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Thank you for joining us
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today for the CX Heroes
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webinar series. Today, we’re going
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to highlight the five ways
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to improve customer service and
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personalization and how to get
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personalization right. Many companies are
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getting it wrong and we’re
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going to go over some
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best practices on how to
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actually make the customer be
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the focus of everything you
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do and feel like they’re
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the only customer in the
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world. Today, I am so lucky
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to have Neli and Thapelo from
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Harambee. Thapelo was recognized as
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a CX Hero by Genesys
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and joined us on stage
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in Amsterdam at G- Summit.
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Thank you both so much
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for joining us today. Thank
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you, Jill for having us. Neli,
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could you take a few
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minutes and just tell us
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a little bit about Harambee and
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what you guys all do
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there in your wonderful program?
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Okay. So Harambee is a
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not- for- profit social organization
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that aim to solve the
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unemployment challenges of South African
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youth. We partner with businesses,
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government, young people, and other
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organization committed to solving the
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unemployment epidemic. Our unique system is
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unlike traditional employment organization that
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you would find anywhere. We
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really rely on our contact
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center advisors like Thapelo to
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ask detailed questions and have
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genuine conversation with our work
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seekers. So that is what
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really makes Harambee different from
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other organizations. And my role,
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I am a contact center
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manager. Great. Thank you both
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so much for joining us.
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So we’re going to jump
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right in here into the
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presentation, into the webinar, and we’re going
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to explore some customer service
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best practices and what we
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think… We wanted to get
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your opinion, so we’re so
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glad that you guys have
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joined us because we want
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to get your opinion on
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how you guys work day
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to day and what you
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guys think is valuable to
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your customers or what you…
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You refer to them as
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candidates. So the five ways
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to improve customer service, the
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items that we’re going to
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cover is establishing skills that
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every agent or advisor or
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representative should have. How to
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handle difficult customers with finesse.
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We all get those customers
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occasionally who are frustrated or
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they’re challenged by the systems
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or the technology in place.
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And so we’re just going to
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talk a little bit about
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that. How to recognize and
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reward your agents. As we
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know, agent attrition and having
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people on the job every
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day answering the phones and
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connecting with customers can be
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a challenge. So we’re going
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to talk a little bit
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about how to recognize and
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reward them and about the
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CX Heroes program as well.
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Also, how to turn customers
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into brand advocates. Often when
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your customers have great experience
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with your brand or your
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company, they come back and
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they become loyal. And how to get personalization
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right for your customers. Again,
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how to make your customers
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feel special and unique and
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like they’re the only customer
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in the world. Let’s get
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started. Number one, the best
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habits here of establishing skills
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that every agent should have.
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So Neli, I’m curious what you
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feel as a manager. If
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you had to pick two
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out of this list of
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10 which two would you
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pick that… And tell me
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why that you think those
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are valuable for representative? Definitely
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listening and being attentive. I
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think the reason for me
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to really choose those two
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is in our space, it’s
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very important for advisors like
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Thapelo to be able to
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listen to the candidate on
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the other side because what
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happens is the conversations that
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they have actually leads the
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important aspect of the conversation,
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how we can best support
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them, how we can understand
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where they come from because
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we use an algorithm to
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sort of match them to
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opportunities. So if an advisor
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is not listening, if the
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advisor is not present in
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the conversation, then they might
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lose that important aspect where
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we might lose that touch
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with our candidates. So listening,
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for us it’s very important
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in our space. Secondly, attentiveness.
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It’s really important in such
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a way that we kept
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information in our system and
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therefore one of the important
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aspects is really the demographics.
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What happens is where you
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live is very important because
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what we do is when
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we met candidates to opportunities,
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we’ll look at the distance
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between where they reside and
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where the opportunities are because we try
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to make sure that our
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candidate, they don’t travel and
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end up spending so much
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money to actually get to
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work instead all free, using
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that income in terms of
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betterment of their lives. So
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attention to detail is very
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important in our space. And
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what I’ve just alluded to
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say the capturing of the
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correct information, it’s really what
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helps us to make sure
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that we service the best
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service to our candidates, make
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sure that we don’t have
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a lot of drops off
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in a sense that if
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we place you in a
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radius that is like more
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than 100 kilometers, so that
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means you just work for
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a month and the second
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month you realize that actually
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I’m working for transport. Therefore,
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what’s the point of me
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having this job? So hence,
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it’s very, very important to
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get the right information, capture
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the correct information to make
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sure when we place them
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to these opportunities, they’re in
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a close proximity to these
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demands, making sure that they
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spend their income on the
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betterment of themselves and their
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families. Yeah. It sounds like
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listening and paying attention to
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the details and understanding your candidate’s
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story creates a big picture
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for you then you’re able
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to help them, match them
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with the right opportunities and
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connect with them. I would
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assume too that these conversations
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take a while. These aren’t
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quick conversations, but they’re long
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conversations you have with the
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candidate. Absolutely. Our candidate is
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not just someone just behind
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the phone, our candidate, the
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actual people that we can actually
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relate to and therefore you
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will see that even Thapelo’s
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call was like 18 minutes
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long, so it’s not your
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typical contact center conversation where
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we’ll just take the details
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and like a hit and
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run kind of a conversation.
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But in all spaces it’s
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really about impactful conversations with
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our candidates, making sure that
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when the end of the
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call there’s something that they
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took from the call, skills
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that they can use. Even
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if as Harambee, we don’t place
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them to these opportunities, but
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they can use something that
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can increase their employability just
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for having a conversation with
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one of our advisors. Yeah,
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absolutely. So Thapelo let’s hear
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from you and what you
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think. What would be your
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top two skills that you
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think that an advisor should
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have? On my side, I
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think one of the most important
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things that an advisor should
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have is product knowledge. I
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think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing,
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it’s basically important thing for
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you to make sales or
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in order for the customer to
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come back. So if as
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an agent you understand what
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you are selling, you avoid
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misleading, you are making mistakes
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that might cause industrial espionage
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or basically making the candidate
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uncertain about the product. I’d
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say having knowledge about the
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product, but also generated good relationship
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between the two parties. It will
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basically generate their warmness between
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you and me as an
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agent and as well as
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the candidate based on the fact that I would know everything about the product that I’m selling. In most cases,
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most services or most products,
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they are mostly unique in
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such a sense that if you
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use one way that is
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not according to the product
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itself, it really tends to
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be misleading and avoiding that
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is very, very important. Let’s say
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another thing that speaks to
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a good quality of a call center agent is to be a voice control or call control for one. If you couldn’t handle the candidate’s
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emotions, if you can mirror
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the candidate and understand that
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you are the guide, it makes your job very, very easy.
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You can take control of setting
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questions that you ask and
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you would gather more information
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based on that. It helps you in controlling your professionality
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or your profession basically in
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the call as well. That is
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so great. That’s a great
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answer too. I’m really fascinated
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by the selection of product
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knowledge because you’re right, providing
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the right information to the
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person is critical and knowing
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all the details and how
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it works. And that kind of goes
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I think along with problem
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solving too. When people come
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to you with a problem
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or you’re trying to figure
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out a solution for them,
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understanding that the product information
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is a good thing. It
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is. I love that you
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picked self control to as
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an option. I think together…
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They say that this whole
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list is sort of the
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basic skills and you guys
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have complemented each other very
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well on that list for
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sure. Thank you. number two,
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when we talk about problem
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solving and self control, it’s
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a good segue, is handling
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difficult customers. Do you guys
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have challenges with customers calling
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in? I know a lot
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of call centers and contact
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centers sometimes have customers who
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are frustrated or upset possibly
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with a policy or with
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a process or with the
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product and they call into
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the customer service representative to
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help them solve that problem.
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Do you guys experience that?
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And if you do, Neli,
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how do you advise your
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advisors to handle those situations?
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Firstly, our contact center is an outbound contact center where
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we actually call our candidates. Often
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than not, we do not
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get irate customers because remember
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our kind of service is
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different where these candidates are actually
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waiting, desperately waiting for this
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call from Harambee because this
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is more their last hope
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of actually changing their lives.
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However, what also makes it
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a bit easier for our advisors,
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the fact that themselves, they
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were once candidate. So everyone who works in
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the contact center was once
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a candidate. So those in
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the same position as the
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people they are talking to on the
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phone. Therefore,, when a candidate
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on the other line feeling
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like they depressed or they lost
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hope, they’re easily able to
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sort of bring them back,
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give them hope in a
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sense that they can relate
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to the situation, they can
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relate to their story. Therefore,
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it makes it a bit
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easier for both parties to actually
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make sure that the person
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on the other line is
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a bit warm and able to give
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us the information that we
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require to be able to
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assist them. But however, the
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second layer is yes, not
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100% where you get people
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who are willing to give
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information. And that example is really
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on the call that made
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Thapelo to win this competition,
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is someone was very skeptical
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because the first part of
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the call, we verify personal
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information. So now the question, why
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are you even asking me
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my ID number? So now
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our advisors are able to
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handle those objections and how
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we help them is we’ve
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got a great team of
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QA as well as the
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team leaders, our supervisors and the
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trainer. We are able to
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help them in terms of
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how to handle some of
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these objections. But the main
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00:12:59,020 –> 00:13:01,200
ingredient is really our advisors
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because they’ve been there, they’re able
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00:13:03,150 –> 00:13:05,220
to sort of make and
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relay the story to the
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next person to make sure that the warm up
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to the call. Yeah. Thapelo,
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00:13:14,560 –> 00:13:15,470
can you tell us a
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00:13:15,470 –> 00:13:17,060
little bit about that story
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where you were working with
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someone and they were really
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hesitant to work with you,
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and then how did you get
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00:13:26,710 –> 00:13:28,930
them… Obviously Neli, you talked
378
00:13:28,930 –> 00:13:31,230
a lot about empathy and
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being able to relate to
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the people who you’re speaking
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with. And so Thapelo, can
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you share a little bit about that as
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well? All right. I’d say
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the call for me was an
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eye opener. It made me
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realize that most of our
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candidates believe that there’s a lot of scams
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going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for.
389
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I had to also remind the candidate that we really want to help them and I had to show
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the candidate and make them
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understand that I too have been in their
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shoes. But holistically, I needed to
393
00:14:14,670 –> 00:14:17,300
remind them that as a
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00:14:17,300 –> 00:14:19,020
young South Africans, their journey
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is common and the call
396
00:14:20,920 –> 00:14:23,170
center department at Harambee has
397
00:14:23,430 –> 00:14:24,960
a lot of those agents who
398
00:14:24,960 –> 00:14:26,160
come from the same line.
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00:14:27,880 –> 00:14:28,080
And it was a bit difficult because the candidate had a lot
400
00:14:28,080 –> 00:14:33,770
of doubt, but he warmed
401
00:14:33,770 –> 00:14:35,350
up as soon as I shared with him that
402
00:14:35,810 –> 00:14:36,250
it is a free service
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00:14:36,250 –> 00:14:40,960
and we wanted to help them as best as we can. I’d say
404
00:14:40,960 –> 00:14:44,280
even customer complaints, even customer
405
00:14:44,280 –> 00:14:46,760
queries, they do also help
406
00:14:46,910 –> 00:14:47,930
us as agents to better
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00:14:47,930 –> 00:14:50,910
ourselves and in handling the
408
00:14:50,910 –> 00:14:52,190
next candidate that has a
409
00:14:52,190 –> 00:14:54,980
similar problem. I would say
410
00:14:54,980 –> 00:14:58,770
we draw a lot of energy from those complaints because they help us in
411
00:14:58,770 –> 00:15:02,490
improving services. And the team as Neli
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as highlighted have put aside
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00:15:06,710 –> 00:15:07,590
the procedures in order for
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00:15:07,910 –> 00:15:10,530
us to handle those queries.
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00:15:11,530 –> 00:15:12,130
And it’s something that we really, really
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00:15:14,160 –> 00:15:16,750
as agents like and enjoy
417
00:15:16,840 –> 00:15:18,710
doing, making someone understand the
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00:15:18,710 –> 00:15:21,930
importance or Harambee in essence
419
00:15:22,480 –> 00:15:25,530
to their life. Yeah. And I think it is
420
00:15:25,530 –> 00:15:26,590
great too that you guys
421
00:15:26,590 –> 00:15:29,600
have that experience as well that you can
422
00:15:29,600 –> 00:15:31,760
share with them since you’ve
423
00:15:31,760 –> 00:15:33,390
been in the same situation
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and you can relate to
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00:15:34,470 –> 00:15:35,530
what they’re saying, but then
426
00:15:35,530 –> 00:15:36,940
also that’s convincing to them
427
00:15:36,940 –> 00:15:39,440
as well. Just having that
428
00:15:39,440 –> 00:15:41,280
human empathy though, just that
429
00:15:41,280 –> 00:15:43,170
human element of wanting to
430
00:15:43,170 –> 00:15:46,480
help someone and to understand their situation
431
00:15:46,950 –> 00:15:47,810
I think goes a long
432
00:15:47,810 –> 00:15:50,000
way in customer service, for
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00:15:50,000 –> 00:15:53,380
sure. Absolutely. I think one
434
00:15:53,380 –> 00:15:54,300
of the main thing as
435
00:15:54,300 –> 00:15:56,570
well is being connected to
436
00:15:56,570 –> 00:15:59,680
the Harambee[inaudible 00:00:15:57]. And our
437
00:15:59,680 –> 00:16:01,990
space really is about anyone
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00:16:01,990 –> 00:16:03,390
who works in the organization,
439
00:16:03,390 –> 00:16:04,250
you really have to be
440
00:16:04,250 –> 00:16:05,760
a good fit for what
441
00:16:05,760 –> 00:16:07,640
we’re driving as Harambee, for what
442
00:16:07,640 –> 00:16:09,940
we stand for. So being
443
00:16:09,940 –> 00:16:11,640
connected to the purpose as Harambee, it
444
00:16:12,370 –> 00:16:14,000
really plays a huge role
445
00:16:14,000 –> 00:16:16,860
where people still feel energized
446
00:16:16,860 –> 00:16:17,940
to come to work because
447
00:16:17,940 –> 00:16:20,230
it’s really not about target.
448
00:16:20,680 –> 00:16:21,680
In our space, we use
449
00:16:21,680 –> 00:16:22,840
a language, where how many
450
00:16:22,840 –> 00:16:24,240
lives did you change on
451
00:16:24,240 –> 00:16:25,990
a daily basis? Wow! It’s
452
00:16:25,990 –> 00:16:28,670
not really about how many in
453
00:16:28,670 –> 00:16:30,830
terms of how many, in
454
00:16:30,830 –> 00:16:31,930
other industries they will tell
455
00:16:31,930 –> 00:16:32,960
you about the target. You need
456
00:16:32,960 –> 00:16:33,920
to make 20 or you
457
00:16:33,920 –> 00:16:34,750
need to have spoken to
458
00:16:34,750 –> 00:16:36,270
50 people. We don’t use
459
00:16:36,270 –> 00:16:37,390
that language at all because
460
00:16:37,390 –> 00:16:39,090
you understand what Harambee is
461
00:16:39,090 –> 00:16:40,400
all about. We use a
462
00:16:40,400 –> 00:16:42,700
simple language, how many lives
463
00:16:42,840 –> 00:16:43,690
did you change on a
464
00:16:43,690 –> 00:16:44,980
daily basis, which makes it
465
00:16:44,980 –> 00:16:46,570
easy for the negative for
466
00:16:46,570 –> 00:16:48,430
the advisors to really wake
467
00:16:48,430 –> 00:16:49,560
up in the morning, come
468
00:16:49,560 –> 00:16:50,390
to work because they are
469
00:16:50,390 –> 00:16:52,570
driven by these peoples. I
470
00:16:52,570 –> 00:16:53,400
want to go to work
471
00:16:53,400 –> 00:16:55,260
because I really want to
472
00:16:55,260 –> 00:16:57,850
change lives. That’s all it
473
00:16:57,850 –> 00:17:00,350
is in our space. That’s
474
00:17:00,350 –> 00:17:03,710
amazing. Yeah, that is… When
475
00:17:03,710 –> 00:17:05,730
we talk about metrics and
476
00:17:07,250 –> 00:17:08,260
it’s nice to hear this
477
00:17:08,260 –> 00:17:11,920
different side of service where
478
00:17:12,310 –> 00:17:13,370
you can have an 18
479
00:17:13,370 –> 00:17:15,530
minute call and you can,
480
00:17:16,010 –> 00:17:17,620
change someone’s life on a
481
00:17:17,620 –> 00:17:19,500
daily basis. That’s pretty powerful.
482
00:17:20,140 –> 00:17:22,440
Yeah, it is. I’d say
483
00:17:22,840 –> 00:17:26,110
what satisfies us as agents is the
484
00:17:26,110 –> 00:17:29,290
fact that when you assist
485
00:17:29,290 –> 00:17:31,020
someone, you don’t get anything
486
00:17:32,350 –> 00:17:33,240
back. But the fact that you
487
00:17:34,320 –> 00:17:36,230
have changed someone’s life or
488
00:17:36,230 –> 00:17:39,340
situation is more and more complimentary than
489
00:17:39,340 –> 00:17:41,980
anything else. It means that
490
00:17:41,980 –> 00:17:47,090
you regenerate a goal of loyalty between us and candidates. And
491
00:17:47,090 –> 00:17:48,340
it’s much more easier for
492
00:17:48,340 –> 00:17:50,610
them to even refer us to other
493
00:17:51,120 –> 00:17:55,430
young South Africans who are seeking help. I’d say the candidate that we are
494
00:17:55,430 –> 00:17:59,670
on the phone now is really the candidate that you want to help. So
495
00:18:00,770 –> 00:18:04,400
case by case, every case is important. Every call
496
00:18:04,400 –> 00:18:07,570
that we meet is entirely to change someone’s life.
497
00:18:08,080 –> 00:18:13,370
So that’s what we stand for and that’s the culture here. is amazing.
498
00:18:14,940 –> 00:18:16,870
It’s a nice transition into
499
00:18:17,460 –> 00:18:19,020
our next point, which is
500
00:18:19,020 –> 00:18:22,530
about recognizing and rewarding agents.
501
00:18:22,600 –> 00:18:24,850
Because you said that’s your
502
00:18:24,850 –> 00:18:26,310
reward for you is that
503
00:18:26,310 –> 00:18:27,320
you get to change people’s
504
00:18:27,320 –> 00:18:30,360
lives. Obviously, we recognized you
505
00:18:30,360 –> 00:18:32,010
in the CX Heroes program
506
00:18:32,580 –> 00:18:34,400
for Genesys and you joined
507
00:18:34,400 –> 00:18:35,700
us on the main stage
508
00:18:35,700 –> 00:18:38,070
in Amsterdam, which was fantastic.
509
00:18:38,690 –> 00:18:39,650
And for all of you
510
00:18:40,020 –> 00:18:42,030
who’s listening, check out the
511
00:18:42,160 –> 00:18:45,280
genesys. com/ cxheroes landing page.
512
00:18:45,570 –> 00:18:48,060
You can see Thapelo’s blog
513
00:18:48,060 –> 00:18:50,160
post about his story and
514
00:18:50,160 –> 00:18:51,400
we’re uploading a new video
515
00:18:51,400 –> 00:18:53,870
there soon too, highlighting Thapelo
516
00:18:53,910 –> 00:18:55,810
and hearing his story on
517
00:18:55,810 –> 00:18:58,900
camera. CX Heroes is a
518
00:18:58,900 –> 00:19:02,180
great program where anyone out
519
00:19:02,180 –> 00:19:03,690
there, anywhere around the world
520
00:19:03,690 –> 00:19:06,260
can recognize an agent or
521
00:19:06,260 –> 00:19:07,950
a service rep or an
522
00:19:07,950 –> 00:19:10,150
advisor, a manager, or a
523
00:19:10,150 –> 00:19:13,250
supervisor for providing great customer
524
00:19:13,250 –> 00:19:15,880
service. Just listening, caring, having
525
00:19:15,880 –> 00:19:17,910
empathy, or just solving a
526
00:19:17,910 –> 00:19:19,560
problem in a unique way.
527
00:19:20,140 –> 00:19:20,730
And you can read some
528
00:19:20,730 –> 00:19:21,640
of the stories up there,
529
00:19:21,640 –> 00:19:23,330
but the nomination form’s there,
530
00:19:23,330 –> 00:19:24,520
just fill out the form
531
00:19:24,520 –> 00:19:27,680
and tell your story. And
532
00:19:27,870 –> 00:19:29,650
then we received the nominations
533
00:19:29,650 –> 00:19:31,380
and we select them, the
534
00:19:31,380 –> 00:19:32,360
stories that we’re going to
535
00:19:32,360 –> 00:19:34,360
tell and we do video
536
00:19:34,360 –> 00:19:35,340
as well as blogs and
537
00:19:35,340 –> 00:19:36,420
social media. So I would
538
00:19:36,420 –> 00:19:38,410
encourage you to submit stories
539
00:19:38,410 –> 00:19:40,260
if you’re listening because it
540
00:19:40,260 –> 00:19:43,270
does recognize your agents and
541
00:19:43,740 –> 00:19:44,810
your company as well for
542
00:19:44,810 –> 00:19:46,920
providing great service. How do
543
00:19:46,920 –> 00:19:50,110
you guys, Neli, internally, do
544
00:19:50,110 –> 00:19:51,330
you guys have any internal
545
00:19:51,330 –> 00:19:52,920
program that you guys use
546
00:19:52,920 –> 00:19:55,530
to recognize your advisors for
547
00:19:55,530 –> 00:19:57,650
doing good work? Yes, we
548
00:19:57,650 –> 00:19:59,650
do, but what is important
549
00:19:59,650 –> 00:20:01,210
is we do not drive
550
00:20:01,210 –> 00:20:04,670
any monetary rewards, as I
551
00:20:04,670 –> 00:20:06,480
said, because we really want
552
00:20:06,480 –> 00:20:08,810
the team to be connected
553
00:20:08,810 –> 00:20:10,720
to the purpose. However, on
554
00:20:10,720 –> 00:20:13,420
a monthly basis, we award
555
00:20:13,960 –> 00:20:16,760
our overall top achiever in
556
00:20:16,760 –> 00:20:17,810
a sense that we look
557
00:20:17,810 –> 00:20:19,500
at adherence. For us, as
558
00:20:19,500 –> 00:20:21,450
I alluded earlier on the
559
00:20:21,720 –> 00:20:24,070
changing of lives, we really
560
00:20:24,070 –> 00:20:25,240
bring it back when we
561
00:20:25,240 –> 00:20:26,730
reward people at the end
562
00:20:26,730 –> 00:20:27,870
of the month where we
563
00:20:28,400 –> 00:20:30,680
look at, were you punctual?
564
00:20:30,680 –> 00:20:31,510
Do you come to work
565
00:20:31,510 –> 00:20:32,830
on time? Because we look
566
00:20:32,830 –> 00:20:33,750
at, if you are late
567
00:20:33,750 –> 00:20:34,900
for five minutes or 10
568
00:20:34,900 –> 00:20:36,070
minutes, we really link it
569
00:20:36,190 –> 00:20:37,780
back to say you’ve missed
570
00:20:37,780 –> 00:20:39,640
an opportunity to change someone’s
571
00:20:39,640 –> 00:20:40,890
life in the 10 minutes.
572
00:20:41,200 –> 00:20:42,130
So we don’t really talk
573
00:20:42,130 –> 00:20:44,130
about you are late, but
574
00:20:44,130 –> 00:20:45,130
we relate it back to
575
00:20:45,360 –> 00:20:47,550
really seeing the importance and
576
00:20:47,550 –> 00:20:49,030
the impact of you being
577
00:20:49,030 –> 00:20:51,120
late to work. Therefore, we
578
00:20:51,120 –> 00:20:52,260
reward them in the sense
579
00:20:52,260 –> 00:20:55,250
that the adherence to schedule
580
00:20:55,520 –> 00:20:56,990
and how many lives did
581
00:20:56,990 –> 00:20:58,900
you change, but especially the one
582
00:20:58,900 –> 00:21:00,260
big element is really about the
583
00:21:00,260 –> 00:21:01,960
quality. We’re not really looking
584
00:21:01,960 –> 00:21:02,910
at the number of lives that
585
00:21:03,190 –> 00:21:04,060
you changed, but the quality
586
00:21:04,060 –> 00:21:05,500
of the conversation that you
587
00:21:05,500 –> 00:21:07,720
have. And what also is
588
00:21:07,720 –> 00:21:10,110
important in these monthly meetings
589
00:21:10,180 –> 00:21:11,160
that we normally have where
590
00:21:11,160 –> 00:21:13,070
we recognize our team, it’s
591
00:21:13,070 –> 00:21:15,460
really about we give them certificated
592
00:21:15,460 –> 00:21:16,760
at the end of the
593
00:21:16,760 –> 00:21:19,700
session and importantly, even the
594
00:21:19,700 –> 00:21:21,870
candidate themselves, that we actually match
595
00:21:22,620 –> 00:21:23,830
to these candidates. They do
596
00:21:23,830 –> 00:21:24,970
come through to the contact
597
00:21:24,970 –> 00:21:27,150
center, where now they meet the
598
00:21:27,150 –> 00:21:28,530
person who they spoke to
599
00:21:28,530 –> 00:21:29,990
over the phone just to
600
00:21:29,990 –> 00:21:32,230
show appreciation. And I can
601
00:21:32,230 –> 00:21:34,060
tell you Jill, the atmosphere
602
00:21:34,500 –> 00:21:35,930
in the room, it’s something
603
00:21:35,930 –> 00:21:36,490
else where you are now
604
00:21:36,490 –> 00:21:39,130
meeting the person you spoke
605
00:21:39,130 –> 00:21:40,850
to over the phone. Now,
606
00:21:40,970 –> 00:21:42,490
actually the advisor is meeting
607
00:21:42,490 –> 00:21:43,420
the person who they were
608
00:21:43,420 –> 00:21:44,600
talking to on the phone.
609
00:21:45,000 –> 00:21:46,970
So that magic is what we do on
610
00:21:46,970 –> 00:21:48,440
a monthly basis where we
611
00:21:48,440 –> 00:21:49,560
make sure that we invite
612
00:21:49,560 –> 00:21:51,220
someone we’ve placed who are
613
00:21:51,220 –> 00:21:52,350
coming to the contact center
614
00:21:52,510 –> 00:21:53,590
to make sure that we
615
00:21:53,590 –> 00:21:55,580
reignite that energy, that spirit
616
00:21:56,120 –> 00:21:57,100
to make sure that what we do
617
00:21:57,100 –> 00:21:58,140
is not just a dream.
618
00:21:58,320 –> 00:21:59,550
It’s really something that it’s
619
00:21:59,550 –> 00:22:01,650
happening, it’s real, and the
620
00:22:01,650 –> 00:22:03,670
person that we are speaking to is actually next
621
00:22:03,670 –> 00:22:05,500
to them. Yeah, and it’s
622
00:22:05,500 –> 00:22:07,610
so inspirational too for everyone
623
00:22:08,300 –> 00:22:08,980
to be a part of
624
00:22:08,980 –> 00:22:15,640
that moment with your candidate. an
625
00:22:15,640 –> 00:22:18,650
agent, from my side, I
626
00:22:18,650 –> 00:22:20,730
think it’s much more satisfactory
627
00:22:21,650 –> 00:22:23,020
whenever you see someone that
628
00:22:23,020 –> 00:22:32,420
you assisted or hear a story about someone that you assisted. It’s great to hear such stories. But whenever
629
00:22:32,420 –> 00:22:32,720
you hear it, it’s more
630
00:22:32,720 –> 00:22:32,960
satisfactory than anything else. I
631
00:22:37,590 –> 00:22:40,480
think the initiative, I think the team also
632
00:22:40,480 –> 00:22:41,440
wants to come up with
633
00:22:41,990 –> 00:22:45,610
new ideas in order to incentivize, in order to just
634
00:22:46,080 –> 00:22:54,910
remind us of the cause and why we do this. So it doesn’t… Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think
635
00:22:55,320 –> 00:22:56,520
there’s something face to face
636
00:22:56,520 –> 00:22:57,210
too. When you get to
637
00:22:57,210 –> 00:22:58,470
meet people face to face
638
00:22:58,470 –> 00:23:00,690
too, it’s a special moment.
639
00:23:01,470 –> 00:23:05,820
Yeah. talk a little bit about the loyalty
640
00:23:05,820 –> 00:23:08,530
or the word of mouth
641
00:23:08,530 –> 00:23:09,840
that sort of happens for
642
00:23:10,060 –> 00:23:11,610
Harambee and what that might
643
00:23:11,610 –> 00:23:12,590
look like. So as we
644
00:23:12,590 –> 00:23:16,670
know, turning customers into… Giving
645
00:23:16,670 –> 00:23:19,090
a positive customer service experience
646
00:23:19,150 –> 00:23:21,940
turns customers to being loyal
647
00:23:21,940 –> 00:23:25,210
to your company or your
648
00:23:25,210 –> 00:23:28,250
product or your brand. And
649
00:23:28,250 –> 00:23:29,150
so you talked a little
650
00:23:29,150 –> 00:23:30,740
bit about this earlier, and
651
00:23:30,740 –> 00:23:31,640
so I’d like to expand
652
00:23:31,640 –> 00:23:33,040
more on it, but when
653
00:23:33,040 –> 00:23:36,640
you place someone, do they
654
00:23:36,640 –> 00:23:37,890
go out and tell other
655
00:23:37,890 –> 00:23:39,410
people like, I got this
656
00:23:39,410 –> 00:23:42,290
job and I’m supporting, helping
657
00:23:42,290 –> 00:23:44,390
my family now and what
658
00:23:44,390 –> 00:23:45,420
does that word of mouth
659
00:23:45,420 –> 00:23:46,380
look like or how does
660
00:23:46,380 –> 00:23:48,440
that work for you all?
661
00:23:49,460 –> 00:23:51,570
Yep. A typical example is
662
00:23:51,570 –> 00:23:52,950
the call that made Thapelo
663
00:23:53,880 –> 00:23:58,890
win this competition. heard about Harambee
664
00:23:59,520 –> 00:24:01,060
from someone in his neighbor.
665
00:24:01,890 –> 00:24:03,810
So that person was assisted
666
00:24:03,810 –> 00:24:06,340
by Harambee and therefore our
667
00:24:06,990 –> 00:24:11,090
candidates, they’re more able to
668
00:24:11,090 –> 00:24:12,740
refer other people because of
669
00:24:12,740 –> 00:24:14,110
the service they’ve got. And
670
00:24:14,110 –> 00:24:15,240
not because they’ve got a
671
00:24:15,240 –> 00:24:17,510
job necessarily, but remember that our
672
00:24:17,670 –> 00:24:19,040
conversation is not really about
673
00:24:19,040 –> 00:24:20,520
placing people to a job, but it’s
674
00:24:20,520 –> 00:24:22,350
also about giving them skills
675
00:24:22,560 –> 00:24:23,590
to make sure that they
676
00:24:23,590 –> 00:24:24,700
can still be able to
677
00:24:24,700 –> 00:24:27,130
go out and seek employment
678
00:24:27,170 –> 00:24:28,580
on their own without really
679
00:24:28,890 –> 00:24:30,700
and being placed by us.
680
00:24:30,950 –> 00:24:32,370
But the conversation that we
681
00:24:32,370 –> 00:24:34,360
have and the readiness program
682
00:24:34,360 –> 00:24:36,040
that as Harambee we provide
683
00:24:36,530 –> 00:24:39,610
enables them to actually gain
684
00:24:39,610 –> 00:24:41,390
more skills, and that skills
685
00:24:41,390 –> 00:24:42,130
that they can actually practice
686
00:24:43,070 –> 00:24:44,640
is they go out and
687
00:24:44,640 –> 00:24:46,550
seeking for employment. So for
688
00:24:46,550 –> 00:24:48,590
us really our candidates, they are actually
689
00:24:48,590 –> 00:24:50,740
our… They spread the word
690
00:24:50,790 –> 00:24:52,050
of what we do as
691
00:24:52,420 –> 00:24:54,290
Harambee and that makes it really
692
00:24:54,290 –> 00:24:56,150
easy on our side. Even
693
00:24:56,150 –> 00:24:57,440
though we are on Facebook,
694
00:24:57,760 –> 00:24:58,410
we are on WhatsApp and
695
00:24:59,230 –> 00:25:00,650
all other platforms, but our
696
00:25:00,650 –> 00:25:02,810
real big ingredient is really
697
00:25:02,810 –> 00:25:04,110
the word of mouth. Because
698
00:25:04,680 –> 00:25:06,680
for us, every conversation is
699
00:25:06,680 –> 00:25:08,200
just not a number, it’s
700
00:25:08,200 –> 00:25:09,880
a life that we’re talking to, it’s
701
00:25:10,090 –> 00:25:11,790
a life that we’re changing. Therefore,
702
00:25:12,000 –> 00:25:13,220
the connection and the importance
703
00:25:13,220 –> 00:25:15,450
of that conversation makes it…
704
00:25:15,650 –> 00:25:16,970
It has a huge impact
705
00:25:16,970 –> 00:25:18,690
than just someone you just
706
00:25:18,690 –> 00:25:20,000
met and that’s it, or
707
00:25:20,000 –> 00:25:22,170
someone more like of a hit and run,
708
00:25:22,430 –> 00:25:23,490
what you normally find in
709
00:25:23,490 –> 00:25:24,730
other places. But for us, it’s really
710
00:25:25,090 –> 00:25:26,620
the impact that we have in
711
00:25:26,740 –> 00:25:28,650
each and every conversation that we have with
712
00:25:28,650 –> 00:25:33,020
our candidates. That is fascinating.
713
00:25:33,020 –> 00:25:36,240
And what a great story
714
00:25:36,240 –> 00:25:37,660
about word of mouth marketing
715
00:25:37,890 –> 00:25:40,040
or word of mouth validation
716
00:25:40,040 –> 00:25:42,500
for advocacy and creating loyal
717
00:25:42,500 –> 00:25:45,610
customers. That’s a pretty powerful
718
00:25:45,610 –> 00:25:47,240
moment when people are talking
719
00:25:47,240 –> 00:25:50,520
about your program in their
720
00:25:50,520 –> 00:25:53,900
communities so often. And not
721
00:25:53,900 –> 00:25:55,780
only do they just refer,
722
00:25:55,780 –> 00:25:56,710
but some of them, they
723
00:25:56,710 –> 00:25:57,770
even come back to the
724
00:25:57,770 –> 00:25:59,960
office and say, I’ve got
725
00:25:59,960 –> 00:26:01,210
a job and thanks to
726
00:26:01,210 –> 00:26:02,900
you, Harambee, I am who I
727
00:26:02,900 –> 00:26:04,010
am today because of your assistance.
728
00:26:04,930 –> 00:26:06,170
So it’s really about that
729
00:26:06,170 –> 00:26:07,800
impact with people. We give
730
00:26:07,800 –> 00:26:09,590
them skills as small as,
731
00:26:10,010 –> 00:26:11,750
did that actually to increase
732
00:26:11,750 –> 00:26:13,220
your chances of being employed,
733
00:26:13,440 –> 00:26:14,400
you need to have a
734
00:26:14,400 –> 00:26:16,630
driver’s license. People start thinking
735
00:26:16,630 –> 00:26:18,100
about, okay, how do I
736
00:26:18,170 –> 00:26:19,590
go about getting my license?
737
00:26:19,590 –> 00:26:20,530
As soon as they get
738
00:26:20,530 –> 00:26:22,220
that piece of paper, which
739
00:26:22,220 –> 00:26:23,940
now validates them as drivers,
740
00:26:23,940 –> 00:26:27,620
they come to the office
741
00:26:28,510 –> 00:26:29,830
and show us and say, here’s
742
00:26:31,120 –> 00:26:33,460
my driver’s license and we
743
00:26:33,460 –> 00:26:35,040
celebrate with them. So those
744
00:26:35,040 –> 00:26:36,660
stories are those stories that we
745
00:26:36,660 –> 00:26:39,010
really find, they’re more impactful
746
00:26:39,010 –> 00:26:40,240
than anything else that we
747
00:26:40,240 –> 00:26:43,880
can ever speak about. Yeah,
748
00:26:43,950 –> 00:26:45,100
because you really are changing
749
00:26:45,100 –> 00:26:51,840
lives. I mean it’s for[crosstalk 00:26:48]. So
750
00:26:51,840 –> 00:26:53,220
in getting into number five
751
00:26:53,220 –> 00:26:55,060
here and Thapelo, I would love
752
00:26:55,060 –> 00:26:56,420
to hear your insight on
753
00:26:56,420 –> 00:27:00,560
this. We talk about personalization
754
00:27:00,590 –> 00:27:02,500
in customer service a lot,
755
00:27:02,500 –> 00:27:05,770
but personalization sometimes isn’t done
756
00:27:05,770 –> 00:27:07,170
the right way. It’s done
757
00:27:08,150 –> 00:27:09,510
where you’re getting targeted by
758
00:27:09,510 –> 00:27:13,900
an ad or you’re just
759
00:27:13,900 –> 00:27:17,070
a number in a data.
760
00:27:17,460 –> 00:27:19,210
And so this is great
761
00:27:19,210 –> 00:27:20,150
now like because you just touched
762
00:27:20,150 –> 00:27:21,420
on this too is we
763
00:27:21,420 –> 00:27:22,410
don’t look at people as
764
00:27:22,410 –> 00:27:24,980
numbers. But often customer service,
765
00:27:24,980 –> 00:27:26,020
there are numbers and there’s
766
00:27:26,720 –> 00:27:28,610
data from them and people
767
00:27:28,820 –> 00:27:30,830
are getting targeted based off
768
00:27:30,830 –> 00:27:33,510
of their persona. At Genesys,
769
00:27:33,510 –> 00:27:34,420
We like to talk about
770
00:27:34,420 –> 00:27:36,500
it as personalization more as
771
00:27:36,500 –> 00:27:37,980
a unique experience. And I
772
00:27:38,330 –> 00:27:39,900
think Harambee is perfect for this,
773
00:27:39,900 –> 00:27:41,660
right? Because you guys are
774
00:27:41,660 –> 00:27:43,900
giving unique experiences every day,
775
00:27:43,900 –> 00:27:45,290
every time you’re on the
776
00:27:45,290 –> 00:27:47,240
phone with someone. But we
777
00:27:47,240 –> 00:27:48,470
like to talk about how
778
00:27:49,470 –> 00:27:53,240
the customers, personalization is really
779
00:27:53,240 –> 00:27:55,320
about them being treated special
780
00:27:55,320 –> 00:27:57,690
and unique and that there
781
00:27:57,690 –> 00:27:59,380
is information coming in about
782
00:27:59,380 –> 00:28:00,960
them, but that information is
783
00:28:00,960 –> 00:28:02,870
actually is used to help
784
00:28:02,870 –> 00:28:06,140
them to have a better
785
00:28:06,140 –> 00:28:07,740
service or a better experience.
786
00:28:09,470 –> 00:28:10,330
And so I’d like to
787
00:28:10,330 –> 00:28:11,470
hear what you guys think
788
00:28:11,470 –> 00:28:14,800
about that. Thapelo, start with
789
00:28:14,800 –> 00:28:17,170
you on how do you
790
00:28:17,170 –> 00:28:19,710
make your customers feel unique
791
00:28:19,710 –> 00:28:20,750
or special? And I’m sure
792
00:28:20,750 –> 00:28:22,300
all their stories are unique,
793
00:28:22,650 –> 00:28:24,010
but is there a certain
794
00:28:24,010 –> 00:28:24,930
thing that you do to
795
00:28:24,930 –> 00:28:26,890
help them feel like they’re
796
00:28:26,890 –> 00:28:28,770
the only customer or candidate
797
00:28:28,770 –> 00:28:29,700
in the world right now
798
00:28:29,700 –> 00:28:30,540
that you’re with on the
799
00:28:30,540 –> 00:28:34,610
phone? All right. I’d say as we’ve highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we
800
00:28:35,460 –> 00:28:56,730
as agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work,
801
00:29:02,630 –> 00:29:04,670
I’d say being polite, being flexible, being
802
00:29:06,490 –> 00:29:11,840
attentive contributes very well in gathering the right information.
803
00:29:12,240 –> 00:29:13,580
I’d say I also tend
804
00:29:13,580 –> 00:29:15,790
to be a bit personal.
805
00:29:16,390 –> 00:29:17,910
I tend to warm up
806
00:29:17,910 –> 00:29:19,940
to candidates as well. And
807
00:29:21,160 –> 00:29:23,310
I ask questions that really, really
808
00:29:23,380 –> 00:29:26,110
at times would make someone
809
00:29:26,110 –> 00:29:27,710
think. I do motivate as
810
00:29:27,710 –> 00:29:33,220
well. I believe our scripts nowadays, we do give. What that means
811
00:29:33,220 –> 00:29:35,020
is basically we do motivate.
812
00:29:35,060 –> 00:29:39,240
Whenever there’s an opportunity to study, we
813
00:29:39,240 –> 00:29:41,290
do refer candidates on where to go
814
00:29:41,290 –> 00:29:42,900
in terms of study. So
815
00:29:42,900 –> 00:29:44,710
it becomes more personal. It
816
00:29:44,710 –> 00:29:47,700
doesn’t really become more, give
817
00:29:47,700 –> 00:29:50,330
me data. It’s more, let’s
818
00:29:50,330 –> 00:29:52,170
have a relationship, let’s build
819
00:29:52,170 –> 00:29:52,840
a relationship where this training
820
00:29:52,840 –> 00:29:59,750
will work for both of us. So it’s a small view us
821
00:30:00,010 –> 00:30:15,840
as agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So
822
00:30:15,840 –> 00:30:17,370
just to add on that, Jill, is
823
00:30:17,370 –> 00:30:19,680
that really what makes our
824
00:30:20,320 –> 00:30:22,700
candidates unique is the fact
825
00:30:22,700 –> 00:30:24,570
that the conversation, it’s really
826
00:30:24,610 –> 00:30:28,380
about that individual. So we
827
00:30:28,380 –> 00:30:29,600
do not have a script.
828
00:30:29,900 –> 00:30:31,630
What we have is more
829
00:30:31,630 –> 00:30:33,290
of guidelines of some of
830
00:30:33,660 –> 00:30:34,790
the questions that they need to ask, but
831
00:30:34,880 –> 00:30:36,700
really the conversation is about
832
00:30:36,930 –> 00:30:38,140
the response you get from
833
00:30:38,140 –> 00:30:39,690
the candidate. That’s what drives
834
00:30:39,690 –> 00:30:41,750
the conversation. So it’s not
835
00:30:41,750 –> 00:30:42,580
really… We don’t have the
836
00:30:43,160 –> 00:30:44,620
blanket approach on each and
837
00:30:44,620 –> 00:30:47,030
every conversation. It’s really driven
838
00:30:47,030 –> 00:30:48,090
by the response you get
839
00:30:48,090 –> 00:30:49,360
from a candidate from you
840
00:30:49,650 –> 00:30:51,360
listening to the candidate on the
841
00:30:53,870 –> 00:30:55,960
other line. It makes you to really
842
00:30:55,960 –> 00:30:58,020
be able to give the
843
00:30:58,020 –> 00:30:59,820
information that they need. For
844
00:30:59,820 –> 00:31:02,940
example, if someone says, I
845
00:31:02,990 –> 00:31:05,020
completed my[ foreign language 00:31:00]. in our
846
00:31:05,020 –> 00:31:06,460
language, that is like the
847
00:31:06,850 –> 00:31:09,380
highest high school and someone
848
00:31:09,440 –> 00:31:13,560
who’s completed university, they advise that
849
00:31:13,660 –> 00:31:14,930
you’re going to give, all the tip
850
00:31:15,060 –> 00:31:16,220
you’re going to give can never be the
851
00:31:16,220 –> 00:31:18,420
same because these people are
852
00:31:18,420 –> 00:31:20,230
not in the same space
853
00:31:20,660 –> 00:31:22,800
in their lives. Therefore, every
854
00:31:22,800 –> 00:31:25,220
conversation is unique to that
855
00:31:25,220 –> 00:31:26,960
individual. So it’s not like
856
00:31:26,960 –> 00:31:28,240
a script where you have
857
00:31:28,280 –> 00:31:29,360
to ask this question and,
858
00:31:29,360 –> 00:31:30,780
and, and, but it’s really
859
00:31:30,780 –> 00:31:32,760
about the conversation depending on
860
00:31:33,100 –> 00:31:34,530
the conversation that you have or the
861
00:31:34,530 –> 00:31:36,120
responses that you get from
862
00:31:36,120 –> 00:31:37,770
the candidate. So that makes it a
863
00:31:37,770 –> 00:31:41,590
unique, individual, and unique conversation
864
00:31:41,590 –> 00:31:43,130
because you can find that
865
00:31:43,130 –> 00:31:44,410
you’ve spoken to five people,
866
00:31:44,410 –> 00:31:45,850
but the tips that you gave that
867
00:31:45,850 –> 00:31:47,840
person, they’re different depending on
868
00:31:47,840 –> 00:31:51,270
their circumstances, depending on their background, depending on where
869
00:31:51,270 –> 00:31:53,220
they are at this point in time.
870
00:31:54,440 –> 00:31:55,990
Yeah. And the foundation of
871
00:31:55,990 –> 00:31:57,530
your organization is set up
872
00:31:57,530 –> 00:31:58,810
that way. So I think
873
00:31:58,810 –> 00:32:01,970
that… Right? Like it’s helpful
874
00:32:01,970 –> 00:32:06,930
that policy or the program
875
00:32:06,930 –> 00:32:07,640
is set up in a
876
00:32:07,640 –> 00:32:09,480
way to empower you all,
877
00:32:09,620 –> 00:32:12,220
the employees, to give the
878
00:32:12,220 –> 00:32:13,430
best service you can and
879
00:32:13,540 –> 00:32:14,420
to treat everyone as a
880
00:32:14,420 –> 00:32:18,180
unique individual. And the KPIs and the
881
00:32:18,180 –> 00:32:19,230
metrics are set up to
882
00:32:19,230 –> 00:32:21,510
support that as well. But
883
00:32:21,510 –> 00:32:22,160
I think it’s a great
884
00:32:22,160 –> 00:32:24,400
example of how it starts
885
00:32:24,400 –> 00:32:25,930
with everyone in the entire
886
00:32:25,930 –> 00:32:28,850
company to make sure that
887
00:32:28,850 –> 00:32:30,110
everyone’s on the same page
888
00:32:30,110 –> 00:32:31,580
in providing that service, that
889
00:32:31,580 –> 00:32:34,080
unique service to your candidates.
890
00:32:34,460 –> 00:32:35,200
Do you agree with that?[crosstalk 00:
891
00:32:35,200 –> 00:32:39,740
32: 36]. sometimes there’s a
892
00:32:39,740 –> 00:32:44,510
mix bag of… Supervisors and
893
00:32:44,510 –> 00:32:45,920
managers might want things one
894
00:32:45,920 –> 00:32:49,220
way and the executives might
895
00:32:49,290 –> 00:32:50,450
want things another way, but
896
00:32:50,450 –> 00:32:52,040
your entire company has come
897
00:32:52,040 –> 00:32:54,900
together on this is how
898
00:32:54,900 –> 00:32:56,930
we provide great service to
899
00:32:56,930 –> 00:32:59,430
these candidates, and this is
900
00:32:59,430 –> 00:33:00,260
what this looks like and
901
00:33:00,260 –> 00:33:01,410
everyone’s in agreement with it.
902
00:33:02,720 –> 00:33:04,670
Absolutely. So I think even
903
00:33:04,670 –> 00:33:06,170
from… With the executives, with
904
00:33:06,270 –> 00:33:08,190
managers, and then the recruitment
905
00:33:08,190 –> 00:33:10,060
process is rigorous in the sense
906
00:33:10,060 –> 00:33:12,360
that you go through couple
907
00:33:12,360 –> 00:33:14,540
of interviews. The main thing
908
00:33:14,540 –> 00:33:17,410
that really we want to
909
00:33:17,410 –> 00:33:19,160
figure out in the entire process
910
00:33:19,160 –> 00:33:23,100
is really, are you a good fit to Harambee policies
911
00:33:23,100 –> 00:33:25,890
to the Harambee culture? Because we understand it’s
912
00:33:25,890 –> 00:33:27,630
not really about… Even if
913
00:33:27,630 –> 00:33:29,210
you can have a call
914
00:33:29,210 –> 00:33:30,820
center experience, but are you a good
915
00:33:30,820 –> 00:33:32,430
fit to what we stand
916
00:33:32,430 –> 00:33:33,960
for as Harambee. Hence, our
917
00:33:33,960 –> 00:33:35,740
recruitment. Hence, we believe that
918
00:33:35,740 –> 00:33:37,500
anyone and everyone who’s in
919
00:33:37,500 –> 00:33:39,760
this organization is really a
920
00:33:39,760 –> 00:33:41,140
fit because they went through
921
00:33:41,140 –> 00:33:42,330
all these steps to make
922
00:33:42,330 –> 00:33:43,860
sure that they do fit
923
00:33:43,860 –> 00:33:46,990
into our culture. That’s wonderful.
924
00:33:47,400 –> 00:33:49,470
Yeah, it’s a great model
925
00:33:50,350 –> 00:33:53,190
on how contact center or
926
00:33:53,190 –> 00:33:54,940
outbound call center could be
927
00:33:55,300 –> 00:33:58,090
managed and ran and the
928
00:33:58,090 –> 00:33:59,170
quality of service that you
929
00:33:59,170 –> 00:34:00,480
guys give to your candidates
930
00:34:00,480 –> 00:34:03,180
is just amazing. It’s a
931
00:34:03,180 –> 00:34:07,080
fantastic program. Absolutely. Thank you.
932
00:34:07,080 –> 00:34:09,390
Thank you. If we wrap
933
00:34:09,390 –> 00:34:10,730
up here, just want to
934
00:34:10,730 –> 00:34:12,430
give them a couple of summary
935
00:34:12,450 –> 00:34:13,390
points at the end of this
936
00:34:13,990 –> 00:34:15,510
On- demand webinar here about
937
00:34:15,510 –> 00:34:16,980
hiring the right people for
938
00:34:16,980 –> 00:34:18,920
your business, which Neli, you
939
00:34:18,920 –> 00:34:21,780
just talked about that, about that they’re
940
00:34:22,630 –> 00:34:23,450
a good fit for your
941
00:34:23,450 –> 00:34:26,230
culture. Customer service can be
942
00:34:26,230 –> 00:34:28,530
tough, so reward your advisors,
943
00:34:28,530 –> 00:34:30,250
agents, representatives, make sure that
944
00:34:30,250 –> 00:34:33,650
they feel like they’re being
945
00:34:33,650 –> 00:34:34,880
rewarded for the work that
946
00:34:34,880 –> 00:34:36,760
they do and being acknowledged
947
00:34:36,760 –> 00:34:37,550
for how hard it can
948
00:34:37,550 –> 00:34:40,540
be sometimes. And CX and
949
00:34:40,540 –> 00:34:42,500
customer service work together for
950
00:34:42,500 –> 00:34:45,500
brand loyalty, so sometimes people
951
00:34:45,500 –> 00:34:46,940
kind of mix in customer
952
00:34:46,940 –> 00:34:48,840
experience and customer service into
953
00:34:48,840 –> 00:34:50,970
the same bucket, but they’re actually
954
00:34:50,970 –> 00:34:53,580
different things and they actually
955
00:34:53,580 –> 00:34:56,620
work together for company loyalty
956
00:34:56,620 –> 00:35:01,340
and creating those great experiences
957
00:35:01,930 –> 00:35:03,900
that make the customers come
958
00:35:03,900 –> 00:35:06,380
back. And then usually using
959
00:35:06,620 –> 00:35:08,870
personalization to improve customer experience,
960
00:35:10,070 –> 00:35:11,550
not just deliver more ads
961
00:35:11,550 –> 00:35:13,430
or making them just a
962
00:35:13,430 –> 00:35:16,080
persona and making sure that,
963
00:35:16,330 –> 00:35:17,450
that stat we saw, that
964
00:35:17,750 –> 00:35:20,970
79% of people feel like
965
00:35:20,970 –> 00:35:22,730
they’re a generic customer rather
966
00:35:22,730 –> 00:35:25,300
than a unique individual. And
967
00:35:25,430 –> 00:35:26,800
so using personalization to make
968
00:35:26,800 –> 00:35:30,140
them feel unique and that
969
00:35:30,140 –> 00:35:31,060
they’re the only customer in
970
00:35:31,060 –> 00:35:33,260
the world, which I think
971
00:35:33,380 –> 00:35:34,460
Harambee does an amazing job
972
00:35:34,460 –> 00:35:35,310
at. And it’s a great
973
00:35:35,310 –> 00:35:36,810
example of how that works.
974
00:35:37,120 –> 00:35:38,450
We do have an ebook
975
00:35:38,450 –> 00:35:39,500
that goes along with this
976
00:35:39,500 –> 00:35:40,450
webinar, if you’d like more
977
00:35:40,450 –> 00:35:42,480
information. It’s called Customer Service
978
00:35:42,480 –> 00:35:44,050
Best Practices and we’ll provide
979
00:35:44,050 –> 00:35:45,600
the link here in the
980
00:35:45,600 –> 00:35:47,420
window, but it goes into
981
00:35:47,420 –> 00:35:50,450
each one of these habits
982
00:35:50,450 –> 00:35:51,870
or these successful habits in
983
00:35:51,870 –> 00:35:53,730
a deeper way. And it
984
00:35:53,730 –> 00:35:54,990
also has quotes from our
985
00:35:54,990 –> 00:35:57,570
CX Heroes and some advice
986
00:35:57,570 –> 00:35:58,630
from our CX Heroes about
987
00:35:58,630 –> 00:35:59,520
how they do it, or
988
00:35:59,750 –> 00:36:01,190
experiences that they’ve had. So
989
00:36:01,180 –> 00:36:04,110
it’s a great resource. It actually
990
00:36:04,110 –> 00:36:05,050
just showed up on our
991
00:36:05,050 –> 00:36:06,590
top 10 list at Genesys
992
00:36:06,590 –> 00:36:09,320
for most viewed content. So
993
00:36:09,320 –> 00:36:10,900
your peers are downloading it.
994
00:36:11,240 –> 00:36:12,080
So I would advise you
995
00:36:12,080 –> 00:36:12,840
to take a look and
996
00:36:12,840 –> 00:36:14,210
see what you think. And
997
00:36:14,210 –> 00:36:15,520
then just one quick note,
998
00:36:16,030 –> 00:36:17,130
we’re always looking for great
999
00:36:17,130 –> 00:36:18,610
CX Hero stories. We’d love
1000
00:36:18,610 –> 00:36:20,630
for you to nominate a
1001
00:36:20,630 –> 00:36:22,320
customer service rep, a supervisor,
1002
00:36:22,320 –> 00:36:24,540
a manager, an agent, any
1003
00:36:24,540 –> 00:36:27,490
employee basically who’s gone above
1004
00:36:27,490 –> 00:36:28,450
and beyond to provide great
1005
00:36:28,450 –> 00:36:30,880
customer service. And we’ll provide
1006
00:36:30,880 –> 00:36:31,850
the URL here at the
1007
00:36:31,850 –> 00:36:33,590
end of the session as
1008
00:36:33,590 –> 00:36:36,790
well. Neli and Thapelo, it’s
1009
00:36:36,790 –> 00:36:37,690
been so great to see
1010
00:36:37,690 –> 00:36:38,520
you both and talk to
1011
00:36:38,520 –> 00:36:42,280
you both again. We can’t
1012
00:36:42,280 –> 00:36:43,510
wait this long next time
1013
00:36:43,510 –> 00:36:44,490
to chat. We need to
1014
00:36:44,490 –> 00:36:47,480
do it sooner. Absolutely. Thank
1015
00:36:47,480 –> 00:36:48,740
you so much, Jill. Nice
1016
00:36:48,740 –> 00:36:51,370
seeing you. Thank you for
1017
00:36:51,370 –> 00:36:53,340
all your great insights and
1018
00:36:53,670 –> 00:36:55,650
for your wonderful organization that’s
1019
00:36:55,650 –> 00:36:58,270
changing people’s lives. We’ll stay
1020
00:36:58,270 –> 00:37:00,080
in contact and talk soon
1021
00:37:00,650 –> 00:37:01,480
and thanks to everyone who
1022
00:37:01,480 –> 00:37:03,260
watched today. We’ll have more
1023
00:37:03,260 –> 00:37:05,560
of the CX Hero webinar series coming
1024
00:37:05,560 –> 00:37:08,090
up, so continue to stay
1025
00:37:08,090 –> 00:37:09,370
on to this channel and
1026
00:37:09,370 –> 00:37:10,310
we’ll add more on a
1027
00:37:10,310 –> 00:37:11,660
regular basis and you can
1028
00:37:11,660 –> 00:37:13,460
hear more from the managers
1029
00:37:13,540 –> 00:37:15,070
and agents and advisors who
1030
00:37:15,070 –> 00:37:16,050
are actually doing the work
1031
00:37:16,050 –> 00:37:17,520
every day. Thank you so
1032
00:37:17,520 –> 00:37:18,220
much and have a great
1033
00:37:18,220 –> 00:37:20,620
day. Bye, Jill.
