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Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to. Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers. Views and opinions are strictly those of ...
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Ep 5 - RFP Part 1 - Real F*cking Problem?
28:08
28:08
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28:08
This time, Angus and Pete delve into the world of the RFP (Request for Proposal) process. The conversation covers the intricacies of the RFP process, highlighting its benefits and challenges from both the buyer's and seller's perspectives. The hosts emphasize the importance of transparency, competition, and effective communication throughout the pr…
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Ep 4 - The AI Exhibitionists
31:47
31:47
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31:47
In this episode, Angus and Pete discuss the world of customer engagement, sharing feedback from listeners and insights from the recent Call & Contact Centre Expo in London. They explore the trends in vendor presence and the current state of AI in the industry. The conversation highlights the challenges and opportunities within customer engagement, …
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Ep 3 - The Supply & Buy Chain
28:23
28:23
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28:23
Angus and Pete delve into the complexities of the supply and buy chain, discussing the roles of vendors, distributors, and resellers. They explore the dynamics of market relationships, the importance of transparency, and how to measure success in customer engagement. The conversation emphasizes the need for businesses to understand the commercial c…
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Ep 2 - CX? How did we get here?
29:07
29:07
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29:07
In this episode, Angus and Pete explore the evolution of contact centres, tracing their history from the first telephone call to the modern-day integration of AI and customer engagement strategies. They discuss the importance of clear communication and the impact of terminology on the industry, emphasizing the need to balance customer experience wi…
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Ep 1 - A is for Analyst
27:02
27:02
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27:02
In their first episode, hosts Angus and Pete delve into the world of industry analysts, exploring their influence on vendor relationships and buying decisions. They discuss the importance of understanding the analyst community, the implications of reports like the Magic Quadrants, and how buyers can navigate these relationships effectively. The con…
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Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you're calling it this week, we take a good, hard look at the technology "supply and buy chain" to uncover what vendors, resellers, analysts, consultants, adopters and users get up to. Industry veterans Angus and Pete discuss the realities, motivat…
…
continue reading
