Webhelp to host talk at Retail Week’s Consumer Week 2022

We are delighted to confirm we are taking part in a fireside chat for Retail Week’s Consumer Week 2022.

 

Running from September 13 to 17, Consumer Week 2022 will allow retailers and brands to access exclusive strategic insights across free virtual masterclasses, exclusive consumer research and free online content to identify and influence tomorrow’s shopper.

Webhelp UK’s Chief Customer Solutions Officer, Helen Murray, will host a discussion with Bloom & Wild CEO, Aron Gelbard, to discuss direct-to-consumer (DTC) sales and how retailers can make their offerings stand out to shoppers in a crowded market.

In the chat, Helen – who is responsible for leading Webhelp UK’s business development function and the delivery of client differentiation through enhanced customer experience – will share insight on listening to customers and how maintaining a focus on customer experience is key to delivering sustainable growth.

Helen will also explore how partnerships can support brands to deliver brilliant customer experiences, exceptional brand advocacy and loyalty, all at scale.

Aron will share Bloom & Wild’s customer centric strategy for consistent growth, the changing DTC market and what to expect in the future as well as key learnings retailers can take from their journey.

Helen said: “I’m delighted to be taking part in Retail Week’s Consumer Week 2022 and to have the chance to hear first-hand from retailers about the challenges and opportunities they face in their interactions with shoppers as the sector continues to evolve.

“I’m particularly excited to host Bloom & Wild’s CEO for a fireside chat.  We’ll discuss the importance of listening to the customer and the positive impact this can have on customer experience, alongside understanding more about Bloom & Wild’s customer-focused approach to achieving consistent growth.”

The fireside chat, ‘Tapping into the DTC opportunity: Learning from a retail disruptor’, will be available to view from September 16 and will include questions from registrants throughout.

 

To register your place, visit retail-week.com/consumer-week.


Polyglot translation AI improves CX and optimizes performance

Webhelp’s proprietary machine translation solution equips advisors to deliver high-quality CX with up to +35 NPS improvement and up to 50% optimized performance

Webhelp continues to develop its proprietary technology platform with the recent addition of AI-fueled, people-powered translation technology. Polyglot empowers advisors to deliver high-quality messages in the customer’s native language.

Polyglot is supported by a hub of language experts who verify complex responses to guarantee quality and consistency. Over time, the AI engine continuously improves by adopting the client’s industry and business vocabulary while learning from feedback from our experts. Thanks to this human-tech combination, customers receive almost instant, relevant responses through chat, email, and social media channels.

As technology enablement is a strategic priority for Webhelp, solutions like Polyglot are essential to delivering high-quality CX at scale. Polyglot’s AI removes pressure on multilingual teammates, freeing up time to focus on actions that deliver value to customers and ensure the best talent is available when needed.

Polyglot has been integrated into existing operations to support numerous prominent Webhelp clients. Showing an average of +35 NPS enhancement in their multilingual customer experience, with an average 76% first-time response improvement that also delivers cost savings.

Emmanuel Saubat-Lalanne, Webhelp Group Technology Solutions Manager said:

“Whether a brand is looking to scale into new markets or increase customer support for rare and long-tail languages, maintaining quality CX in the customers’ native language will be key to sustaining growth. While supporting this key quality, Polyglot boosts productivity and supports quick service as a standard. Our integrated dashboards ensure our clients have oversight on their multilingual communication and efficient management across the business. By optimizing channels and resources, we’ve even seen that this smooth and consistent system helps manage absenteeism and attrition.” 

Polyglot was developed to facilitate high-quality multilingual interactions by supporting Webhelpers with market-leading translation engines and machine-learning algorithms.

Delivering average efficiency savings of 50%, Polyglot gives advisors more time to focus on value-added work for customers, leading to a higher-quality customer and employee experience.

To read more about how Polyglot can be integrated into omnichannel operations to deliver a consistent, multilingual customer experience at scale, head to the page on our website.

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Lighting our way to “Our greener future”

As part of our on-going aim to reduce energy consumption and in line with our Greenhelp targets, we are thrilled to see our Derby site switching to 100% LED lighting. The project will see the site using 100% energy efficient lights, which will considerably reduce consumption and continuously improve energy management across our estate.

Advantages of LED Lights:

  • 25% – 80% less energy consumption
  • 3 – 5 times longer lifespan
  • Negligible heat emissions

It’s amazing to learn how much we are cutting down on our carbon footprint as an organisation by just replacing the lights at Derby and we can continue to further reduce this with your support. If a light is turned on and no one is there – you could turn it off and make a great impact to our carbon footprint.

 

Installation of the LED lights began on Monday 2nd of August. While the project was greenlit way back at the beginning of 2020, the onset of Covid-19 delayed plans so it’s fantastic to see a return to action on our green initiatives.

With our Falkirk and Glasgow Hope Street sites almost at 100% LED lighting, we will be looking to upgrade more sites around the region to this more efficient and environmentally friendly option.​

 

Webhelp UK is progressing on our journey to improve our environmental performance. We are truly committed to “Our Greener Future” and this initiative is a positive step towards enhancing our environment.


Webhelp’s internal trainer development program validated by City & Guilds

Our Operational Learning & Development team always aim to deliver the highest level of service for our colleagues across the region, so that means making sure our trainers are supported to be the best they can be.

Based on feedback from our annual survey Your Call, the L&D team were inspired to develop an internal trainer development program that offers a 9 to 12 month evidence led, blended-learning model to enable our trainers to become learning professionals, honing their skills and delivery. Now after collaborating with the City & Guilds Group, a global leader in skills development, the program has been validated. This now means that our colleagues who train others as part of their role, can work towards a professional qualification accredited by the City & Guilds.

Declan Hogan, Director of Learning & Development, commented:

“Our front-line facilitators are central to our operational learning strategy on our journey to 2024. This program challenges our people to enhance the way they look at designing and creating learning content, expand their skills into facilitation/coaching skills and embedding practices. Learning stakeholder management skills to partner the Operations to deliver key objectives is also a key part of their learning journey. I am excited and proud of the gifted Operational L&D team that scoped this program and look forward to seeing the success over the next 18-24 months”

Our first cohort of pioneers have already started their journey and we will keep you updated on their progress.

Sam Egerton UK Sales manager, City and Guilds:

“City & Guilds has been at the forefront of skills development for over 140 years, and we are proud to provide assurance to Webhelp’s Trainer Development programme. To gain City & Guilds assurance is an extremely rigorous process and Webhelp operational Learning did so really quickly and seamlessly, this demonstrates the quality of the programme the front-line facilitators will be working towards. We look forward to seeing all the learners progressing and proudly sharing their Digital Credentials once they have completed their programmes of learning”


Webhelp expands operations in Mexico

Webhelp, a leading global customer experience and business solutions provider, is expanding its operations in Mexico. Built on a strong people-first working culture, Webhelp has a diverse global workforce of over 80,000 passionate game-changers. Since opening its multilingual hub in Mexico in 2020 the business has welcomed 285 colleagues to deliver Technical Helpdesk Services in Monterrey, Mexico.

Webhelp is looking to onboard a mix of customer service and service desk advisors, team leaders and operational managers. Those joining will become an integral part of an exciting partnership in enriching the customer experience and providing business solutions for our clients. To apply, visit the careers section of www.webhelp.com

Rogelio Aguirre, Head of Service Operations in Monterrey, saying:

Here in Mexico we are very happy to continue the success that Webhelp has shown around the world.  We are excited to implement industry best practices as we continue delivering a world class service through putting people first, which is one of our main pillars as an organizational culture. Investing in our colleagues and making business more human leads to a better customer experience.

Externally credited and with multiple global award wins, Webhelp people are known as being some of the best in the industry. Driven by a unique vision and company culture of making business more human, the expansion into Mexico marks a number of recent additions to Webhelp’s strong best-shoring network.

Partner to some of the world’s most exciting brands, Webhelp will utilize its 20 years of expertise and global way of working to further drive the strong success of the CX industry in Mexico while creating job opportunities for talented Mexicans in this field with Global Executive Director of ITO Andy Webster explaining:

As a business we set ourselves apart by being passionate about the local communities in which we’re based and we’re extremely excited to have a Mexican hub. There are many benefits to operating from here, not only are we further diversifying our business, but we’re able to bring a wealth of knowledge and highly qualified specialists based in Mexico to our growing list of clients around the world.

We thrive on making a difference in the lives of people and businesses by bringing together passionate, fun-loving people and giving them the freedom and tools they need to look after our clients’ customers as if they were their own. Our teams look forward to connecting with our new colleagues in Mexico and making sure they feel part of the Webhelp family. 

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5 Mistakes start-ups should avoid when building their B2B sales engine

When creating a B2B startup, a solid sales strategy is obviously a critical success factor.

Rushing to build your B2B sales strategy or missing some key processes in your sales team training or target identification processes could undermine your initial efforts to build your product and promote it.

Whether you’re looking to acquire your first customers or to improve your sales operations in a period of strong growth, here are some mistakes to avoid when establishing your B2B sales engine, picked by our expert Julie Cadalen