#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.
Nerys is a key figure in the Contact Centre Industry with almost two decades owning the P&L and SLA delivery of contact centre services for many national brands (Volkswagen; Vodafone; British Gas; New...
9 Aug 201950min
#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.
In this episode I have a fascinating conversation with Ed Wells, Ed is Head of Strategy & Development (EMEA) at Sologic and provides thought leadership, delivers presentations and training across the ...
2 Aug 20191h 19min
#10 Paul Moore of LV talks Training Best Practice
Paul Moore of LV is Head of Operational Training , QA & Customer Relations. Paul and his team won a Gold award at the Learning Awards 2019. Today he shares his thoughts & best practice on Training. I...
19 Jul 201946min
#9 Ed Marks National Quality Manager of the AA talks about the balance between CX & regulation.
Balancing CX & regulatory requirements in your quality framework is a challenge. Ed is an SME in the Quality world and shares his views on this and Ed also covers the following; - the work of his team...
5 Jul 201942min
#8 Matt Bourke of Sensée talks about Homeworking
With 49% of Contact Centres either already using homeworkers or considering it Homeworking is an important growing area. Matt Bourke is Head of Service Delivery at Sensee and shares his thoughts and b...
21 Jun 201939min
#7 Ann-Marie CEO of the CCMA chats about 25yrs of the CCMA & the UK and ECCCSA awards.
Celebrating their 25th anniversary this year the CCMA is a seminal organisation for all contact centre professionals - at the helm is Ann-Marie Stagg a role model for our industry. Ann-Marie covers a ...
13 Jun 201935min
#6 Helen Beaumont Manahan shares best practice on calibrations
Helen is regarded as a subject matter expert within the Quality Assurance & monitoring world. In this episode we chat about what she considers a fundamental area in the development of a best practice ...
31 Mai 201930min
#5 Jo Garland of John Lewis talks leadership, coaching, feedback, & winning a European award.
Jo is a Senior Leader at John Lewis responsible for Operational Support - Customer Contact. 22 years as a Partner Jo has had a varied career and shares the lessons lear...
24 Mai 201948min
