Get Out of Wrap - Contact Centre Chat

Erica is awesome and has been on the podcast twice before - she is an expert on digital learning and in this episode she takes us through how she successfully applied and delivered a TedX talk. From the concept, the application , planning, rehearsals this is everything you need to know about how to get a TedX talk done. Not content with that Erica is also going to be a Linkedin Learner ! We chat a...

Kicking off 2023 we are in the contact centre and getting a coaching and leadership masterclass with Barry Cooper - loved chatting to Barry !

At this years Call & Contact Centre Expo in November I was lucky enough to host a panel with Sandrea Morgan of Oner Active, Dan Fretwell of The Cotwolds Company and James Revell of Air France/KLM. At the Expo this panel really drew the crowds and it their were people stood as all the seats had gone ! The panel cover the main challenges they see for our industry next year and share tips and tho...

With circa 20 years behind him leading contact centres after starting on the phones Clayton made the jump to start his own business in leadership coaching. If you know Clayton you know what an awesome human he is and how much sense he talks on leadership , if you dont know him then after listening to this I bet you send him a message on Linkedin.

A brief summary of whats next for me and the podcast plus some industry news and details about the next three guests.

Andy Watts is a subject matter expert when it comes to some of the best cutting edge technology in our industry and in this episode I get to learn loads from chatting to him and I hope you do too.

Eugene Neale of Loveholidays chats chatbots...or rather digital assistants and the impact they can have on your contact centre.  It was a pleasure to speak to someone who is at the forefront of conversational AI and technological development in our industry.  The stuff loveholidays are doing with Sabio is fascinating and Eugene brings it all to life in this episode.

Jeanette comes on the show and talks all about her career and about some of the cool stuff Jabra are doing to help agents wellbeing and provide coachable information in the moment.  Jeanette comes from the phones and knows her stuff, her passion for our industry is known by many and I loved chatting to her on this episode.

Francesca Randle, Kelly Bristow and Josh Homans of Cactus Search discuss volume recruitment and how its changed post covid, brexit and amidst a talent shortage. They share thoughts and great tips on; Candidate Attraction prior and current Challenges now and how they advise their clients What the key drivers are for candidates. What processes they use on these campaigns and what they look for in re...

Peter Krykant is an amazing human being who through his efforts in helping those in need of help in our society namely homeless people and those struggling with addiction has been recognised and interviewed by the BBC and met the Queen. It wasnt always like this and Peter's passion in helping others is born out of struggling to rise out of this awful situation. His rise was helped by a contac...

Phil Anderson of The Forum is an awesome guest and true advocate of our industry and is someone truly passionate about learning.  Join me as we hear from Phil on; 1. Why should you listen to this - what will you gain? 2. Phil's career starting with 4 years on the phone, being a Team Leader, moving into WFM and undertaking training with the Forum before eventually joining them. 3. How to...

We've all experienced the revolution of home working as a result of the pandemic - what is it's future, is it here to stay ? How do you deal with isolation of homeworkers? What are the limitations and benefits ?  Who better to cover these topics than Steve Mosser of Sensee, Steve and the team at Sensee are the subject matter experts on homeworking and in this episode we talk all about it. Thi...

I've known Luke a long time and we worked together in Turkey so it was great to chat to him on the podcast. We chatted about Luke's early days as an agent on the phones in Australia all the way through to why he set up CloudCCaas. We chat about the challenges he is seeing in successfully implementing cloud technology and how to overcome those challenges and Luke also shares tips for starting out....

Phil Jordan - Head of Contact Channel Automation & Self Service @ Homeserve chats conversational AI in a fascinating episode where he shares great insight on how using cutting edge technology combined with operational teams can deliver excellent experiences for your customer and hugely improve processes. Homeserve in partnership with Sabio have been delivering some ground breaking stuff and we...

In this episode Richard Gregory chats about vulnerability. At a time when the cost of living and utility price hikes are causing real concern Richard shares Odigo backed research, personal stories and a real passion for helping both employees and customers as we navigate as an industry through a trying time.

Garry Gormley founder of the FAB Group and all round contact centre industry supremo and I discuss an article that states our industry is on the brink of collapse.

Sarah Thompson is a Rockstar analyst and proud of it ! As the Senior Capacity Planning Analyst at Skipton Sarah is an advocate of all just how great a career is in planning and influential planning can be for the ultimate success of your contact centre. Sarah is a tour de force and embraces her neurodivergence as a superpower.  This is an episode full of laughter, great topics and passion and...

Guy Masters , Matt Affron and Leigh O'Connell from Cactus Search come on and chat BPO's & James Bond. Whilst also covering key subjects we have a real laugh. The BPO sector can be an emotive one in our Contact Centre Industry and no area more so than recruitment.  Whether it's volume recruitment for big campaigns or key senior roles these guys have done it all and share their experie...

Laura Scott is COO at an exciting multi-lingual start-up Dialect. With a passion for technology being an enabler of great customer and employee experience.  We chat about her career, her passion , her team and how Dialect operate a great chat with a lovely person with a real growth mindset.

Beverley Hughes is a Contact Centre Expert and truly lives up to that title, a straight shooter tells it as it is and we spend an enlightening episode hearing all about Bev's career, thoughts on leadership and much more.

Anand Janefalkar is the Founder & CEO of Ujet.cx the people behind the world's first and only cloud based contact centre platform thats designed for the smartphone era of CX. Anand talks about the start of Ujet and the key problems the company was formed to overcome one of which is talking about visual and contextual communication we are all so used to in the smartphone era and he felt th...

We had such a blast and had so much more to say when David finished his first appearance on GOOW we had to do a 2nd.  In this one we talk about the transition from Team Leader to managing Team Leaders - amongst many other topics - get ready for interesting tangents ! 

As Head of the Customer Relationship Centre at Nespresso Dan knows all about culture and delivering true CX.  In an engaging, honest, helpful and funny chat Dan brings his career journey to life.  We also talk about culture, development, developing a great career in our industry. Dan is a great guest and a great bloke - loved this episode.

Stephen Yap is the Research Director at the CCMA. The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022.  In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres. This is a must read report and a must listen/watch if you want to...

Guy & Francesca are the awesome couple behind Cactus Search probably the most well known recruitment specialists in the Contact Centre industry - in this episode we find out about Francesca & Guy and hear the story of Cactus Search - how it began and whats changed from then to now. We talk about how the industry has changed and we hear from Guy & Francesca on their views on the contact...