Luke Squires - "How To Integrate Transformational Tech Opportunities With Traditional Customer Support"
Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies, such as AI, into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that while AI comes with its challenges, it also opens up many new opportunities for improving customer experiences.
WOW-24-7
Contact Centers
What’s Inside [0:43] Introduction to Luke Squires [24:30] Full Podcast Episode [2:38] Highlights Video [1:14] Exploring Transformational Technology Opportunities in Contact Centers [2:16] Adapting Customer Service to Meet Evolving Expectations [3:09] Direct Impact of Contact Centers on Revenue and Growth [2:07] Internal Strategies for Gen Z’s Communication Shift [5:03] Shaping Future Operations Through Data and Tech Innovation [3:20] How Company Culture Impacts Agent Retention and Satisfaction [1:59] Leveraging Outsourcing Partners While Maintaining a Strong Culture [2:01] Importance of Transformational Leadership in Customer Experience [0:57] Staying Ahead of Changes in Consumer Behavior [0:48] Short - Adapting Customer Service to Meet Evolving Expectations [0:40] Short - Internal Strategies for Gen Z’s Communication Shift
Full Episode “Technology is the best it’s ever been. It’s constantly evolving and becoming more accessible for companies. While it still comes with a significant cost, tools like AI are no longer a new concept. They’re now something businesses can adopt and start running with.” - Luke Squires
(2:38) Highlights Video
(1:14 Video) Exploring Transformational Technology Opportunities in Contact Centers “My overall perspective at the moment is that it's an incredibly exciting time for the call center industry. I think the technology is the best it’s ever been as it's constantly evolving and becoming more accessible for companies.” - Luke Squires
(2:16 Video) Adapting Customer Service to Meet Evolving Expectations “We need to start thinking ahead because we’re in a place where we have better data and better analytics than ever before, so we can take a much more proactive approach.” - Luke Squires
(3:09 Video) Direct Impact of Contact Centers on Revenue and Growth “Many contact centers operate alongside sales centers, allowing us to attribute profit to the operations we run clearly. We're now able to gain deeper insights across the industry and directly align those insights with our strategic business plans.” - Luke Squires
(2:07 Video) Internal Strategies for Gen Z’s Communication Shift “Gen Z values speed and resolution, which is why they often prefer phone calls over other communication channels. It’s all about efficiency. They want the fastest path to a solution so they can move on with their day.” - Luke Squires
(5:03 Video) Shaping Future Operations Through Data and Tech Innovation “We’re aiming for 60-65% of transactional queries to be automated by the end of this year. AI is a game changer, helping us improve average handling time and service delivery.” - Luke Squires
(3:20 Video) How Company Culture Impacts Agent Retention and Satisfaction “This generation holds incredibly high values and morals. I’m seeing more and more neurodiversity, and they want to work for a business that understands, believes in, and champions it.” - Luke Squires
(1:59 Video) Leveraging Outsourcing Partners While Maintaining a Strong Culture “I see other colleagues doing outsourcing particularly well when they're able to utilize their technologies and gain efficiencies from outsourcers who specialize in that type of work, complementing the operations you have onshore.” - Luke Squires
(2:01 Video) Importance of Transformational Leadership in Customer Experience “You can steer a team to success with the same people if you have the right focus and are heading in the right direction. For me, authenticity, transparency, and empathy are the most important traits I look for in a leader.” - Luke Squires
(0:57 Video) Staying Ahead of Changes in Consumer Behavior “Don’t be naive to the changes in consumer behavior, colleague behavior, and digital behavior. Plan for what’s coming up because it’s exciting, and we can deliver amazing things as an industry.” - Luke Squires
YOUTUBE SHORT: Adapting Customer Service to Meet Evolving Expectations “We need to start thinking ahead because we’re in a place where we have better data and better analytics than ever before, so we can take a much more proactive approach.” - Luke Squires
YOUTUBE SHORT: Internal Strategies for Gen Z’s Communication Shift “Gen Z values speed and resolution, which is why they often prefer phone calls over other communication channels. It’s all about efficiency. They want the fastest path to a solution so they can move on with their day.” - Luke Squires
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