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Get Out of Wrap - Contact Centre Chat
42 minutes | Jan 14, 2022
#89 Angella Hill-Wilson - role model, activist, industry subject matter expert & all round amazing human
From starting on the phones in Telemarketing to setting up Call Centres across Europe and running her own successful business Angella is a real role model. We talk about her journey and she shares great advice and insights. We also chatted about Angella's passion & activism for Equality, Diversity & Inclusion and how her own experiences shaped that and how we can be allies. Angella is rightly considered a subject matter and lovely human and I am sure after listening you will think so too.
59 minutes | Dec 18, 2021
#88 David Harrison - Director of Customer @ Atlanta Group
Whilst working at a fairground style stall at Alton Towers giving teddy bears away a bit too freely David Harrison discovered the magic of customer service.Hear this and the rest of David’s story as a slightly introverted young man was catapulted into positions he thought he wasn’t ready for, yet thrived.David has led teams to 7 awards and talks passionately about leaving behind the command & control culture prevalent in a lot of contact centres to ones of purpose driven & trusted teams.I loved talking to David and he shares tips and insight throughout - this is a must listen/watch for;- anyone who wants their teams bought into a business & brand in profound ways- people who might be slightly introverted or who have been anxious - Leaders who want to engage front line teams in CX & CI - People who want to learn what it takes to win some great awardsDavid also talks about the leaders who have had an impact on his career, fruit pastilles and Stoke.
61 minutes | Dec 3, 2021
#87 Sandrea Morgan
I am so lucky doing the podcast as I get to talk to brilliant people and Sandrea is one of those. Sandrea shares her inspirational personal story and journey into our world of contact centres and shares her tips and current cutting edge world at Depop. I loved talking to Sandrea about the topics she is passionate about and Sandrea celebrates and leverages difference and diversity within her teams to deliver excellence. A brilliant guest I know you will love listening to this episode.
38 minutes | Dec 1, 2021
#86 Helping Team Leaders be better emotionally intelligent leaders with Chris Rainsforth
How do you become a more Emotionally Intelligent leader that leads with empathy ? In this episode myself and Chris discuss our experiences and offer some advice and tips.
50 minutes | Nov 27, 2021
#85 Lee Houghton - Change & Connecting the dots
Lee and I have started talking every week and I always feel great after speaking to him and I learn something. An expert in Change there are some great lessons and tips shared in this episode and Lee also talks Monkeys, Elephants, Stand Up Comedy and his forthcoming Christmas single - whats not to love ?
51 minutes | Nov 19, 2021
#84 Justin Haines - COO at DOJO
I've been trying to get Justin to come on from the outset of the podcast and I finally cornered him. Justin is rightly considered one of the key leaders in our industry and today talks passionately about delivering for your customers and for your employees. he shares Dojo's journey and vision and how the concept of Tribes is going to see their NPS & CSAT continue to grow !
26 minutes | Nov 5, 2021
#83 How are you preparing for 2022
I was recently part of the panel discussing this topic at the UK National Contact Centre Conference and I wanted to share some of the points raised.
52 minutes | Oct 23, 2021
#82 Dino Forte - CEO & Founder of Ventrica
Dino first came on the podcast over a year ago and we have a lot to talk about. The challenge facing all contact centres at the moment - recruitment is our first topic. We talk about Dino's views on why returning to our vibrant contact centres is so important. We talk about Ventrica's expansion internationally and their latest investments in technology. Dino rightly is considered one of the nicest guys in our industry and its always a pleasure to speak to him
40 minutes | Oct 20, 2021
#81 Mindset with Martin & Chris
Being a customer facing team member in our industry is tough, on this podcast we talk about mindset and the factors that are important in helping your agents get and keep the right one.
46 minutes | Oct 15, 2021
#80 Brucine Francis on Recruitment & Diversity & Inclusion
Brucine Francis is a Uk & International recruiter for the Customer Contact Industry and shares her expertise and journey. Brucine talks about her work in Diversity and Inclusion and recounts her own experiences of dealing with racism in her life. Brucine is amazing and I am so glad I did this podcast so you can hear her too.
66 minutes | Oct 1, 2021
#79 Nik McEwan is back for a record breaking 5th appearance.
Nik is a good mate now having chatted many times both on the podcast and off it. He's a successful business owner, charity champion and Linkedin leader. Today we talk about many many things that were on Niks mind.
42 minutes | Sep 24, 2021
#78 James Revell shares his views & knowledge on our industry
James is always a great listen - his knowledge, skills and just the person he is makes for a great episode.
50 minutes | Sep 17, 2021
#77 GOOW Michael Sherwood - Head of Digital Experience at ATOM Bank
I've known Michael since 2017 when we judged together and he has been someone I have wanted to come on the podcast since I set it up in 2019. Michael is a subject matter expert in call & contact centres, CX and DX and shares his career journey, his passion for customers, start up tips, and shares the journey that Atiom have been on. A great episode and guest - hope you enjoy.
8 minutes | Sep 10, 2021
GOOW Huddle 1009
The first GOOW huddle, before we start the working day I will record no more than 10 minutes of industry news, thoughts, top tips, book recommendations and anything else that takes my fancy - this is the first one - let me know what you think.
83 minutes | Aug 20, 2021
#76 Martin Pemberton - Professional footballer for a decade talks football and Just 1 to 11
Martin Pemberton worked hard to live alot of peoples dream for a decade - he was a professional footballer. This career was ended by injury and Martin suffered until he created Just 1 to 11. In a funny, heart warming, real and authentic episode Martin shares his lifes journey and how Just 1 to 11 saved him.
55 minutes | Aug 13, 2021
#75 Andrew MacAskill - Linkedin Job Search expert & Linkedin Changemaker
Andrew MacAskill is a job search guru with a following of over 80,000 on Linkedin and is an official Linkedin Changemaker due to his unstinting support and guidance to job seekers. An episode well worth a listen if you are job searching or might be in the future.
52 minutes | Aug 5, 2021
#74 Alice Henderson of John Lewis
In this episode I am joined by the lead of the award winning John Lewis Customer Care team Alice Henderson and she talks about management and governance of change activity within contact centres. How do you govern it across multiple head office stakeholders, manage the volume of change,and prioritise effectively. She also talks about how the team helped shape the strategy for customer care with our senior leaders, and built the distributed working model last year. Alice is illuminating and insightful and I really enjoyed chatting with her.
53 minutes | Jul 30, 2021
#73 David Preece of QStory talks planning, intraday automation & much more
David has been in contact centres since starting on the phones some 20 years ago. He found he had a talent in planning and hard work and research has seen him become an SME in this area. In this episode David talks about planning for hybrid workforces, intraday automation, workforce engagement and how real time agility is more beneficial to your business than forecast accuracy. A great episode with a great guy & not just because we have similar beards :)
55 minutes | Jul 23, 2021
#72 Garry Gormley chats about customer & colleague loyalty in Contact Centres
Garry is founder of Fab Solutions and also the founder of the Contact Centre Network, prior to that he had a long career at BUPA. In this episode we talk about his career to date, about how to create customer and colleague loyalty in your Contact Centre and Elephants, dead fish & vomit :)
68 minutes | Jul 16, 2021
#71 Jimmy Hosang CEO of The Modular Analytics Company
Jimmy Hosang is the CEO of The Modular Analytics Company and he brings the authenticity and engagement you'd expect from that company to this podcast. I loved chatting to Jimmy and found him inspirational as he talked about his journey and his ethos. We also talked about the digitisation of the contact centre and how Jimmy is passionate about people development and their use in contact centres.
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