Premier BPO Experience
Commenting on the whole symposium happenings, networking with industry veterans face-to-face after a long time, and new experiences, Premier BPO’s COO, Dave Shapiro said:
SOCAP this year has been one of the most memorable conferences we have attended, particularly Rick Lewis’s guest session, which we will recall even five years from now. We are happy to say that Premier BPO has been proactively applying some of the essential CX elements highlighted during the conference to support our clients and their customers, right from the beginning of the pandemic. In terms of technology, our proprietary AI Engine, V.I.E.W. ensures home agent security and quality of service for our clients at all times. Overall, there was a lot to learn at the symposium this year and we look forward to future exchanges.
The final guest session was delivered by the motivational speaker Rick Lewis and left quite a footprint. Before the session, during lunch, our leadership along with the others became part of an illuminating social experiment that helped them significantly re-evaluate their responses to others in their personal and professional lives.
Tactfully highlighting the way people react to situations without thinking, Mr. Lewis helped his listeners link how customers respond to bad service and how you can help improve your reactions to situations moving forward.
Expressing how the session helped her transform her way of responding to others, one of our Business Development Directors, Michelle Pretty, commented:
We all had the same experience during the lunch act but perceived it in our own way. I had mixed emotions initially but the aftermath left a lasting impression that hit home a few days later. I was thrown into a similar situation during a personal event with a worker and my response instantly altered. Instead of getting angry at his incompetence and complaining to the manager, I offered to help; remembering to put myself in their shoes. The entire experience resonated with me when I learned about senior sensitivity a long time ago. This session helped me take a step back and analyze the situation from the other person’s point of view before making any judgments. I usually mirror other people’s emotions in a conversation, but now I have more understanding of looking beyond stereotypes and outer personas. As part of Premier BPO, I will be able to comprehend different clients, customers, and employees better and treat them with a lot more respect, empathy, and positivity, than I did before.
Emphasizing the fact that we have advanced our technology faster by six and a half years today due to COVID-19, the symposium concluded this rapid evolution to be the major hurdle for many organizations to overcome. Technology has many applications and channels, but understanding the channel of choice for your customer is vital.
To get more details about the SOCAP Symposium 2022 agenda, sessions sponsored, and learning outcomes, you can also read our pre-event blog about select sessions curated by our experts: Read More.