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cover of episode Navigating the Balance of AI and Human Interaction in Business with Brigham Dickinson

Navigating the Balance of AI and Human Interaction in Business with Brigham Dickinson

2025/6/2
logo of podcast The Home Service Expert Podcast

The Home Service Expert Podcast
AI Deep Dive AI Chapters Transcript
People
B
Brigham Dickinson
T
Tommy Mello
Topics
Brigham Dickinson：作为Power Selling Pros的创始人，我发现许多家居服务公司未能充分关注呼叫中心的转化率。技术的进步让我们能够发现以前的盲点，并提供一对一的电话辅导，以提高转化率。我们不仅仅是授课，更重要的是长期负责，帮助企业主解决他们没有时间解决的问题。目前我们项目中有近1400名学员，业绩增长了60%。 Tommy Mello：我发现私募股权公司经常削减呼叫中心的培训预算，这是一个错误。企业应该同时拥有内部团队和外部支持。我亲自听取了产品专家的电话录音，发现情况很糟糕。联络中心至关重要，他们决定了技术人员的成败。我们应该让客服人员遵循流程，而不是让他们随意挑选电话。如果技术人员注定要失败，那么预定电话可能不值得。技术人员可以为舒适顾问创造更多机会。

Deep Dive

Chapters
This chapter discusses the importance of call conversion in the home service industry. Many home service companies neglect their call centers, leading to lost revenue. Technology helps identify these blind spots and improve performance.
  • Many businesses neglect training for CSRs, focusing primarily on technicians.
  • Technology highlights previously unseen issues in call conversion.
  • Ignoring call conversion leads to significant financial losses.
  • A high booking rate doesn't always mean efficiency, as some calls may not be worth booking.

Shownotes Transcript

This conversation delves into the importance of enhancing communication skills within the home service industry, focusing on call conversions, customer service, and the balance between technology and human interaction. Brigham discusses the impact of private equity on training, the necessity of ongoing coaching, and the role of leadership in achieving business success. They emphasize the need for technicians to improve their performance and the importance of understanding customer needs. In this conversation, the speakers discuss the evolving landscape of call centers, the importance of technology in customer engagement, and the need for better communication skills among technicians. They explore investment trends in the home service industry, the significance of personal touch in customer experience, and strategies for staying ahead in the market. Additionally, they provide insights for aspiring speakers and outline the onboarding process for Power Selling Pros. Don’t forget to register for Tommy’s event, Freedom 2025! This is the event where Tommy’s billion-dollar network will break down exactly how to accelerate your business and dominate your market in 2025. For more details visit freedomevent.com) 00:00 Enhancing Communication Skills in Home Services   02:23 Identifying Blind Spots in Call Conversions   04:46 The Impact of Private Equity on Training   08:31 Maximizing Technician Performance and Lead Generation   11:56 The Importance of Comprehensive Customer Service   15:15 Balancing Technology and Human Interaction   21:33 The Role of Leadership in Business Success   24:57 The Value of Ongoing Training and Accountability   29:11 Rising Awareness in Call Centers   30:45 Leveraging Technology for Customer Engagement   31:51 The Importance of Technological Adaptation   33:07 Investment Trends in Home Services   34:54 Enhancing Customer Experience through Personal Touch   35:59 Training Technicians for Better Communication   39:17 Transforming Service into Sales   44:19 Staying Ahead in the Home Service Industry   47:35 Advice for Aspiring Speakers   57:21 Onboarding and Next Steps for Power Selling Pros