Podcast Contact Centre terbaik (2025)

1
#213 - The first Get Out of Wrap TV of 2025 46:51

6d ago46:51

46:51

What is your Linkedin 'ick' ? What is the one thing you think will change our industry for the better in 2025 ? This years industry events. What is the mix of inbound traffic in our industry and what is the expected change ? We cover all of this in the show today which I am able to bring to you thanks to my partners Betr & The Forum.…

1
#212 - Marco Jetmir Ndrecaj of SSCL 34:33

14d ago34:33

34:33

🚀 Kickstarting 2025 with an inspiring story you won’t want to miss! In this episode I sit down with Marco Jetmir Ndrcaj of SSCL. A remarkable leader with a journey that embodies resilience, passion, and purpose. Try not to let the fact that Marco supports Chelsea put you off 🤣 From washing pots in a restaurant as a teenager to leading customer expe…

1
#211 Goodbye 2024 - Hello 2025 25:06

24d ago25:06

25:06

Short review of 2024 and look forward to 2025. Thank you for another year with me and this podcast - your support means a lot. Happy new year from me x Mart

1
#210 - Dan Cohen of Nespresso and a leap into the unknown 37:21

1M ago37:21

37:21

🚀 From Contact Centres to Supply Chains: Embracing Change with Dan Cohen! 🚀 Ever wondered what it takes to leap from leading a contact centre to managing a global supply chain? In this episode of Get Out of Wrap, Martin speaks with Dan Cohen, the dynamic leader who transitioned from Nespresso’s award-winning contact centre operations to overseeing …

1
#209 Steve Morrell of Contact Babel - what should we be focusing on? 49:45

2M ago49:45

49:45

Steve Morrell of Contact babel has been conducting research in our industry for 23 years. This week he came on get Out of Wrap TV to share some key area's we as contact centre professionals should be focused on.

1
#208 Ed Creasey of Calabrio on our joint research piece - The Voice of the Agent 45:05

2M ago45:05

45:05

📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊 How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensi…

1
#207 Clayton Trotsky & The Future Leaders Club 40:45

2M ago40:45

40:45

What does it take to nurture the next generation of contact centre leaders? In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders. Why should you listen? Discover the power of self-belief:…

1
#206 - Kerry Sudale on the Candidate Experience in Recruitment 54:49

3M ago54:49

54:49

🔍 **Transforming the Candidate Experience with Kerry Sudale!** 🔍 Recruitment isn’t just about finding skills—it’s about understanding people and their unique journeys. In this episode of *Get Out of Wrap*, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring pr…

1
#205 - Nerys Corfield - the Tech space explained 48:26

3M ago48:26

48:26

**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** 🔍 If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you! On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us . Nerys simplifies the complex world of contact centre technology, uncovering the…

1
#204 - Get out of Wrap TV ft. Garry Gormley 41:24

3M ago41:24

41:24

In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers. ### Key Takeaways: 1. **Using Conversational Data to Drive Performance**: Garry emphasizes the potential of conver…

1
#203 - Supporting Team Leaders & Agents 36:05

3M ago36:05

36:05

For the recent Contact Centre Performance Summit by Evaluagent I was asked to do a live presentation / webinar about how the Team Leader & Agent roles have changed over the years and what we can do to better support them. In this live session I share where our industry is right now and the impact that has on team leaders and agents and also share t…

1
#202 - Sarah Hunt of DDC Os - lndustry Legend 36:59

3M ago36:59

36:59

In this episode of the Get Out of Wrap podcast, Martin chats with Sarah Hunt from DDC Outsourcing, exploring her career journey and insights into the contact center industry. Sarah discusses her transition from operational management to a more strategic role in the industry, working to elevate contact center jobs and make them careers of choice. Ke…

1
#201 - Ian Chappell of Centrical on Team Leader performance and support 47:11

4M ago47:11

47:11

ian is an awesome guy and we talk about his career and then about a subject we are passionate about but is often overlooked and that is Team Leaders. Thankfully Centrical have focused on Team Leaders and Ian shares the recent developments in their offering.

1
Get Out of Wrap TV - Sept 17th - 80th Show 38:29

4M ago38:29

38:29

What was your nickname at school ? What does our industry need to do better to attract talent ? Two great events coming up Join me and the GOOW community to chat about these questions and more on your weekly Linkedin Live TV show all about contact centres.

1
#200 - The 200th episode of Get Out of Wrap 26:04

4M ago26:04

26:04

To celebrate hitting this milestone I asked for lots of you awesome people to come and say hi ! Thanks for always supporting me - whilst I do it on my own, I really don't x Heres to the next 200 and more amazing people and stories about our great industry.

1
#199 Helen & Pete of BPA Quality on Consumer Duty one year on. 49:51

5M ago49:51

49:51

**One year into Consumer Duty—are we truly putting customers first?** In our latest podcast episode, I had the pleasure of diving deep with Helen Manahan and Pete Dunn from BPA Quality about the impact of the UK’s Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the fi…

1
The Break Room - a Linkedin Live Audio event 56:12

5M ago56:12

56:12

Join me, Danny, Kerry, Scott, Daryn and Dara as we chat about how life has changed for agents, interviews, loyalty and fantasy football. Linkedin Audio is a Live event and The Break Room is a chance every fortnight to come together and chat about whatever you want.

1
Balancing technology with empathy in the contact centre 49:36

5M ago49:36

49:36

Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world. In this episode, Ryan discusses how to turn a contac…

1
Transform Your Contact Centre Through Data-Driven Strategies with Daryl Wilkes 33:55

5M ago33:55

33:55

In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Daryl Wilkes, Director of Customer Care at ASOS. With a distinguished career spanning various high-impact roles in transformation and strategy across multiple industries, Daryl brings a wealth of experience in steering customer service operations into new digital fro…

1
GOOW TV Panel - Performance Management 45:01

5M ago45:01

45:01

On today's Linkedin Live GOOW TV we had our first ever panel. I was joined by Dan Light of Different Edge, Pete Dunn of BPA Quality and Danny Wareham of Firgun to talk about Performance Management in Contact Centres. Is performance management a phrase that strikes fear into your teams ? We explore why this and what you can do about it and the panel…

1
Balancing AI and human connection in the contact centre 45:00

5M ago45:00

45:00

Cameron Geason is the General Manager of Retail Operations at Origin Energy. Origin Energy is one of Australia's largest energy providers and delivers electricity, gas, and LPG for more than 4 million customers nationwide. In this episode, Cameron reflects on his career and how contact centres have evolved throughout his career. He talks about how …

1
The Break Room - a Linkedin Audio Event 39:33

6M ago39:33

39:33

The Break Room is a Live Linkedin Audio event bought to you by Get Out of Wrap. We started talking about academies (grad bays) in Contact Centres initially but as its a live event we started talking about AI and then, thanks to Spencer, we talked about the extent to which technology is helping or hindering customers with disabilities. If you like t…

1
#198 - Nadine Edmondson of Evaluagent on maximising QA & NPS 41:41

6M ago41:41

41:41

Nadine Edmondson is Director of Product Marketing & GTM at Evaluagent and is at the cutting edge of whats going on at Evaluagent with their AI driven QA, XNPS and gamification. It's a great conversation and Nadine is insightful, knowledgeable and engaging !

1
Transform Your Contact Centre Through Customer Expectations with Steve Sullivan 34:41

6M ago34:41

34:41

In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Steve Sullivan, a distinguished freelance consultant and interim manager with over 20 years of experience in Omni Channel customer experience and management. Steve brings a wealth of knowledge in optimising customer engagement and leveraging compliance for competitiv…

1
AI is the future of CX 38:03

6M ago38:03

38:03

Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institute (CXII) and the author of ‘The AI Empowered Customer Experience’. The Customer Experience Innovation Institute aims to change how businesses engage with customers using innovative strategies, insights, and research. In this episode, Simon shares his insights …

1
#197 GOOW TV - Are agents being asked to come back in to Contact Centres 45:51

6M ago45:51

45:51

In today's Get out of Wrap on Linkedin we chatted about whether we are seeing a return of agents from working from home back to the contact centre, and if so, what are the implications. We also chatted about ID & V and the trend on time taken to identify customers.

1
Transform Your Contact Centre Through Punk CX with Adrian Swinscoe 28:58

6M ago28:58

28:58

In this thought-provoking episode of Talk Time with MaxContact, host Sean McIvor welcomes back Adrian Swinscoe, the maverick mind behind the Punk CX philosophy. Adrian, author of "Punk CX" and "Punk XL", challenges listeners to rethink everything they know about customer experience in contact centres. Drawing parallels between the music industry's …

1
#196 - GOOW TV ft. Rob Wilkinson on NPS & an announcement 38:30

6M ago38:30

38:30

In this episode from GOOW TV (every Tuesday on Linkedin - 10am GMT) I am joined by Rob Wilkinson of Evaluagent who shares his thoughts on NPS and what Evaluagent are up to in transforming how we understand and use NPS. There's also a special announcement !

Podcast Layak Disimak

Contact Centre Podcast

Podcast Layak Disimak

1
Get Out of Wrap - Contact Centre Chat

Martin Teasdale

1
The Calling (formerly The Agile Contact Centre Podcast)

Callo Consulting

1
Talk Time: The Contact Centre Podcast

MaxContact

1
The Reality of Contact Centres

Jeremy Blake and Bob Morrell

1
#213 - The first Get Out of Wrap TV of 2025 46:51

1
#212 - Marco Jetmir Ndrecaj of SSCL 34:33

1
#211 Goodbye 2024 - Hello 2025 25:06

1
#210 - Dan Cohen of Nespresso and a leap into the unknown 37:21

1
#209 Steve Morrell of Contact Babel - what should we be focusing on? 49:45

1
#208 Ed Creasey of Calabrio on our joint research piece - The Voice of the Agent 45:05

1
#207 Clayton Trotsky & The Future Leaders Club 40:45

1
#206 - Kerry Sudale on the Candidate Experience in Recruitment 54:49

1
#205 - Nerys Corfield - the Tech space explained 48:26

1
#204 - Get out of Wrap TV ft. Garry Gormley 41:24

1
#203 - Supporting Team Leaders & Agents 36:05

1
#202 - Sarah Hunt of DDC Os - lndustry Legend 36:59

1
#201 - Ian Chappell of Centrical on Team Leader performance and support 47:11

1
Get Out of Wrap TV - Sept 17th - 80th Show 38:29

1
#200 - The 200th episode of Get Out of Wrap 26:04

1
#199 Helen & Pete of BPA Quality on Consumer Duty one year on. 49:51

1
The Break Room - a Linkedin Live Audio event 56:12

1
Balancing technology with empathy in the contact centre 49:36

1
Transform Your Contact Centre Through Data-Driven Strategies with Daryl Wilkes 33:55

1
GOOW TV Panel - Performance Management 45:01

1
Balancing AI and human connection in the contact centre 45:00

1
The Break Room - a Linkedin Audio Event 39:33

1
#198 - Nadine Edmondson of Evaluagent on maximising QA & NPS 41:41

1
Transform Your Contact Centre Through Customer Expectations with Steve Sullivan 34:41

1
AI is the future of CX 38:03

1
#197 GOOW TV - Are agents being asked to come back in to Contact Centres 45:51

1
Transform Your Contact Centre Through Punk CX with Adrian Swinscoe 28:58

1
#196 - GOOW TV ft. Rob Wilkinson on NPS & an announcement 38:30

Panduan Referensi Cepat