Get Out of Wrap - Contact Centre Chat

Suzanne is an award winning Team Leader - winning at the NECCA's and the UK National Contact Centre Awards. Humble, professional, warm, funny and caring Suzanne shares her story and tips on team leadership. Suzanne also talks with great pride about her son who has autism and their journey as a family thriving together.

Had a great chat with Jade with lots of laughs and insight from one of the Directors at DDC. We also spoke about perceptions , account management and sales - loved chatting to Jade

Ben Booth of Max Contact talks about his journey and what innovation means to him.

I got him after first speaking about this some 4 years ago - Ray Biggs is COO at Ventrica and is very well known in our industry and for all the right reasons ! Get set for a great episode from Ray.

It's hard to share in a few words my admiration for Daisy - she is a subject matter expert , a true professional of our industry and most importantly a lovely human. We chat start ups, coaching, management, quality, making that leap, imposter syndrome and much more - a great episode from a true role model.

To officially launch Ascensos adding their Team Managers to the Team Leader Community I travelled to the Motherwell site of Ascensos in Scotland for two days and during the trip got to speak to John Devlin - CoFounder & CEO and also Caitlin McWhirter Senior Team Manager

Hear from Jen Sharp Contact Centre Director at DHL. Listen to this episode to get a real understanding on why Jen recently won an award at the recent UK Contact Centre Awards. We cover a range of topics from Jen's early career at DHL and transitioning into a Contact Centre role without having worked in that area before, to completing transformative projects - Jen is ace !

Helen Beaumont Manahan and Pete Dunn of BPA Quality come back to the GOOW studio to help you understand what Consumer Duty means for you and your organisation, and what you need to do to get ready.

#161 Stephen Yap of the CCMA shares the results of the Voice of the Contact Centre Consumer research sponsored by Odigo. In this insightful and fascinating episode Stephen takes us through exactly what the consumers of the UK think of dealing with contact centres - a must listen !

Joe Beal is the CCO at DDC and wanted to do things differently. Along with his team they created DDC Discusses an event to showcase what happens when academia meets the world of CX & Contact Centres.

Team Leader Tips from the Novuna Team and more tales of my career thanks to Greenbean

I love meeting Paul at events and seeing his smiling face at any industry gathering plus this guy knows his stuff! In this episode we chat about Pauls career, and of course with paul being an expert from Sensee we cover things like; -What models could/should you use for home working - hybrid and when are different models appropriate? - What are the financial considerations? - Is office-based train...

Quality in contact centres and ChatGPT ? Whats happening ? Jaime Scoot CEO & Co-Founder of Evaluagent joins me to tell all. We also chat about whats the story behind Evaluagent ? Where did it all start and whats important to the team at Evaluagent and what is Jaimes story ?

Tim Farrell of Direct Line chats about all the cool things he and his team have been doing as part of their digital transformation. A fascinating, educating and insightful trip behind the scenes with an expert guide - loved this.

In this episode we chat about Craig's career and the dreaded imposter syndrome in a soul searching, open and honest session. Craig is an awesome guy and is passionate about putting contact centres right up there as a career of choice - loved chatting to him.

Jake Gardiner of Odigo really knows his stuff and chats about AI, NLP and much more in a great episode to listen to if you want to understand more about how cloud based technology can help your contact centre.

Thanks to Julie Mordue and everyone at Greenbean I've started sharing my story with them - head over to their website to see this and more......come with me to 1995

As the deadline nears to get your entries in for this years awards hear from two winners in this special episode. Jo Hodge from Sensee won Outsourced Contact Centre manager of the year and shares her experience and tips and then we hear from Claire Du Preez the Communities Programme Manager at Sky who tells us all about their heart warming entry that won - Most Positive Impact on the Community. An...

For this special episode I have gone back to the people and role in our industry I love the most - The Team Leader (Team Manager) and in this episode we have three great one's - Parveen Jamal, Charlotte Moody & Phil Berry - a great episode to mark this milestone.

In this episode I chat to Jackie Pringle & Rachel Newcomb of the CCMA about The UK Contact Centre Awards 

#148 Phil & Chris of The Forum on data, targets and performance. Following on from last week's excellent episode this is another episode where you are going to learn something !

Danny Wareham is an expert on culture and in this enlightening episode shares his mantra's and tips on installing a great culture in your organisation.

Chris Rainsforth and Phil Anderson of The Forum are experts on Resource Planning and bring that to bear in this illuminating episode !

Elli Barron & Russell Wilson of Sensee join me to talk all about running teams in a homeworking environment - Sensee are rightly regarded as our industries homeworking experts and Elli & Russell share just how they do it.

What a great guest Dr. Phoebe Asquith is ! A Doctor of Psychology Phoebe shares her knowledge and all the work she is doing in our industry on wellbeing, psychology and much more - a fascinating episode !