#20 Catherine Lindsay - Head of Customer Experience at Hitachi Capital ( UK )
Catherine Lindsay is an award winning Customer Experience leader with 21 years experience in this field. Currently Head of Customer Experience at Hitachi Capital Catherine was previously Director of C...
15 Nov 20191h 21min
#19 Faye Herring talks Resource planning including covering questions from listeners.
With 10+ yrs in managing Resource planning teams Faye has great skills and experience leading teams in a multi-channel, multi-lingual and multiple location environment. Faye leads a team of 9 Real tim...
25 Okt 20191h 15min
#18 Mark Healey talks training, his journey from agent to training SME, change and much much more.
With extensive experience in training and leading change in contact centres in the UK and offshore Mark is a unique talent. Great fun to be around and with clear opinions on getting the best from tra...
18 Okt 20191h 31min
#17 Helen Beaumont Manahan & understanding cultural nuance in QA.
A Get out of Wrap first with Helen back on the podcast for the second time. Helen is the EMEA Quality Solutions & CX Manager for BPA Quality and is an expert on improving human interactions and qualit...
11 Okt 201944min
#16 James Revell - General Manager at Air France - KLM
James is a multiple award winning leader at Air France - KLM where he has worked for 21 years, the last 4.5 years as General Manager. You may have heard James last year as he delivered a key note spee...
20 Sep 20191h 23min
#15 Sham Aziz - Head of Customer Services at Selfridges
I really enjoyed chatting to Sham Aziz who is Head of Customer Service at Selfridges. Sham covers his 17 year journey in delivering in contact centre operating models and working in and leading the cu...
6 Sep 201954min
#14 Helen Ginman chats about wellbeing & mental health in Contact Centres.
After working with contact centres for 14 years, most recently as Senior Director of Operations, Helen started her own business working with organisations to promote positive mental health & wellbeing...
23 Aug 201953min
#13 Guest host Rachel Goddard takes the reins of GOOW & turns the tables.
For this 13th episode of the podcast a key guest, contributor and supporter of the podcast Rachel Goddard had an idea. (Matt Bourke and Helen Beaumont Manahan - also guests & key contributors also sug...
16 Aug 201946min
