Cabot Financial

Jo Causon and Jaime Nuwar-Graham are now closing the session after a wonderful morning. Some excellent insight and thoughts across our time together. We all have a role to play in finding good outcomes to difficult situations. Service With Respect helps focus everyone involved in any service interaction on how being understanding and open to working together will result in a better solution. Thanks to Matthew S. and all our other local business colleagues for joining us. #ServiceWithRespect #WeCare #WeAreInclusiveandCollaborative

Katy Camp is now taking our audience through a presentation on our use of CallMiner to support us detecting Customer Hostility Detectors and Vulnerability triggers. Katy is also sharing how we support Colleagues to be ready to handle tough interactions and support them when they face any hostility in a customer discussion. #ServiceWithRespect

Everyone is now taking the opportunity to share experiences and best practice. Some really insightful discussions happening around the room on how to tackle abuse, methods and perceptions. Wonderful to have some of our Customer Consultants in the room sharing their insight and being part of the conversation. #ServiceWithRespect

Jo Causon, Jaime Nuwar-Graham and Matthew S. are now taking questions from the floor. The discussion is covering the different ways we can handle abuse and difficult situations and the role everyone plays in successful customer interactions and changing perceptions. #ServiceWithRespect

The floor is now Matthew S.'s as he discusses his and his colleagues experience of abuse in his role as Police and Crime Commissioner for Kent. Colleagues across all sectors are seeing and experiencing increased hostility over the last 6-12 months and we need to establish how we work together to ensure everyone is physically and psychologically safe. Matthew highlighted the importance of Victim Voice in increasing awareness and reporting the realities to allow us to make a difference. #ServiceWithRespect

Jaime Nuwar-Graham (Cabot Financial Chief Operating Officer) is now addressing our audience on how we at Cabot Financial manage difficult customer situations. We are discussing our use of speech analytics to detect vulnerability, aggression and other key and varied triggers, as well as how we tailor our service approach to ensure the right outcomes in each of these different scenarios as our approach will and should vary. Jaime is also discussing how we support our colleagues in each of these situations #ServiceWithRespect

Jo Causon is currently speaking about Service with Respect (click here for more: https://lnkd.in/dfi_PkS) and its importance. Jo is asking the audience their experiences and what it means to them. The Institute of Customer Service and their partners believe it’s key to continuing to raise awareness of the ongoing instances of abuse across all sectors where workers perform roles geared at supporting customers in difficult situations. Wellbeing and everyone’s accountability for working together to find the right outcomes to service interactions is essential. Everyone plays a role. Jo is also sharing the latest ICS research around service interactions. #ServiceWithRespect

All ready to welcome Institute of Customer Service CEO Jo Causon and Police and Crime Commissioner for Kent Matthew S. for today’s Community Showcase focusing on the ICS’ Service with Respect campaign. We will be doing a live updates throughout the showcase, so feel free to comment, ask a question and share. #Community #ServiceWithRespect #WeCare

Congratulations are in order! Once again, our President and CEO, Ashish Masih, was named as a finalist in the San Diego Business Journal's 2024 CEO of the Year Awards 🎉 Ashish truly embodies the fundamental principles that underpin our Mission, Vision, and Values in every aspect of his work. With a relentless commitment to our team members, consumers, and stakeholders, he has been instrumental in Encore's growth, progress, and success 💚

We are delighted to be partnering with the Institute of Customer Service and the Police & Crime Commissioner for Kent for a ‘Community Showcase’ on Thursday 20 June, focusing on the ICS’ Service with Respect campaign. Our purpose is to bring together stakeholders from across Kent to raise awareness of the abuse customer-facing workers can face, and to share best practice in tackling it, so everyone feels safe in their role and everyone can get the best outcome from any customer interaction. The theme of next week’s event is “Service with Respect Kent: how the local community is working to protect its public-facing workers”.  We look forward to hearing from Institute of Customer Service CEO Jo Causon, Police & Crime Commissioner for Kent Matthew S. and our Cabot Financial Chief Operating Officer Jaime Nuwar-Graham, as well as our audience of local leaders and business representatives. We can’t wait for an informative and important discussion, which we hope makes a real difference. #ServiceWithRespect #CustomerService #WeCare