Get Out Of Wrap and Unlock Your Call Centre

3 mins read – 30 March 2022 – Matt Smallman

Martin Teasdale and I had a great discussion on his Get Out of Wrap podcast. This was my first podcast experience and the first time I’ve publicly discussed Unlock Your Call Centre, so I was very nervous. Still, Martin is so enthusiastic and professional it was an absolute joy. Martin’s podcast is aimed at contact centre leaders at all levels, and he is incredibly passionate about improving the standing of our industry and its people.

Industry and User Myopia

We covered a wide range of topics, including what led me to write the book in the first place but, most interestingly collective myopia that we all have about the state of the security processes in our call centres. As consumers and leaders, we’ve put them in the “too difficult” pile when they have such a pivotal impact on the success or failure to meet the caller’s complete needs during the subsequent call.

Voice Biometrics and Network Authentication Awareness

Having worked with modern security technologies for much of the last decade, I must remember that not many others have seen their tremendous impact on both caller and agent experience. The early days of these technologies failed to live up to expectations, and many people have a long (jaded) memory. We discussed that these technologies are not just for the biggest firms but can have a material impact on every type of organisation.

Understanding where you are

“You can’t improve what you don’t measure.”

Peter Drucker

My top tip for listeners is to understand how their call centre security process performs today before thinking about new and shiny technology. This is a large part of “Unlock Your Call Centre”, as if you can’t measure it, you can’t improve it. Process performance is often poorly measured and rarely discussed (How many people pass and fail your existing process?), let alone its broader impact on customer and agent experience. I’ve developed the Security Path Visualisation with clients over the last five years to solve this exact problem. It helps organisations bring their security process to life for all stakeholders, and the interactive version on our website will show the impact of better performance.

Watch

We filmed the session (and I got to try out a new setup in my temporary office location), so you can watch it on YouTube.

Listen

You can listen below or on your regular podcast service or the Get Out Of Wrap site:

Wrapping Up (excuse the pun)

Martin’s podcasts are now a regular go-to on my run, and I’m honoured he asked me to appear with him. If just one person who listens does something to nudge their organisation’s security processes in a better direction, it will have been worth it.




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