Get Out of Wrap - Contact Centre Chat

In another episode dedicated to sharing tips and advice - this topic is one close to our hearts as Operations people and that is Incentives and Games in the Contact Centre

Nik and I have developed a real friendship from Linkedin and these podcasts. Nik is the founder of Winning Bid Ltd and we talk about his business, his latest charity work and we chat about society - love this future Nicaraguan president like a brother.

Pete Dunn is an expert on QA in Contact Centres and in today's episode on sharing top tips we talk Scorecards. Get this vital part of QA right. As we're mates we have a laugh too.

Daniel is the The Executive Health Coach and runs a very succesful business helping executives lose weight, become healthy and happy. His method is fully holistic and if you want to be the best version of yourself this is the episode for you.

Well known in the industry Mark Conway is the founder of CCP recruitment. In this episode Mark talks about his journey and how contact centres changed his life, recruiting in our industry, setting his own business up, the last crazy year and also top tips for job seekers. Great to chat to Mark and it gave me real hope for the future. Plus Mark is a fellow Spurs fan so some football chat slips in !...

The first of its kind on GOOW this is an episode solely dedicated to sharing tips and will be the start of some mid-week episodes. Joined by my mate & 5 time guest Chris Rainsforth we cover ten top tips for team leaders.

Sarah Hunt is well known in the industry and a real all round SME in Contact Centres. Sarah talks about her career in contact centres, her role at the CCMA, her views on what the future has in store for our industry and we talk about a subject that Sarah is passionate about and that is the menopause. A subject that needs more discussion and air time. Sarah is great - always engaging and very infor...

Pete Dunn is a great advocate of mental health and I have benefited personally from being his friend and hearing him talk on this subject so as mental health awareness week comes to an end Pete talks about his own experiences and we both share resources and thoughts. The app Pete mentioned is called reachout worrytime – you stick your worries in a vault type area, then revisit them later when you...

Stuart Dorman is the Chief Innovation Officer at Sabio and a few weeks ago we talked on this podcast about some elements of technology in the contact centre but today wanted to focus on AI. I found chatting to Stuart illuminating and informative and hope you do too. Linked sites mentioned on the podcast; Free Imposter syndrome course https://members.nowisyourtimeto.com/a/2147487031/rLCfhTVt Naomi...

To mark this podcast being two years old I finally got Mia to come on again (after her being the star of the podcast according to Ann-Marie Stagg) on episode 1 - this short bonus episode was recorded by Mia on my phone. Normal service to be resumed next week for the real episode 60....

A further chat with one of Get out of Wraps founder guests, long standing and t-shirt wearing supporters of all things GOOW - Chris Rainsforth. Love chatting to this guy.

In a powerful episode, one that was a privilege to be part of, hear from Lee Houghton - Business Improvement Coach at Get Knowledge. Lee shares the incredibly powerful story about the tragic death of his best friend and the three life lessons his mate shared with him. Lee lives his life by these lessons and brings them to life in his work with contact centres too. I really hope you enjoy this epis...

Stuart is well known in our industry and, like me, you have probably enjoyed him speaking at an event. Stuart is an SME and is very forward thinking - we have a great chat about a couple of topics that I think you will all find very interesting. The role of the contact centre in the new normal. New ways of working in the contact centre – learning from digital. We'll be getting together again as we...

Today I am joined by two experts and all round awesome humans Yvette Renda and Helen Beaumont Manahan who join me to chat about training and coaching in a hybrid virtual / in person world. Yvette and Helen cover... Coaching/Managing in a hybrid environment – tips for coaches/managers juggling virtual and in person support as some staff return to the office Realities of virtual learning – key...

This is the Hat trick appearance of Nik McEwan - Founder of Winning Bid Ltd - Linkedin phenomenon & future president of Nicaragua (you'll have to have listened to the others to get that final reference)  Love chatting to Nik - we dont always agree but I consider him a friend and I value him a lot. Nik reflects on the last year and we talk about some of the hot topics. As always Nik is int...

Franck Sait-Etienne is the Global WFM Process Lead @ Uber and joins me from Amsterdam for this episode of Get Out of Wrap. We talk about Franck's journey from Arvato, to Booking.com and then Uber. We talk about why WFM, what challenges the pandemic has bought, some WFM best practice and whats in store for the future of WFM. Franck is a great person to have on as the podcasts first International gu...

My first guest that is known by an abbreviation CVP ! I met Charmaine many years ago and have always been impressed by her and know you will be too. A well known person in our industry and rightly so CVP talks about her career to date, the lessons she learnt and the importance of having fun and laughing at work. She tells us about the exciting things happening at H&B and gives her views on the...

Forgive this departure from contact centre chat but I wanted to use the medium of the podcast to share some tips on how men can make women feel safe in public. In the wake of the terrible news about Sarah Everard a group in Clapham called # reclaim these streets' wrote; 'We believe that streets should be safe for women, regardless of what you wear, where you live or what time of day or night it is...

Thank you so much for supporting me all the way to 50 episodes. Who'd have thought a niche home grown podcast about contact centres would have got here - thank you all for listening. I wanted to mark this special occasion by talking to Lucy Gray who is a regional fundraiser for Naomi House - Jacks Place - children's hospice that offers specialised care for children with life limiting illnesses and...

Trevor joins me again to share the findings and tips picked up by the CCF on the important topic of mental health. Thanks for coming on and talking about such a vital topic Trevor especially at the moment. 

Rula Samara - Contact Centre Manager at Hitachi Capital (UK) is a brilliant guest, a brilliant example of what good looks like in our industry and a brilliant person. Rula is the Gold Award Winner for the CCMA 2020 Contact Centre Manager of the Year - Large Team and was Highly Commended in the 2019 Women In Credit Awards for Team Leader of the Year - Large Team. Rula talks about her career in cont...

In this episode we cover Training in contact centres. I am lucky enough to be joined by Sophia Jakeman and Helen Manahan - experts in their fields, we talk about; How has the pandemic changed training and peoples views on it ?  How is it being delivered and what best practice tips would you share? We also spend some time talking about a key topic that is proving to be very popular at the mome...

Jackie Pringle of the CCMA talks about the UK National Contact Centre Awards and the importance of recognising people during this difficult time and the positive emotional impact of getting involved. Jackie gives loads of examples of the positive impact of being involved – both for contact centre professionals and also the judges.  As well as reflecting on the engagement and impact of last ye...

Recorded live with no editing & published the same day I carry on my series of chats with my good friend Chris Rainsforth.

Stephen Yap is the Research Director at the CCMA ( Call Centre Management Association ) and you might have , like me, enjoyed his presentation at this years conference where Stephen shared the output of the research into our industry and the future. On our episode today Stephen covers the perception of contact centres, what is insight ?, CX , Operations and how important contact centres are a...