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PODCAST

Get Out of Wrap - Contact Centre Chat

Martin Teasdale

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

business management

All Episodes

00:10:11

#27 Just some rambling

Get Out of Wrap - Contact Centre Chat ·

2020/06/11

With 3 recordings next week I thought I'd make sure there is an episode out this week just with a few things from me. There's a thanks to Anne-Marie Stagg who announced her retirement this week. A recommendation to check out two people doing great things in our industry and finally highlighting some job seekers from my network. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:24:38

#26 Pete Dunn talks about contact selection for your...

Get Out of Wrap - Contact Centre Chat ·

2020/06/05

Pete Dunn has a wealth of experience and knowledge of QA and shares his tips here. Pete has worked at The Forum, N-Power and now BPA Quality and in this short episode shares his thoughts on selecting the right contacts for your QA activity. Recorded a couple of days before Pete & Stephanie welcomed to the world their son Flynn - congratulations to you both ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:47:38

#25 Chatting with Donna Elliott & Cheryl Lee of ‘Now...

Get Out of Wrap - Contact Centre Chat ·

2020/05/29

After leading large contact centre operations best friends & soul sisters Donna Elliott & Cheryl Lee set up Now is your time. They are on a mission to empower female leaders tackle self belief & imposter syndrome and achieve success & true happiness. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:37:45

#24 Chatting with Phil Kitchen of The Contact Centre...

Get Out of Wrap - Contact Centre Chat ·

2020/05/26

Phil Kitchen is Director at CCP ( The Contact Centre Panel) and has over 30 years experience in the industry. He talks about his journey and shares tips plus talks about the work and ethos of CCP. He also shares his thoughts on the world of outsourcing, referencing the current crisis, we cover homeworking, clients views, On shore or off shore, automation and the future of outsourcing. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:22:14

#23 Chatting with John Devlin the co-founder & CEO of...

Get Out of Wrap - Contact Centre Chat ·

2020/05/15

With contact centres in England, Scotland, The Netherlands & România Ascensos are an award winning outsourcer, we hear from their Co-founder & CEO John Devlin. We chat about his 20years in the industry, he shares advice & tips, we talk about how Ascensos moved to a home working model due to the corona virus crisis and John shares his vision for the future. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:40:38

#22 Chatting with Dino Forte - CEO of Ventrica

Get Out of Wrap - Contact Centre Chat ·

2020/05/08

For the start of Season 2 of GOOW I am joined by Dino Forte the CEO of Ventrica. We talk about his journey, what it means to be a ‘Ventrican’ and how he & his team moved 800 people home to still operate in this crisis, Dino also shares his personal experience of having & thankfully recovering from Covid-19. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:17:12

#21 The team behind the ECCCSA’s talk about the...

Get Out of Wrap - Contact Centre Chat ·

2019/12/05

Last week 1300 people gathered in London to celebrate the winners in 32 categories at the biggest awards ceremony the customer contact industry has ever seen. In a #GOOW first this group recording features a chat with the people behind the awards - Ann-Marie Stagg, Leigh Hopwood and Jackie Pringle. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:21:50

#20 Catherine Lindsay - Head of Customer Experience...

Get Out of Wrap - Contact Centre Chat ·

2019/11/15

Catherine Lindsay is an award winning Customer Experience leader with 21 years experience in this field. Currently Head of Customer Experience at Hitachi Capital Catherine was previously Director of Customer Experience at Hermes. A real SME Catherine has recently been a judge both at the ECCCSA awards and also the CX awards. She talks to me about her career, her outlook on work, post natal depression, the three awards she’s won, judging at awards & the benefits of flexible working and looking after

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01:15:50

#19 Faye Herring talks Resource planning including...

Get Out of Wrap - Contact Centre Chat ·

2019/10/25

With 10+ yrs in managing Resource planning teams Faye has great skills and experience leading teams in a multi-channel, multi-lingual and multiple location environment. Faye leads a team of 9 Real time analysts responsible for 2000 FTE for SSE. We talk about resource planning challenges, best practice, answer listeners questions & talk about Faye’s own career. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:31:26

#18 Mark Healey talks training, his journey from...

Get Out of Wrap - Contact Centre Chat ·

2019/10/18

With extensive experience in training and leading change in contact centres in the UK and offshore Mark is a unique talent. Great fun to be around and with clear opinions on getting the best from training for contact centre teams Mark is someone whose opinion is definitely worth listening to. I've been lucky to work with Mark in the past and those who have like me have always like to hear from him. We had a lot of fun recording this & I really hope you like listening to. --- Send in a voice

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00:44:31

#17 Helen Beaumont Manahan & understanding cultural...

Get Out of Wrap - Contact Centre Chat ·

2019/10/11

A Get out of Wrap first with Helen back on the podcast for the second time. Helen is the EMEA Quality Solutions & CX Manager for BPA Quality and is an expert on improving human interactions and quality monitoring. Working on multi-lingual projects for global brands and herself a fluent French speaker has seen Helen develop a real passion for understanding cultural nuance which she covers in this episode along with high and low context. She covers what cultural nuance is and examples of cultural

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01:23:02

#16 James Revell - General Manager at Air France - KLM

Get Out of Wrap - Contact Centre Chat ·

2019/09/20

James is a multiple award winning leader at Air France - KLM where he has worked for 21 years, the last 4.5 years as General Manager. You may have heard James last year as he delivered a key note speech at the National Contact Centre Conference. At Air France - KLM as well as leading the contact centre operations James recently has overseen a successful transformation programme which entailed leading the operational merger of two similar centres to achieve an integrated working methodology for

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00:54:45

#15 Sham Aziz - Head of Customer Services at Selfridges

Get Out of Wrap - Contact Centre Chat ·

2019/09/06

I really enjoyed chatting to Sham Aziz who is Head of Customer Service at Selfridges. Sham covers his 17 year journey in delivering in contact centre operating models and working in and leading the customer service and contact centre teams for some great companies. In an enjoyable chat we also talk about; Culture Advisor motivation & performance work / life balance People being themselves Lessons learnt Delivering customer service & focusing on team members The importance of mentors and

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00:53:58

#14 Helen Ginman chats about wellbeing & mental...

Get Out of Wrap - Contact Centre Chat ·

2019/08/23

After working with contact centres for 14 years, most recently as Senior Director of Operations, Helen started her own business working with organisations to promote positive mental health & wellbeing, to transform environments within the workplace to prevent poor mental health and better support those who do struggle. In this episode, amongst other things we discuss; key triggers within contact centres that are often present and can contribute to poor mental health. the challenges for contact

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00:46:25

#13 Guest host Rachel Goddard takes the reins of GOOW...

Get Out of Wrap - Contact Centre Chat ·

2019/08/16

For this 13th episode of the podcast a key guest, contributor and supporter of the podcast Rachel Goddard had an idea. (Matt Bourke and Helen Beaumont Manahan - also guests & key contributors also suggested this). The idea was to turn the table and microphone on me. Thinking 'don't ask someone to do something you are not prepared to do yourself' I agreed. I can now say it is more nerve wracking being the guest than hosting. Despite the nerves I really enjoyed our chat and hope you do too - we

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00:50:55

#12 Nerys Corfield talks about delivering exceptional...

Get Out of Wrap - Contact Centre Chat ·

2019/08/09

Nerys is a key figure in the Contact Centre Industry with almost two decades owning the P&L and SLA delivery of contact centre services for many national brands (Volkswagen; Vodafone; British Gas; News UK and National Apprenticeship Service). Nerys now runs Injection Consulting - providing contact centre consultancy This is combined with being a member and former Chair of the DMA Contact Centre Council ('16-'19) plus being a judge for the ECCCSA’s and UKCCF awards. Nerys has spent four years

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01:19:02

#11 Ed Wells of Sologic talks about organisational...

Get Out of Wrap - Contact Centre Chat ·

2019/08/02

In this episode I have a fascinating conversation with Ed Wells, Ed is Head of Strategy & Development (EMEA) at Sologic and provides thought leadership, delivers presentations and training across the country (and has written a book) on complex problem solving. Ed talks about how repeat mistakes get ingrained in organisations and how many of these manifest in the contact centre environment. Ed informs and trains professionals in complex problem and marginal gains and these professionals are either

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00:46:58

#10 Paul Moore of LV talks Training Best Practice

Get Out of Wrap - Contact Centre Chat ·

2019/07/19

Paul Moore of LV is Head of Operational Training , QA & Customer Relations. Paul and his team won a Gold award at the Learning Awards 2019. Today he shares his thoughts & best practice on Training. In this episode Paul covers amongst other things; - Training & working with other support functions as well as Operations. - The impact of Digital on training and using it effectively. - The skills needed to be a good trainer - Catering for different generations in Training And much more. ---

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00:42:07

#9 Ed Marks National Quality Manager of the AA talks...

Get Out of Wrap - Contact Centre Chat ·

2019/07/05

Balancing CX & regulatory requirements in your quality framework is a challenge. Ed is an SME in the Quality world and shares his views on this and Ed also covers the following; - the work of his team in The AA - getting a seat at the table for QA - how QA can positively disrupt CX & Ops - QA as early detectors - CX & Regulation - commercial vs regulation - the difference between compliance and quality - feedback & coaching Ed also shares great advice on career progression. ---

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00:39:58

#8 Matt Bourke of Sensée talks about Homeworking

Get Out of Wrap - Contact Centre Chat ·

2019/06/21

With 49% of Contact Centres either already using homeworkers or considering it Homeworking is an important growing area. Matt Bourke is Head of Service Delivery at Sensee and shares his thoughts and best practice on this topic. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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