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.
…
continue reading
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 ...
…
continue reading
Contact Centre Focus is an industry specific, regular podcast, which will offer advisors, agents, salespeople, team leaders, managers, and directors of contact centres, the very best advice. Our perspective is to develop individuals and management, so that the contact centre industry, including call centres, web chat teams, and virtual contact centres, is fit for purpose in the modern world. Your presenters, Bob Morrell & Jeremy Blake are leading sales trainers and executive coaches who run ...
…
continue reading
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 ...
…
continue reading
1
The shift to self-scheduled work
42:37
42:37
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
42:37
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…
…
continue reading
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 what the customer is th…
…
continue reading
1
Greatest Hits: How to Create a Culture of Learning in Contact Centres with Chris Rainsforth
35:27
35:27
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
35:27
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 …
…
continue reading
1
#186 - David Holmes author of Leading the Line comes on to chat about the book
44:45
44:45
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
44:45
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
…
continue reading
1
How Zoom CX is reshaping the service experience
31:13
31:13
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
31:13
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…
…
continue reading
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 bottlenecks that stall service …
…
continue reading
1
How to Effectively Lead 4,000 Contact Centre Agents with Adam Altoft
30:33
30:33
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
30:33
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 …
…
continue reading
1
#185 Katie Davies of DDC OS chats about her passion for The North & DDC Discusses
36:08
36:08
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
36:08
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 …
…
continue reading
1
Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes
29:08
29:08
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
29:08
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…
…
continue reading
1
#184 - Andy Roberts - CEO at Sabio
38:09
38:09
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
38:09
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…
…
continue reading
1
Igniting a Customer-Centric Culture Revolution with Leonie Williams
32:23
32:23
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
32:23
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…
…
continue reading
1
#183 Chris Mounce of Evaluagent on the launch of a new service & all things quality
52:56
52:56
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
52:56
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…
…
continue reading
1
The omnipresence of omnichannel
36:48
36:48
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
36:48
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…
…
continue reading
1
#182 - Steven Miller - multiple award winning WFM & Planning Manager
42:11
42:11
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
42:11
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…
…
continue reading
1
Expert Analysis: AI’s Role in Revolutionising Contact Centres
22:43
22:43
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
22:43
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…
…
continue reading
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 that resonate with custo…
…
continue reading
1
#181 Sir John Kirwan - All Blacks Rugby legend & his mental health mission
53:17
53:17
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
53:17
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 …
…
continue reading
1
#180 - The UK National Contact Centre Awards with Jackie Pringle
34:31
34:31
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
34:31
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
…
continue reading
1
Charity begins at home: World Vision Australia’s approach to customer support
28:31
28:31
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
28:31
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…
…
continue reading
1
Helping employees to help the world
30:46
30:46
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
30:46
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.…
…
continue reading
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 …
…
continue reading
1
#179 Jo Bonser of DDC OS on leadership
39:41
39:41
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
39:41
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
…
continue reading
Why are some advisors effective and some less so? Let's unlock that mystery! In this episode Jeremy Blake and Bob Morrell show you how important and flexible the voice is – and how you should be using it. In the first part of our special double-feature, we're laying down five key tips that will make your voice the secret weapon of your call centre.…
…
continue reading
1
The Anatomy of Successful CX in Contact Centres with Keith Gait
30:09
30:09
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
30:09
In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and…
…
continue reading
Top Tips for 2024! What is going to make the biggest difference this year? Ready to take your customer service to a new level? Call centres all over the world need key areas of focus to have a great year. We're talking about the art of selling—yes, even you, the customer service pro, are in sales, whether you're booking appointments or solving prob…
…
continue reading
1
Redefining Contact Centre Leadership with Clayton Drotsky
31:55
31:55
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
31:55
In this episode of Talk Time with MaxContact, Clayton Drotsky, Director and Founder of Growth Crew, joins Sean McIver to unveil his inspiring transition from contact centre agent to influential leader, the difference between management and leadership, and the significance of building meaning into the work environment. With a 17-year career in the r…
…
continue reading
1
Achieving a Seamless Customer Experience with Chatbots: Expert Advice from Tim Farrell of Direct Line
31:27
31:27
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
31:27
Tim Farrell, the Business Transformation Manager at Direct Line, joins Sean McIver to discuss the limitations and benefits of using chatbots for an enhanced digital customer experience. Tim Farrell, Direct Line's Business Transformation Manager, plays a key role in introducing innovative features and enhancing solution performance. Before his curre…
…
continue reading
1
Team Leaders: Building Resilience in Your Contact Centre Teams
14:44
14:44
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
14:44
Team Leaders, is your contact centre team prepared for the challenges of peak seasons and ready to emerge stronger? Join us for a discussion on resilience – a crucial trait for thriving in the demanding environment of a contact centre. We’ll tap into Dr. Kenneth Ginsberg’s insights on the Seven Cs of resilience, covering competence, connection, cop…
…
continue reading
1
#178 Pete Lees & Barry Cooper chat about radical candour
38:28
38:28
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
38:28
Everyday in the Team Leader Community I do a Live Stream where we chat about all things leadership in contact centres. Today Pete & Barry shared so many great things about how candour can help you lead better I wanted to share it wider than just the community. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/mess…
…
continue reading
1
GROW Your Contact Centre with Sarah Hunt & Julie Mordue
29:14
29:14
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
29:14
In this episode of Talk Time with MaxContact, Sarah Hunt, Associate Director of Client Solutions at greenbean, and Julie Mordue, Head of Marketing & Partnerships at greenbean, join Sean McIver to discuss showcasing contact centre talent. They explore the changes in the contact centre industry, the evolution of contact centre roles, and the impact o…
…
continue reading
Interview Skills and Tips: Ready to be the stand-out candidate at your next call centre job interview? Join us, Bob and Jeremy of Reality Training, where we promise to equip you with the exact insights and strategies you need to impress any interviewer, regardless of their role or seniority. We share key tips on demonstrating your understanding of …
…
continue reading
1
#177 The ECCCSA's 2023 - a celebration of the Contact Centre & Customer Service Industry across Europe
35:15
35:15
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
35:15
Join me as one of the media partners at this years European Contact Centre & Customer Service Awards night in London. Hear from many guests recount the buzz and atmosphere of the night and share their reflections on 2023 and thoughts about the year ahead. What a night --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-w…
…
continue reading
1
How Data and Intelligence Shape the Future of CX with Rob Wilkinson
28:28
28:28
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
28:28
In this episode of Talk Time with MaxContact, Rob Wilkinson, a Customer Experience Consultant at The Car Charge People, joins Sean McIver to explore how data and intelligence can drive CX. They delve into compliance and customer trust in the digital age, data mapping, and AI's role in enhancing customer service. With over two decades of experience,…
…
continue reading
1
Mastering Your Festive Contact Centre Party - Christmas Party Tips
12:56
12:56
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
12:56
Picture this: You're at your Contact Centre Christmas party, the music is playing, the drinks are flowing, and you're just about to photocopy your body parts as a fun party trick. Stop right there! We're here to guide you through the do's and don'ts of the Christmas party, especially in a Contact Centre environment. After years of enjoying (and sur…
…
continue reading
1
#176 - Helen Beaumont Manahan of BPA Quality on Vulnerability
47:34
47:34
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
47:34
A firm favourite of the show and the industry Helen Beaumont Manahan of BPA Quality is back ! In this episode Helen talks about Vulnerability and why this training has been the most requested for BPA this year. Helen shares tips and best practice on this key area for contact centres. --- Send in a voice message: https://podcasters.spotify.com/pod/s…
…
continue reading
1
When Data Meets Intuition: Perfecting the Customer Journey with Laura Montgomerie
33:43
33:43
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
33:43
In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you…
…
continue reading
1
#175 - Chatting to Team Leaders & Trainers at DDC Outsourcing Solutions
38:44
38:44
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
38:44
Chat with me and Charlotte, Malcolm, Megan, Jo and Matt from DDC Outsourcing Solutions - this is real contact centres and is heart warming. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
…
continue reading
1
Redefining Customer Service: The Upselling Advantage – Service is Sales.
13:30
13:30
Later Afspelen
Later Afspelen
Lijsten
Vind ik leuk
Leuk
13:30
Are your customer service people salespeople? Brand Ambassadors? Efficient Administrators? This episode takes a deep dive into the fascinating world of customer service at 'Bob's Insurance', a company whose customer-centric approach has revolutionised the way their agents handle sales. We dissect a fictional customer service call, demonstrating how…
…
continue reading