One of the biggest moments in NewVoiceMedia history was launching in the US in 2013. It was a bold thing for us to do. We didn’t have the resources or the scale of our US competitors, but we were smart. Originally we were looking at an 18-month launch plan: we did it in two weeks.
We were able to scale so rapidly through building a fantastic team of strong individuals that are humble and willing to put the team success ahead of their individual success.
Don’t do it on your own. If you want to start a company, try and do it as part of a team. Find one person that you really trust, who can push you through and persevere together. It’s hard but you need to have that self-belief in your dream to see it through.
There was a backlash against outsourcing abroad and doing things as cheaply as possible because people weren’t getting good enough service, so it was moved back to local contact centers. There’s going to be a similar shift in AI. AI is going to be used not as a replacement for people, but as a way to make people’s jobs easier and more efficient.
Having more human connection is key for businesses. You need to connect with your customer and you can only do that with people. You can’t automate that - you lose depth, emotion and empathy. When people want to do the really important things, they want the human touch.