Get Out of Wrap - Contact Centre Chat – Details, episodes & analysis

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.

**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!

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

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.

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 :)   

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/

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.

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.