#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
#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
