Get Out of Wrap - Contact Centre Chat

Get Out of Wrap - Contact Centre Chat

There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. I’ll be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of Naomi House/Jacksplace Childrens Hospice.

Episodes

May 27, 2022 59 min

Jillian Manner is a Researcher & PhD Candidate from the University of Edinburgh & with the Scottish Collaboration for Public Health Research and Policy (SCPHRP & School of Health in Social Science has been conducting research in our industry in a key area of interest to us all and that is;

Workplace Health in Contact Centres.

This report is available by using the link below & is invaluable in shaping our contact cen...

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Alexandra Fus is our first ever guest from Romania and gives us key insights into this thriving modern location. We also talk about how  passionate Alexandra is about the BPO sector from A to Z, CX delivery and implementation.

Alexandra is a learning enthusiast and we talk about this and is a promoter for professional development especially for those at the beginning of the road.

A truly inspirational global episode.

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Tina Squire is the Digital Channels & operations Director at Interact CC. Tina is a passionate speaker on Neurodiversity in the workplace and this was heightened when she received her own diagnosis of ADHD. 

If you are curious about ADHD, think you have it, have it, have someone in your team with it or just want to learn then Tina's story, passion and knowledge on this subject is second to none.

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What a great episode - Maxine Allard is Senior Account Director at Odigo and is so insightful and passionate about our industry. In this episode we hear about her career and the impact it has has on her thoughts on a range of subjects from - Progression, Hybrid working, women in contact centres, the relationship between vendors and customers and much more. 


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Naomi Horne & Martin Pemberton talk about Mental Fitness and how to feel more confident, resilient, and energised to handle everyday situations in a more positive way.

A GOOW first with a couple coming on - I loved chatting to Naomi & previous guest Martin. They are awesome humans and have just started their own radio show. if you are not already I would suggest connecting with both on Linkedin. 

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Andy Cook is Customer Experience & People Director at Ruroc and previously was at Dyson & Ovo. We chat about his career which started as a young journalist. Andy shares really helpful tips.

We talk about Customer Communities and if you are thinking of setting one up Andy shares some great insights.

We also talk Digital, CX , Social Media and Andy's experience as a Lead Judge in UK & European awards.

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What an episode - Lucie is great and we covered - Diversity & Inclusion – a huge passion of Lucie's who founded the Women At Very network about 2.5 years ago. She shared how it has transformed from a supportive network to one that’s actively advocating for change. 

Lucie shares her Squiggly career and bravely talks about mental health and her diagnosis with OCD in her late 20's. She talks openly about it so as to inform...

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April 22, 2022 51 min

Colleen McCann and I have chatted for years after connecting on Linkedin and it's about time we got our chat onto the podcast. Colleen has had a really interesting career and shares great tips on marketing and business development. She shares how energised she is by the vision of HGS, part of which can be summarised by 'Bots & Brains'.

In this chat Colleen talks about outsourcing, or rather 'partnering with expe...

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A great episode with a real expert ! Klaus Failenschmid specialises in UI/Design Processes, chatbots & voicebots and linguistics in general and is Head of UX Chatbots and Interaction Technologies at Sabio.

Klaus tells us in this episode how these technologies can create excellent experiences for the customer and the agent and discusses their impact on the wider contact centre.

We also hear how Klaus was actually the first Europ...

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April 12, 2022 48 min

The Ukraine special 

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Thanks to our friend Iryna Velchyko we were given this opportunity to talk to three other members of the contact centre community in Ukraine. Two contact centre owners and an agent told us about their experiences in the war to date and also the work they are continuing to do from their contact centres. We also talk about how we can assist our colleagues in Ukraine in their hour of need.

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Matt is passionate about helping contact centres and customers have a better experience when it comes to identification and authentication. A voice biometrics expert Matt has written a book called 'Unlock your call centre' in this episode he tells tells us all about it and also covers;

 - We all tolerate poor security experiences without really understanding their implications (particularly on front line colleagues)

- Organ...

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David Holmes has had a very interesting journey to his current role and shares this inspirational journey with us and also shares some great insights and observations along the way - an authentic, insightful, interesting guest and SME.

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Omar Paul has been around the world working on contact centre based technology, predominantly CRM. In this episode we talk about Omar's journey including 7 years in Dubai. We talk about his 4 pillars for success. The CRM movement and CX through the salesforce lens. We talk about makepositive and Sabio and how they align and as you will hear Omar is positive about CX & Employee engagement and how they are intrinsically linke...

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March 19, 2022 77 min

It's funny what a number can do isn't it, why has the 100th had me thinking and emotional (positive) where the other ones have not ? It's a milestone and one I wanted to recognise by bringing together some of the awesome people who have been such a part of the podcast into one room to chat about our industry - thanks for listening and thanks for all the support, engagement and interactions along the way - love that :)  ...

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Erica Farmer Co-Founder of Quantum Rise was on last week and we chatted about so much stuff and had so much fun we wanted to finish with a part 2 to discuss following your heart and being happy at work. Erica has been there, done it and got the t-shirt so well worth learning from her ! --- Send in a voice message: https://anchor.fm/get-out-of-wrap/message
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Joining live from Kyiv, Ukraine Iryna tells us what its been like to leave the call centre and take up arms. Iryna is probably known to many of you as she has judged at the European Contact Centre awards and is a good friend of the UK Contact Centre Community. her contact centre community has stopped answering calls from customers and is answering the call to defend their homeland.

Hear what it has been like and you can help by con...

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Can you progress in your career whilst not compromising on who you are ? Marianne talks passionately about how you can. In this episode we cover many topics including being true to yourself and how to overcome the challenges you face. Talking of challenges Marianne also talks about the challenges she has faced as woman rising to the top of her game. 

We also talk about Outbound, where we both cut our teeth in this industry and why ...

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Stu Dorman has been on twice before and marks his hat-trick appearance with a trademark insightful chat about our industry.  Voice has stood the test of time as the dominant channel in our industry and Stuart shares why its short sighted to try and kill it.

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Erica is the co-founder of Quantum Rise Talent Group and is a subject matter expert in L&D - we talk about Erica's career and the birth of Quantum Rise at the start of the pandemic and how progressive L&D practitioners embracing digital techniques have delivered exceptional results - Erica talks passionately about the industry, values and much more. --- Send in a voice message: https://anchor.fm/get-out-of-wrap/messa...
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