The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.
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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 ...
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Welcome to Talk Time with MaxContact, your go-to podcast for all things contact centre-related. Join us as we delve into the latest trends, strategies, and technologies shaping the world of contact centres. We explore topics ranging from operational best practices and team management to the role of AI in transforming customer interactions. Each episode features conversations with industry experts, sharing insights and practical tips to enhance your contact centre's performance. Tune in to Ta ...
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Welcome to Contact Centre Focus, your go-to podcast for industry insights and expert advice tailored specifically for advisors, agents, salespeople, team leaders, managers, and directors of contact centres. Join your hosts, Bob Morrell & Jeremy Blake, renowned sales trainers and executive coaches from Reality Training, as they share their wealth of knowledge from training thousands of people in contact centres worldwide. Our mission? To empower you and your team, ensuring that your contact c ...
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AI integration means more space for experts in the contact centre
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At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally. In this episode, Hefin shares his leadership journey and highlights the importance of balancing effecti…
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#190 Sandra Thompson on Emotional Intelligence - Part 2
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Part 2 - Sandra Thompson on Emotional Intelligence. A great episode to see in 5 years of Get Out of Wrap and Sandra demonstrates her own EI by getting me a cake ! In this episode Sandra shares more great tips on deploying Emotional Intelligence in the workplace - a must listen - not just for leaders but for everyone. --- Send in a voice message: ht…
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Expert Analysis: Leading and Empowering Hybrid and Remote Teams in Contact Centres
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Welcome to another episode of Talk Time! In this special episode we’re focusing on hybrid and remote working in contact centres, delving into how to effectively manage a hybrid or remote team, support their work-life balance, and keep customers at the organisation's core. This episode features insights from George Frater of ProblemShared, Danny War…
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Humans, not machines, are the future of customer service
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Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. Service Q creates and delivers culture transformation programs for businesses that want to change how they engage with customers and clients. In this episode, Jaquie shares her career journey and how her understanding of service culture has developed over time.…
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Contact Centre Innovation 101 with Paul Weald
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In this episode of Talk Time with MaxContact, Paul “The Contact Centre Innovator” Weald, Director of Multichannel Customer Experience, joins Sean McIver to share his perspective on contact centre innovation and what it takes to make significant improvements to customer experience. They dive into the importance of balancing demand with smart contact…
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Innovation means breaking the rules
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Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience. In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”.…
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#189 Sandra Thompson on Emotional Intelligence pt.1
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Sandra Thompson is an expert on Emotional Intelligence and Founder of Ei Evolution and is on a mission to equip leaders with this vital skill. Engaging, knowledgeable and fun this is a must listen 💜 --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
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Behind the Scenes: Building & Launching MaxContact's Spokn AI Speech Analytics
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In this special episode of Talk Time with MaxContact, Ben Booth, CEO at MaxContact, and Matthew Yates, VP of Engineering at MaxContact, join Sean McIver to unveil Spokn AI, our exciting new speech analytics product. In just twelve short months, Spokn AI went from concept to reality, with its first client going live in just two weeks. Ben and Matthe…
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How delegating mundane tasks to AI leads to more engaged employees
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AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well? Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and o…
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Send us a Text Message. Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre ag…
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Join me and come and chat to four of the awesome Team Leads at SSCL at the end of a great Team Leader Day. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
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Engage and Excel Your Contact Centre Team with Dave Clowes
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In this episode of Talk Time with MaxContact, Dave Clowes, Contact Centre Manager at NHS Shared Business Services, joins Sean McIver to explore the topic of team engagement. They share innovative strategies for motivating contact centre agents, performance management techniques, and the need to balance engagement metrics with employee morale. Dave …
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Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience. In this episode, Emma will discuss the importance of designing a good employee exper…
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#187 Chara-Lea Pidduck shares her inspiring story
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Join me to listen to the inspiring career to date of Chara - 10 years at DDC has seen Chara take on roles in sales, customer service, Team Leader, Quality, Chat, Social media, Change & C.I, Client services & Chara shares the impact post-natal depression had on her in what is an inspiring episode. --- Send in a voice message: https://podcasters.spot…
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Empowering Your Teams – Free Up Time & Focus on Valuable Work
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Send us a Text Message. Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only …
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Effective Strategies for Outsourced Contact Centres with Neville Doughty
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In this episode of Talk Time with MaxContact, Neville Doughty, Partnership Director at Contact Centre Panel, joins Sean McIver to explore how situational CX elevates customer service, the importance of pairing the right business with the right outsourced partner to deliver effective customer experiences, and how to find the perfect balance between …
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Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace. In this episode, Tim demystifi…
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Stop Using Manager Controlled Offers!
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Send us a Text Message. How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen? Well, strap in because we're dissecting that dance of discounts and it's quite the cha-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out…
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Greatest Hits: How to Create a Culture of Learning in Contact Centres with Chris Rainsforth
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Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and using technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super agents. Chris is an esteemed …
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#186 - David Holmes author of Leading the Line comes on to chat about the book
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David Holmes - Director at SSE and author of Leading the Line comes on to chat about the book. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
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How Zoom CX is reshaping the service experience
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Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe. In this episode, Dina and Phil explain how the latest technology from Zoom CX…
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Checking With Your Manager – It’s Time to Stop!
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Send us a Text Message. Do you understand the frustration a customer feels when you say “I need to put you on hold and check with my manager"? This episode promises to unravel why this all-too-common practice is holding back the potential of call centres everywhere. We confront the lack of agent empowerment head-on, striving to identify the bottlen…
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How to Effectively Lead 4,000 Contact Centre Agents with Adam Altoft
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In this episode of Talk Time with MaxContact, Adam Altoft, Customer Experience Director for Europe at Rentokil Initial, joins Sean McIver to unveil the challenges of leading large teams in the public sector, why you should treat KPIs as points of curiosity, combining customer analytics, feedback, and personal belief for positive change, and how to …
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#185 Katie Davies of DDC OS chats about her passion for The North & DDC Discusses
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Join me as Katie Davies - Client Development Director at DDC OS talks about the passion she has for the North and how it really is a metropolis of contact centres and mega CX professionals. We then chat about DDC Discusses.These insightful and different events are people focused rather than tech. Katie chats about how fundamental our understanding …
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Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes
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Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre. In this episode, Peter tells the story of how he went from working in contact centres to found…
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#184 - Andy Roberts - CEO at Sabio
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Meet Andy Roberts CEO of Sabio. Sabio are known to most people in the industry as innovators and great supporters of both people and the industry as a whole. This is a unique opportunity to hear about Andy's own journey and about the exciting goings on at Sabio. We talk about the history of Sabio, the future, how they engage and support their custo…
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Igniting a Customer-Centric Culture Revolution with Leonie Williams
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In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on custom…
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#183 Chris Mounce of Evaluagent on the launch of a new service & all things quality
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As well as being a lovely human being Chris is an expert in quality in the contact centre world and joins me on this latest episode to talk about the launch of a new service & all things quality & shares his career story in a really entertaining & insightful episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wr…
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Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Polit…
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#182 - Steven Miller - multiple award winning WFM & Planning Manager
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Steven Miller has spent his career in contact centres - starting on the phones and then moving into planning. A subject matter expert Steven is a multiple award winner and shares his story and tips in this episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message…
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Expert Analysis: AI’s Role in Revolutionising Contact Centres
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It’s a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we’ve been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact inc…
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Voice Tips for Contact Centres Part 2: Five More Key Tips!
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Send us a Text Message. If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills – and here are 5 more! This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways …
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#181 Sir John Kirwan - All Blacks Rugby legend & his mental health mission
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Sir John Kirwan or JK is a rugby & All Black rugby legend who played 63 tests & scored 35 tries, he was in the team who won the first ever rugby world cup and has been honoured for his services to mental health in New Zealand & across the world. Sir John or JK co-founded Groov a science backed, data driven platform to help people with their mental …
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#180 - The UK National Contact Centre Awards with Jackie Pringle
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Join me chatting to Jackie about the UK National Contact Centre Awards - the deadline for nominations is approaching so this episode will give you everything you need to know. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
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Charity begins at home: World Vision Australia’s approach to customer support
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Elisa Iurato is the Chief of Community, Retail & Supporter Experience for World Vision Australia. World Vision is a global charity committed to providing aid and resources to help children, families, and communities across the world overcome poverty. World Vision is currently involved in 347 projects in 40 countries. In this episode, Elisa explains…
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Helping employees to help the world
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Jono Kirk is the Executive Director of Supporter Experience at Compassion Australia. Compassion Australia is a not-for-profit organisation committed to providing access to healthcare and education to children around the world to lift them out of poverty. In this episode, Jono breaks down the reality of running a contact centre for a not-for-profit.…
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Today we have a quick announcement. We're changing the name of the show. From today, the podcast will be called 'The Calling: Your Guide to Leading Modern Contact Centres'. It's the same great content you've come to expect from us, but with a new name. And we already have a group of great episodes coming up. But you don't have to take our word for …
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#179 Jo Bonser of DDC OS on leadership
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Jo Bonser is an expert on people based leadership, coaching and creating the right environment for your teams to thrive a great way to start the podcast in 2024 --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
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