Get Out of Wrap - Contact Centre Chat

Celebrating their 25th anniversary this year the CCMA is a seminal organisation for all contact centre professionals - at the helm is Ann-Marie Stagg a role model for our industry. Ann-Marie covers a range of topics including the 25 year anniversary of the CCMA, the recent UK National Contact Centre Awards. She also talks about the judging process and judges& why you should enter the awards and the forthcoming European Awards. --- Send in a voice message:

Helen is regarded as a subject matter expert within the Quality Assurance & monitoring world. In this episode we chat about what she considers a fundamental area in the development of a best practice QA framework - Calibrations. A must listen if you are interested in maximising your quality function within your Contact Centre. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

Jo is a Senior Leader at John Lewis responsible for Operational Support - Customer Contact. 22 years as a Partner Jo has had a varied career and shares the lessons learnt and her passions for leading and coaching. Jo talks about her team winning a European Contact Centre & Customer Service award last year for their work and offers great advice on the importance of authenticity, feedback, reflection and personal purpose. --- Send in a voice message:

A departure from Contact Centre Chat to talk to Nik McEwan who recently walked over 700 miles in the UK to raise money for Shelter. We focus on that but also talk about mental health & Nik’s views on Linkedin & touch upon controversial topics like sexism. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

Chris is Head of Operational Management Best Practice for Verint and previously was at The Forum for many years as the Community Development Manager.  Many of you would have been at events and seen and heard Chris speak on a wide range of topics. He has been in the industry for 20 years and shares his journey from part time agent as a student earning some beer money to where he is today. He shares his passion and learnings about the Contact Centre industry and his desire to dispel some of the myths

Rachel Goddard is Quality Assurance Manager for a general insurance company with a call centre of over 2000 employees. Rachel is rightly considered as an SME in the QA world and she talks to me about disrupting current thinking around what QA currently does as well as making QA an industry within Contact Centres that people feel is a proper career path. And we also talk biscuits. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

There are 6,200 contact centres in the UK employing 4 million people. So many industries, careers, skills and interesting projects to talk about. No sales, no sponsorship - just me and interesting guests. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message