Sound of Data Podcast

Hosted by Sound of Data

Episodes

Language

EN-US

About the show

Welkom bij de Sound of Data Podcast! (for English, see below) Dit is dé podcast voor mensen in de klantenservice wereld die op zoek zijn naar nieuwe technische oplossingen om hun klanten centraal te zetten. In elke aflevering praat Jos van Loo, CEO van Sound of Data*, over relevante onderwerpen met betrekking tot klantenservice bereikbaarheid. De onderwerpen zijn verspreid over drie verschillende terreinen: Telecomdiensten: Alles over bereikbaarheid, inzichten in verschillende klantenservice telefoonnummers en naleving van wet- en regelgeving. Denk bijvoorbeeld aan het bepalen van het juiste nummer bij uitbreiding naar andere landen. Contact centers: Het bespreken van strategieën die ervoor zorgen dat jouw klantenservice aanwezig is op de kanalen die ertoe doen voor jouw klanten en tegelijkertijd zorgen voor een naadloos beheer van de klantinteracties. We verdiepen ons in verschillende omnichannel platforms zoals Talkdesk, Freshdesk en 3CX en begeleiden je bij het kiezen van het platform dat het meest beste bij jou past. Conversational & CX: Gesprekken over oplossingen en technieken waarmee je zoveel mogelijk inkomende klantenservicedata kunt verzamelen en analyseren. Zo kun je tot waardevolle inzichten komen en de efficiëntie van jouw klantenservice verbeteren. Alle podcastafleveringen worden gepubliceerd in het Nederlands en het Engels. *Sound of Data is jouw partner in klantenservice bereikbaarheid. Wij helpen jou bij het vinden van de juiste technische oplossingen voor jouw klantenservice zodat jij jouw klant op #1 te zetten. — Welcome to the Sound of Data Podcast! This is the podcast for everyone in the customer service world who is looking for new technical solutions to put their customers first. In each episode, Jos van Loo, CEO of Sound of Data*, talks about relevant topics related to customer service accessibility. The topics fit into the following three categories: Telecom services: This entails everything about connectivity, insights into different customer service phone numbers, and compliance with laws and regulations. Consider, for example, choosing the right telephone numbers when expanding internationally. Contact centers: This category concerns strategies that ensure your customer service is present on the channels that matter to your customers while ensuring seamless management of customer interactions. We delve into different omnichannel platforms such as Talkdesk, Freshdesk, and 3CX and guide you in choosing the platform that best suits you. Conversational & CX: This category is about solutions and techniques that allow you to collect and analyze as much incoming customer service data as possible. This will help you gain valuable insights and improve the efficiency of your customer service. All podcast episodes on this channel are published in English and Dutch. *Sound of Data is your partner in customer service accessibility. We help you find the right technical solutions for your customer service so you can put your customer #1.

Listen to episodes

16 recent

3 min

Communication Platform as a Service (CPaaS) - Save licensing costs and manpower in programming

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss the application and benefits of CPaaS, also known as Communication Platform as a Service.If you are working from the cloud with your organization, it might be worthwhile to look into the possibilities of CPaaS. Communication platforms are cloud-based platforms that allow developers to easily add new communication channels to their existing back-end processes, without having to modify the existing infrastructure. Developers don’t have to start from scratch when adding new channels, but at the same time, the platforms offer many customization possibilities.Find out more about the applications and benefits of CPaaS by listening to this episode.More information can be found on our website.

4 min

The power of SIP trunks in telecom - Make handling high volumes of long-distance and international calls easier

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss how SIP trunks can help businesses use local telephone numbers more easily within the customer service department.SIP trunks are appealing to businesses that want to expand internationally. Not only do they make it easier to use local numbers and assign all of them to one administrator, you can also route incoming calls more easily across different language zones and create more overview for management and employees.In this episode, you will hear how SIP trunks were used in collaboration with the company Alfen.More information can be found on our website.

4 min

Conversational AI - Making your customer service more human through AI

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss how conversational AI is being used within customer services.Customer services are collecting more and more data in their interactions with customers. They use this data to improve customer contact and elevate customer satisfaction. However, by including conversational AI in this process, even greater benefits can be achieved. Consider, for instance, the potential to minimize wait times, make the work of agents more varied, and eliminate the need for customers to repeat their stories after being transferred.Discover these and more benefits of conversational AI in this podcast episode.More information can be found on our website.

4 min

Combining multiple omnichannel platforms - How Eventim benefited from combining 3CX and Xcally

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss how to combine different omnichannel platforms and telephony solutions. In particular to enable calling between customer service and the office.When you are a customer service agent, it can be more difficult to make internal calls than you might think. For example, because you work with a separate system within the customer service department. Online ticket shop Eventim found themselves in the same situation. That’s why Sound of Data suggested a combination of 3CX and Xcally.Find out how the implementation went for Eventim and what the benefits are.More information can be found on our website.

7 min

Omnichannel platforms for your customer service - All communication channels in one overview for your agents

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss the possibilities and advantages of omnichannel platforms. They also discuss relevant factors for choosing the right platform.Over the years, more and more channels have been added via which customers can communicate with customer service agents. To keep things clear and efficient, omnichannel platforms offer the ability to aggregate all these channels into one overview. This allows agents to switch channels easily and clients to be supported more efficiently.However, omnichannel platforms come in different shapes and sizes. Therefore you should pay close attention so that you implement the platform that best suits your customer service.Listen now to hear the full story about omnichannel platforms.More information can be found on our website.

5 min

New customer service phone numbers for international expansion - Is this the right number for my new customer service center?

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss what to keep in mind when requesting phone numbers for your new customer service center abroad.When requesting new phone numbers, there are a lot of options. From 0800 to 0900 numbers and from 085 numbers to UIFN numbers. Each of these numbers has its own advantages and disadvantages. Both for you as a company and for the customer. Not to mention the regulations that apply in different countries.In this episode, Jos and Michel help you on your way to tackling these challenges within the telecom landscape.Want more extensive advice on phone numbers? Read here how Sound of Data can help you.

3 min

A more personalized customer service through technology - This is how you reduce wait times, prevent call spikes, and keep challenging agents

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss how technology can help to make customer service more personal.It sounds counterintuitive, but technology can make customer experiences more personal and better. Customers are helped faster, don't have to repeat their story when they are redirected and can get in touch with an agent faster when problems are complex and frustrations build.Discover in this episode how technology makes all of this possible.Want more information? Read more about customer service platforms here.

3 min

How click-to-call tool Talk! supports De Kindertelefoon - This is how accessibility and support for children always keep coming first

⚠️ This episode is created by using an AI translation tool (Rask). ⚠️In this podcast episode, Jos and Michel discuss De Kindertelefoon’s experiences with using the Click-To-Call button, Talk!*They talk about how the use of Talk! helps to improve the accessibility of De Kindertelefoon for children while simultaneously reducing telecom costs. The implementation of Talk! has already yielded a 20% saving in telecom expenses for De Kindertelefoon, and the expectation is that this will increase to 40%.Not done with reading yet? Learn more about Talk! here!*Talk! offers website visitors the possibility to directly call customer service with the click of a button on your website: Click-to-call.

4 min

Conversational AI - Het menselijker maken van jouw klantenservice door middel van AI

In deze podcastaflevering bespreken Jos en Michel hoe conversational AI wordt ingezet binnen klantenservices.Klantenservices verzamelen steeds meer data in hun interacties met klanten. Deze data wordt gebruikt om het klantcontact te verbeteren en de klanttevredenheid te verhogen. Door hierbij ook gebruik te maken van conversational AI, kunnen nog grotere voordelen behaald worden. Denk bijvoorbeeld aan het verkorten van wachttijden, het uitdagender maken van het werk van agents en het voorkomen dat klanten hun verhaal moeten herhalen zodra ze worden doorverbonden.Ontdek alle voordelen van conversational AI in deze podcast.Meer informatie is te vinden op onze website.

4 min

De kracht van SIP-trunks in telecom - Maak het verwerken van hoge volumes interlokale en internationale gesprekken gemakkelijker

In deze podcastaflevering bespreken Jos en Michel hoe SIP trunks bedrijven kunnen helpen om gemakkelijker gebruik te kunnen maken van lokale herkenbare nummers met de klantenservice.SIP-trunks zijn een aantrekkelijke optie voor bedrijven die willen uitbreiden naar het buitenland. Niet alleen zorgen ze ervoor dat je gemakkelijker lokale nummers kunt gebruiken en deze bij een beheerder onder kan brengen. Je kunt ook inkomende oproepen gemakkelijker routeren over verschillende taalzones en meer overzicht creëren voor management en medewerkers.Luister in deze aflevering hoe SIP-trunks zijn ingezet in de samenwerking met het bedrijf Alfen.Meer informatie is te vinden op onze website.