Get Out of Wrap - Contact Centre Chat

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https://www.justgiving.com/fundraising/getoutofwrap-martin-teasdale
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https://au.reachout.com/tools-and-apps/reachout-worrytime
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https://www.getselfhelp.co.uk/CourtCase.htm
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#200 - The 200th episode of Get Out of Wrap

Saison 1 · Épisode 200

vendredi 13 septembre 2024 • Durée 26:04

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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#199 Helen & Pete of BPA Quality on Consumer Duty one year on.

Saison 1 · Épisode 199

vendredi 6 septembre 2024 • Durée 49:51

**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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#193 Jordan Powell on the transition from Agent to Team Leader

Saison 1 · Épisode 193

lundi 8 juillet 2024 • Durée 24:38

The first in a new series of podcasts featuring people from the Team Leader Community.

Jordan Powell in Corporate Sales Team Leader at Gravity and also a big part of the Team Leader Community.

In this episode we chat about the transition from Agent to Team Leader

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#101 Omar Paul - Delivery Director at Makepositive

Saison 1 · Épisode 101

mercredi 23 mars 2022 • Durée 50:17

Omar Paul has been around the world working on contact centre based technology, predominantly CRM. In this episode we talk about Omar's journey including 7 years in Dubai. We talk about his 4 pillars for success. The CRM movement and CX through the salesforce lens. We talk about makepositive and Sabio and how they align and as you will hear Omar is positive about CX & Employee engagement and how they are intrinsically linked.

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The 100th episode

Saison 1 · Épisode 100

samedi 19 mars 2022 • Durée 01:17:11

It's funny what a number can do isn't it, why has the 100th had me thinking and emotional (positive) where the other ones have not ? It's a milestone and one I wanted to recognise by bringing together some of the awesome people who have been such a part of the podcast into one room to chat about our industry - thanks for listening and thanks for all the support, engagement and interactions along the way - love that :)

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#99 Erica Farmer comes back for part 2 - follow your dream.

Saison 1 · Épisode 99

vendredi 4 mars 2022 • Durée 55:03

Erica Farmer Co-Founder of Quantum Rise was on last week and we chatted about so much stuff and had so much fun we wanted to finish with a part 2 to discuss following your heart and being happy at work. Erica has been there, done it and got the t-shirt so well worth learning from her !

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#98 Iryna Velychko - of the Ukrainian Contact Center Association joins from Kyiv, Ukraine

Saison 1 · Épisode 98

mardi 1 mars 2022 • Durée 21:06

Joining live from Kyiv, Ukraine Iryna tells us what its been like to leave the call centre and take up arms. Iryna is probably known to many of you as she has judged at the European Contact Centre awards and is a good friend of the UK Contact Centre Community. her contact centre community has stopped answering calls from customers and is answering the call to defend their homeland.

Hear what it has been like and you can help by contributing to this fund that will go directly to Iryna.

https://www.collectionpot.com/pot/1394634/

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#97 Marianne Withers - CEO of The Verity Centre

Saison 1 · Épisode 97

vendredi 25 février 2022 • Durée 01:01:35

Can you progress in your career whilst not compromising on who you are ? Marianne talks passionately about how you can. In this episode we cover many topics including being true to yourself and how to overcome the challenges you face. Talking of challenges Marianne also talks about the challenges she has faced as woman rising to the top of her game.

We also talk about Outbound, where we both cut our teeth in this industry and why it is still important today.

Unique, uncompromising, funny and engaging Marianne is an awesome guest and lovely human.

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#96 Stu Dorman makes his hat-trick appearance & talks about Voice and how attempts to kill it are short sighted.

Saison 1 · Épisode 96

mercredi 23 février 2022 • Durée 37:36

Stu Dorman has been on twice before and marks his hat-trick appearance with a trademark insightful chat about our industry. Voice has stood the test of time as the dominant channel in our industry and Stuart shares why its short sighted to try and kill it.

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#95 Erica Farmer of Quantum Rise Talent Group chats about digital learning

vendredi 18 février 2022 • Durée 36:24

Erica is the co-founder of Quantum Rise Talent Group and is a subject matter expert in L&D - we talk about Erica's career and the birth of Quantum Rise at the start of the pandemic and how progressive L&D practitioners embracing digital techniques have delivered exceptional results - Erica talks passionately about the industry, values and much more.

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Get Out of Wrap - Contact Centre Chat – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Liens partagés entre épisodes et podcasts

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts Similaires Basées sur le Contenu

Podcasts Similaires Basées sur le Contenu

Apple Podcasts

Spotify

Get Out of Wrap - Contact Centre Chat – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Liens partagés entre épisodes et podcasts

Other13

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts et contenus similaires

Podcasts Similaires Basées sur le Contenu

Podcasts Similaires Basées sur le Contenu

Other13

Apple Podcasts

Spotify