran, as he answers Kash Sadiq’s question about mapping the customer journey.
In this video, we continue our conversation with Ahmad Sheikh, a customer care veteran, as he responds to Kash Sadiq's question regarding the process involved in the #customerjourney.
In this short clip, Ahmad Sheikh, a customer care veteran, answers this question, posed by Kash Sadiq. He shares the three levels of #customercare that go beyond the basics.
In this snippet, Kash Sadiq and Ahmad Sheikh, a customer care veteran, explore how customer behavior has changed the landscape of #customercare.
Contact Centers & Customer Experience
Are your KPI’s a help or a hindrance? In this short clip, Reshma Abdullah, a Contact Center veteran and Kash Sadiq, Director of Marketing at M.M., take up a discussion on First Call Resolution (FCR) KPI’s in Contact Centers.
Are you setting realistic #AHT expectations for your Contact Center? < In our second short clip with Reshma Abdullah, a Contact Center veteran and Kash Sadiq, Director of Marketing at M.M., discuss another KPI, average handling time (AHT).
What is the "King of KPIs" in contact centers? In our latest video, Kash Sadiq raises this pertinent question, and our expert Reshma Abdullah delivers a nuanced answer.
Ever wondered about the impact of talk time on customer experience? In our latest video, Kash Sadiq dives into this crucial question about whether high average talk time is a sign of good #customerservice.
#AI is rapidly transforming the #telco industry but how can we future-proof contact centers? Kash Sadiq poses this compelling question in our latest video, and Reshma Abdullah provides a thought-provoking perspective.
How do contact centers need to evolve in the future? Kash Sadiq poses this insightful question, and Reshma Abdullah shares her forward-thinking perspective in our last video from this series.
Taking Easypaisa To The Next Level With RPA
Dive into the complexities faced by Telenor Microfinance Bank, and witness how they leveraged RPA to overcome them in their journey to reshape Easypaisa.
Discover how Easypaisa harnessed the power of Process Optimization and Proof of Concept to pave the way for RPA success.
Discover the secrets behind Easypaisa successful expansion and how RPA transformed the way they serve their customers.
In a world of rapid growth and increasing customer demands, organizations in the banking sector have no choice but to embrace cutting-edge technologies like RPA.
PMO Delivery In The Digital Age
In the era of digital transformation, if the PMO is going to survive and have longevity, the PMO needs to learn how to play the right game.
As each organization is unique- you need to ask what is the best fit placement of the PMO within your organization and its role?
To be relevant in the digital age, the PMO needs to have a clear role.
Digitalization and adopting technology allows the PMO to become freer to handle other meaningful tasks.
Digital delivery requires flexibility and adaptability to meet the unique needs of projects and clients, no matter how small or large an organization is.
For better digital delivery, prioritize collaboration and effective communication among teams.
PMO’s are most suited to take on data challenges when an organization seeks digital transformation.
RPA - Beyond The Hype
Robotic Process Automation
Digital Transformation - What Is It about?
Taking Easypaisa To The Next Level With RPA
Dive into the complexities faced by Telenor Microfinance Bank, and witness how they leveraged RPA to overcome them in their journey to reshape Easypaisa.
Discover how Easypaisa harnessed the power of Process Optimization and Proof of Concept to pave the way for RPA success.
Discover the secrets behind Easypaisa successful expansion and how RPA transformed the way they serve their customers.
In a world of rapid growth and increasing customer demands, organizations in the banking sector have no choice but to embrace cutting-edge technologies like RPA.
PMO Delivery In The Digital Age
In the era of digital transformation, if the PMO is going to survive and have longevity, the PMO needs to learn how to play the right game.
As each organization is unique- you need to ask what is the best fit placement of the PMO within your organization and its role?
To be relevant in the digital age, the PMO needs to have a clear role.
Digitalization and adopting technology allows the PMO to become freer to handle other meaningful tasks.
Digital delivery requires flexibility and adaptability to meet the unique needs of projects and clients, no matter how small or large an organization is.
For better digital delivery, prioritize collaboration and effective communication among teams.
PMO’s are most suited to take on data challenges when an organization seeks digital transformation.