Rod Jones Contact Centre Consulting

25/06/2024

Now THAT was a culinary adventure of note! I call it Iberian Bubble and Squeak with Chorizo and Crème Fraîche. (Aided and abetteed by ChatGPT-4o)

This delightful fusion dish combines the hearty British classic, Bubble and Squeak, with bold Spanish flavours. My Iberian Bubble and Squeak features crispy fried potatoes and cabbage, enhanced with the smoky richness of chorizo, sautéed onions, lotsvof freshly ground pepper and aromatic garlic. A sprinkle of caraway seeds adds a subtle, earthy depth, perfectly complementing the robust Spanish sausage. The dish is finished with a massive dollop of crème fraîche, adding a creamy, tangy contrast to the savoury mix. This comforting yet vibrant dish made a perfect meal, blending familiar and exotic tastes in every bite. As my buddy Monsieur Canard would say (after a week in Ibeza) "Eso estuvo muy bien."

07/04/2024

What an adventure! I spent the afternoon with BPO/GBS industry stalwart and long-time professional colleague and social buddy Avesh Singh, in his one-of-a-kind man cave dedicated to the football team that he's more than somewhat passionate about, Liverpool Football Club. While we chatted about the BPO industry and his remarkable career, Avesh prepared a truly amazing lamb curry. This is the first for my Rod's Pod series: A 'Live' fireside chat accompanied by a few beers and rounded off with a dram or two of Jameson. Please join us. Cheers! Here's the link >>> https://lnkd.in/dazfgf36

Avesh Singh Traci Freeman (she / her) Peter Ryan Dylan Koen Mark Hillary 🤖 TransUnion

06/01/2024

Stand by for the new season of Rod's Pod, launching on Monday, 8 January 2024. Get to know the stories, people, and personalities of the international world of CX, BPO and GBS. Tune in to my informal 'fireside chat' interviews as I delve into the industry's Who's Who to discover the global trends, tactics, techniques and technologies that make our world tick.
Catch up and listen to Season One (2023) here >> spoti.fi/3Q7gZkG

Listen to Rod'sPod on Spotify. I bring news, views and interviews about the trends, tactics, techniques and technologies of CX, call centres and the global BPO sector.

20/02/2023

SPEECH ANALYTICS FOR CONTACT CENTRES
In this information-packed 60-minute webinar, you will see the full power of low-cost Callbi Speech Analytics in action. And you will see just how easy Callbi is to deploy, learn and use.
Your hosts, Rod Jones and Corey Springett, will run through a comprehensive demonstration of the Callbi solution, and you will learn ... How speech analytics works. How to: Set up analytical queries. Create dashboards. Monitor trends. Identify performance insights. Monitor compliance. Automate QA scorecards. And more ... There will also be an interactive Q&A session and online chat. Reserve your place now >>> https://us02web.zoom.us/webinar/register/3916757778711/WN_jO2NZi2IQReTyty2ymrNdA

For more information >> https://callbi.io or email Callbi Brand Ambassador Rod Jones at [email protected]

10/02/2023

This book is flipp'n great!

08/02/2023

SPEECH ANALYTICS FOR CONTACT CENTRES
In this information-pack 60-minute webinar, you will see the full power of low-cost Callbi Speech Analytics in action. And you will see just how easy Callbi is to deploy, learn and use.
Your hosts, Rod Jones and Corey Springett, will run through a comprehensive demonstration of the Callbi solution, and you will learn ... How speech analytics works. How to: Set up analytical queries. Create dashboards. Monitor trends. Identify performance insights. Monitor compliance. Automate QA scorecards. And more ... There will also be an interactive Q&A session and online chat. reserve your place now >>> https://us02web.zoom.us/webinar/register/3916757778711/WN_jO2NZi2IQReTyty2ymrNdA

For more information >> https://callbi.io or email Callbi Brand Ambassador Rod Jones at [email protected]

06/02/2023

ENSURE COMPLIANCE
Compliance breaches can be disastrous! Random call sampling, monitoring and QA assessment are inefficient, ineffective and costly. Fully automated call screening to identify compliance breaches and outliers for focussed assessment empowers QA teams to become Insights Analysts to provide real business intelligence to the organisation.

Get your FREE copy of my 65-page handbook - your ‘How To’ guide to driving performance improvements using speech analytics insights. Download here >> https://bit.ly/3sNWaxQ

eMail me for more information about how can be used to drive operational performance. [email protected] or visit https://rodjones.co.za

02/02/2023

MOTIVATE AGENTS
An unenthusiastic, de-motivated, disengaged agent is disastrous for customer experience and probably for all other important operational KPIs. When your speech analytics technology is ‘listening’ to 100% of all your calls, you and your team leaders can quickly identify errant agents and quickly intervene with appropriate coaching, training, counselling or even data-supported disciplinary actions.

Get your FREE copy of my 65-page handbook - your ‘How To’ guide to driving performance improvements using speech analytics insights. Download here >> https://bit.ly/3sNWaxQ

eMail me for more information about how can be used to drive operational performance. [email protected] or visit https://rodjones.co.za

01/02/2023

INCREASE REVENUES
Call it sales, collections or customer loyalty and lifetime value. It’s all about revenue. Are agents following the processes? Are objections being handled correctly? Do scripts or call guides need refinement or even major changes? Which agents are running rogue? What conversations result in increased sales or PTPs or great CSat or NPS scores? Armed with accurate, credible analytics, you will quickly know the answers and how to use these insights to optimise your contact centre operations.
Get your FREE copy of my 65-page handbook - your ‘How To’ guide to driving performance improvements using speech analytics insights. Download here >> https://bit.ly/3sNWaxQ

eMail me for more information about how can be used to drive operational performance. [email protected] or visit https://rodjones.co.za

31/01/2023

REDUCE ATTRITION
Unacceptable attrition is not only costly and time-consuming, but it also has a significant negative impact on customer experience, productivity, resourcing and costs. With deep insights from your entire agent estate, you will quickly identify the early warning signs of those specific agents on the cusp of quitting. Appropriate interventions will often prevent unnecessary resignations.

Get your FREE copy of my 65-page handbook - your ‘How To’ guide to driving performance improvements using speech analytics insights. Download here >> https://bit.ly/3sNWaxQ
eMail me for more information about how can be used to drive operational performance. [email protected] or visit https://rodjones.co.za