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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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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 ...
 
Meet the real people from the world of contact centres, the movers and shakers who have a uniquely different take on the future. They share meandering and inspiring stories about their careers and what it takes to be an adaptive leader in a complex world. For the innovators, the curious, those ready to fail we share predictions and trends on everything from leadership to technology to recruitment, to the employee and customer experience that will inspire you to be a disruptor. Join us on our ...
 
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show series
 
Jeanette comes on the show and talks all about her career and about some of the cool stuff Jabra are doing to help agents wellbeing and provide coachable information in the moment. Jeanette comes from the phones and knows her stuff, her passion for our industry is known by many and I loved chatting to her on this episode. --- Send in a voice messag…
 
Scott Doyle has been on quite a leadership journey over the last 3 years. This episode follows how Scott and the NRMA team have taken the disruption of Covid and used the constraints as an opportunity to take them to an even higher level of purpose driven leadership. And by listening to the needs of their people and customers they have created a ne…
 
Francesca Randle, Kelly Bristow and Josh Homans of Cactus Search discuss volume recruitment and how its changed post covid, brexit and amidst a talent shortage. They share thoughts and great tips on; Candidate Attraction prior and current Challenges now and how they advise their clients What the key drivers are for candidates. What processes they u…
 
Peter Krykant is an amazing human being who through his efforts in helping those in need of help in our society namely homeless people and those struggling with addiction has been recognised and interviewed by the BBC and met the Queen. It wasnt always like this and Peter's passion in helping others is born out of struggling to rise out of this awf…
 
What are the different types of leaders? In this new, short podcast, we look at 3 main types. We assess democratic leaders and consider if it really works, we look at autocrats who direct things their way, and we talk about charismatic leadership. What type of leader do you currently have? Or what sort of leader are you? Listen and learn about lead…
 
Phil Anderson of The Forum is an awesome guest and true advocate of our industry and is someone truly passionate about learning. Join me as we hear from Phil on; 1. Why should you listen to this - what will you gain? 2. Phil's career starting with 4 years on the phone, being a Team Leader, moving into WFM and undertaking training with the Forum bef…
 
We've all experienced the revolution of home working as a result of the pandemic - what is it's future, is it here to stay ? How do you deal with isolation of homeworkers? What are the limitations and benefits ? Who better to cover these topics than Steve Mosser of Sensee, Steve and the team at Sensee are the subject matter experts on homeworking a…
 
I've known Luke a long time and we worked together in Turkey so it was great to chat to him on the podcast. We chatted about Luke's early days as an agent on the phones in Australia all the way through to why he set up CloudCCaas. We chat about the challenges he is seeing in successfully implementing cloud technology and how to overcome those chall…
 
Phil Jordan - Head of Contact Channel Automation & Self Service @ Homeserve chats conversational AI in a fascinating episode where he shares great insight on how using cutting edge technology combined with operational teams can deliver excellent experiences for your customer and hugely improve processes. Homeserve in partnership with Sabio have bee…
 
In this episode Richard Gregory chats about vulnerability. At a time when the cost of living and utility price hikes are causing real concern Richard shares Odigo backed research, personal stories and a real passion for helping both employees and customers as we navigate as an industry through a trying time. --- Send in a voice message: https://anc…
 
How do you become a coach after this podcast episode? The answer is you begin to become one and then you’ll be inspired to practise, reflect, practise. Whether you are new to coaching in a contact centre, or experienced, you’ll come away with a simple 3 step formula to coach skills and behaviours. You’ll get two brief demonstrations, one in coachin…
 
Sarah Thompson is a Rockstar analyst and proud of it ! As the Senior Capacity Planning Analyst at Skipton Sarah is an advocate of all just how great a career is in planning and influential planning can be for the ultimate success of your contact centre. Sarah is a tour de force and embraces her neurodivergence as a superpower. This is an episode fu…
 
Guy Masters , Matt Affron and Leigh O'Connell from Cactus Search come on and chat BPO's & James Bond. Whilst also covering key subjects we have a real laugh. The BPO sector can be an emotive one in our Contact Centre Industry and no area more so than recruitment. Whether it's volume recruitment for big campaigns or key senior roles these guys have …
 
Laura Scott is COO at an exciting multi-lingual start-up Dialect. With a passion for technology being an enabler of great customer and employee experience. We chat about her career, her passion , her team and how Dialect operate a great chat with a lovely person with a real growth mindset. --- Send in a voice message: https://anchor.fm/get-out-of-w…
 
Anand Janefalkar is the Founder & CEO of Ujet.cx the people behind the world's first and only cloud based contact centre platform thats designed for the smartphone era of CX. Anand talks about the start of Ujet and the key problems the company was formed to overcome one of which is talking about visual and contextual communication we are all so use…
 
We had such a blast and had so much more to say when David finished his first appearance on GOOW we had to do a 2nd. In this one we talk about the transition from Team Leader to managing Team Leaders - amongst many other topics - get ready for interesting tangents ! --- Send in a voice message: https://anchor.fm/get-out-of-wrap/message…
 
As Head of the Customer Relationship Centre at Nespresso Dan knows all about culture and delivering true CX. In an engaging, honest, helpful and funny chat Dan brings his career journey to life. We also talk about culture, development, developing a great career in our industry. Dan is a great guest and a great bloke - loved this episode. --- Send i…
 
Stephen Yap is the Research Director at the CCMA. The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022. In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres. This is a must read re…
 
Guy & Francesca are the awesome couple behind Cactus Search probably the most well known recruitment specialists in the Contact Centre industry - in this episode we find out about Francesca & Guy and hear the story of Cactus Search - how it began and whats changed from then to now. We talk about how the industry has changed and we hear from Guy & F…
 
In this episode we talk to Brad Shaw, entrepreneur, CEO and Leader, who has had a significant influence on the careers of many, many leaders as a coach and mentor. Brad reflects on the traits that he believes creates the most successful leaders in a complex, ambiguous world. Brad is the CEO at Livepro, a knowledge management company that provides s…
 
Why is it called Lemon ? What have you learnt building a business over the last 20 years ? What was your background ? What advice would you have for young people in Business studies now ? Martin Anderson C0-Founder and CEO of Lemon answers these questions and many more whilst sharing great stories and information about the awesome work done at Lemo…
 
He's back where he belongs at The Forum and the record appearance holder as a guest on GOOW is back in sparkling form. Learning and development of Team Leaders feature heavily in this episode. --- Send in a voice message: https://anchor.fm/get-out-of-wrap/message
 
Tim Pickard is such a great guest to have on any podcast and we had a great free flowing conversation around the evolution of the contact centre, where it is just now and the attention it is getting from some of the larger tech vendors. We chatted about the sheer breadth of technologies that are both here already and also coming down the line to he…
 
Jillian Manner is a Researcher & PhD Candidate from the University of Edinburgh & with the Scottish Collaboration for Public Health Research and Policy (SCPHRP & School of Health in Social Science has been conducting research in our industry in a key area of interest to us all and that is; Workplace Health in Contact Centres. This report is availab…
 
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