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Published weekly this is a podcast for anyone interested in Call & Contact Centres - whilst UK based the best practice and tips shared apply to listeners all over the world. Come and listen to chats with Contact Centre Experts in all the disciplines we have in our vibrant, fun, creative and fast paced contact centres. Hear how leaders have got to where they are now - gain from their experiences and insight. Hosted by contact centre expert Martin Teasdale
 
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Contact Centre Focus

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Contact Centre Focus

Jeremy Blake and Bob Morrell

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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 ...
 
The Centre Pass Podcast is a weekly netball podcast dedicated to the Suncorp Super Netball League, recapping each round as well as covering international competition. Contact: centrepasspodcast@gmail.com // @CentrePassPod Listen to Season 1 here: https://soundcloud.com/user-244720548/sets/centre-pass-podcast
 
According to the Government of Canada (see link below), 1 in 3 Canadians experience mental illness during their lifetimes. Our mission statement is to destigmatize mental illness. Our lived experience with mental illness may help others recognize symptoms in their lives, or understand the struggles of neurodiverse individuals. This podcast is released by Peer Health volunteer students. Peer Health USask is a Student Wellness Centre initiative and run by student staff and volunteers. All stud ...
 
The Centre for Hebraic Insights teaches classes and seminars on the following subjects: Shadows of the Messiah (How Jesus/Yeshua can be seen through the Old Testament documents as the foreshadowing of the Messiah Early Christian Communities- (An in-depth look at the people, places and documents that started the conversations about Christianity and its earliest beliefs and practices. Also included is the Canonization Process of the New Testament documents, how they came into being seen as "ap ...
 
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show series
 
Dino first came on the podcast over a year ago and we have a lot to talk about. The challenge facing all contact centres at the moment - recruitment is our first topic. We talk about Dino's views on why returning to our vibrant contact centres is so important. We talk about Ventrica's expansion internationally and their latest investments in techno…
 
How do you prepare for dealing with difficult customers? This podcast offers some simple to remember techniques for coping with these types of call. Listen to 3 role plays, think about the language and the tone – how can you adapt these for your difficult calls? Also watch out for disloyal bonding – saying the wrong things to get the result you wan…
 
Brucine Francis is a Uk & International recruiter for the Customer Contact Industry and shares her expertise and journey. Brucine talks about her work in Diversity and Inclusion and recounts her own experiences of dealing with racism in her life. Brucine is amazing and I am so glad I did this podcast so you can hear her too.…
 
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 cent…
 
where have I been? great question. here's a half hour ramble that seems like an episode (but isn't actually an episode i don't think). Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are concerned about your mental wellbeing. This content should not be …
 
I've known Michael since 2017 when we judged together and he has been someone I have wanted to come on the podcast since I set it up in 2019. Michael is a subject matter expert in call & contact centres, CX and DX and shares his career journey, his passion for customers, start up tips, and shares the journey that Atiom have been on. A great episode…
 
This week on the Centre Pass Podcast, join Sophie Taylor and Taylah Melki on what is sadly the final episode. They discuss this week’s signings and bid farewell after four years of fun and netball games. Big thanks to Jarrad Gardner and Steph Smarrelli for their contribution since the podcast’s inception and chat to you later on Netball Twitter! @C…
 
Martin Pemberton worked hard to live alot of peoples dream for a decade - he was a professional footballer. This career was ended by injury and Martin suffered until he created Just 1 to 11. In a funny, heart warming, real and authentic episode Martin shares his lifes journey and how Just 1 to 11 saved him.…
 
In this episode Steven interviews Annika over the phone. They explore Annika's diagnostic journey (including a misdiagnosis), panic attacks, depression and more. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are concerned about your mental wellbeing. …
 
Andrew MacAskill is a job search guru with a following of over 80,000 on Linkedin and is an official Linkedin Changemaker due to his unstinting support and guidance to job seekers. An episode well worth a listen if you are job searching or might be in the future.Door Martin Teasdale
 
The Centre Pass Podcast is back this week after a week off! Join Sophie Taylor and Taylah Melki as they discuss all the huge action from the past week, including Origin Diamonds and Silver Ferns selections, the ANZ Premiership grand final and Round 14 of Suncorp Super Netball.
 
In this episode I am joined by the lead of the award winning John Lewis Customer Care team Alice Henderson and she talks about management and governance of change activity within contact centres. How do you govern it across multiple head office stakeholders, manage the volume of change,and prioritise effectively. She also talks about how the team h…
 
In this episode Steven and Nick talk about their experiences with alcohol. They explore their motives behind drinking, the effect it has on their mental illnesses, the harm reduction approach and more. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are…
 
David has been in contact centres since starting on the phones some 20 years ago. He found he had a talent in planning and hard work and research has seen him become an SME in this area. In this episode David talks about planning for hybrid workforces, intraday automation, workforce engagement and how real time agility is more beneficial to your bu…
 
Garry is founder of Fab Solutions and also the founder of the Contact Centre Network, prior to that he had a long career at BUPA. In this episode we talk about his career to date, about how to create customer and colleague loyalty in your Contact Centre and Elephants, dead fish & vomit :)Door Martin Teasdale
 
In this episode Levi interviews his friend Kaitlynne about her ADHD. They explore the journey of her diagnosis, her perspectives growing up in a religious household, and more. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are concerned about your ment…
 
Jimmy Hosang is the CEO of The Modular Analytics Company and he brings the authenticity and engagement you'd expect from that company to this podcast. I loved chatting to Jimmy and found him inspirational as he talked about his journey and his ethos. We also talked about the digitisation of the contact centre and how Jimmy is passionate about peopl…
 
Mark Turner is an Operations SME and currently heads up the multi-lingual operation at BPA Quality. He also takes on the task of leading a yearly physical challenge to raise money for charity. The last few years have seen people from BPA complete the 3 Peaks challenge and this year despite Covid is no different with the team taking on the 100km cha…
 
In this episode Steven re-interviews Arlene, a former USask student, business owner, mother, survivor of multiple forms of abuse, ADHD and more. They explore the effect of abuse and mental illness on relationships. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doct…
 
This week on the Centre Pass Podcast, join Sophie Taylor and Taylah Melki as they discuss the fallout of the West Coast Fever and Melbourne Vixens situation last Friday, the current COVID-19 problems around the nation and chat to Donnell Wallam upon her return to Australia. As usual, the team also discusses the latest SSN and ANZ action.…
 
In this episode Steven has an honest conversation with Keane about inclusion in the LGTBQ+ and mental illness communities. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are concerned about your mental wellbeing. This content should not be interpreted …
 
In this episode Steven interviews Keane, a student at the University of Saskatchewan who is diagnosed with OCD. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are concerned about your mental wellbeing. This content should not be interpreted as medical …
 
Well known in the industry Mark Conway is the founder of CCP recruitment. In this episode Mark talks about his journey and how contact centres changed his life, recruiting in our industry, setting his own business up, the last crazy year and also top tips for job seekers. Great to chat to Mark and it gave me real hope for the future. Plus Mark is a…
 
In this episode Steven interviews Nicholas, a psychology student at the University of Saskatchewan and they cover Nick's experiences with social anxiety and depression. Disclaimer: We are not medical professionals. This podcast will contain mature content that may be triggering. Please contact your doctor if you are concerned about your mental well…
 
Sarah Hunt is well known in the industry and a real all round SME in Contact Centres. Sarah talks about her career in contact centres, her role at the CCMA, her views on what the future has in store for our industry and we talk about a subject that Sarah is passionate about and that is the menopause. A subject that needs more discussion and air tim…
 
Pete Dunn is a great advocate of mental health and I have benefited personally from being his friend and hearing him talk on this subject so as mental health awareness week comes to an end Pete talks about his own experiences and we both share resources and thoughts. The app Pete mentioned is called reachout worrytime – you stick your worries in a …
 
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