Avsnitt
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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.
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Saknas det avsnitt?
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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.
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**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 financial sector, highlighting both the successes and the ongoing challenges.
Key takeaways:
- The importance of designing processes that truly serve *all* customers, especially the vulnerable.
- How the FCA is evolving from a punitive regulator to a supportive partner in driving better customer outcomes.
- The vital role of technology and human empathy in navigating the complexities of customer service today.
Whether you're in financial services or another industry, these insights are crucial as we all strive to better serve our customers in an increasingly complex world.
Listen to the full episode for more actionable insights!
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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.
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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 really pick apart the concept sharing great insights.
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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 the sound of this why not head over to my Linkedin profile and join the next Break Room.
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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 !
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On this weeks GOOW TV (every Tuesday 10am on Linkedin Live) we chatted about our favourite subjects at school and then onto what we thought needed to be improved for agents training in contact centres.
Then we covered the latest stats on agent desktop systems including in-call knowledge. Lots of great insight from the viewers - enjoy !
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What is on your music playlist ?
What are the top factors that affect Customer Loyalty ?
What are the struggles for agents in our industry when it comes to systems ?
We covered this and much more in the latest episode of Get out of Wrap - join us live next Tuesday on Linkedin Live or watch it on YouTube
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Join me and everyone who watches Get out of Wrap TV on Linkedin (every Tuesday at 10am UK time) as we chat about contact centres.
In this episode we are joined by Morris Pentel who shares just what we can gain by understanding uncertainty, doubt and confusion in our customer contacts.
This is a new concept where I am taking the audio from the show and sharing here - please do let me know what you think
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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.
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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 💜
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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.
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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.
- Visa fler