Transform Your Contact Centre Through Data-Driven Strategies with Daryl Wilkes
August 14, 2024
In this episode of Talk Time with MaxContact, Daryl Wilkes, Director of Customer Care at ASOS, shares insights on transforming customer service operations through data-driven strategies, channel optimisation, and employee empowerment. Learn how ASOS has significantly improved its customer experience metrics and adapted to the evolving digital landscape.
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
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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.
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.
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