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Interviews with real contact center customers to discuss what companies are doing correctly and incorrectly in customer experiences & interactions via today's omnichannel call center.
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Quality Perks is a special series hosted by Karyn Dupree and Neal Eggers, presented by BPA Quality. This unique program invites top leaders and experts from the contact center industry to engage in insightful discussions. While delving into the nuances of the contact center field, the hosts and their distinguished guests also share their passion for coffee. Quality Perks combines industry insights with a casual and enjoyable conversation about the world of coffee, creating a platform where p ...
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There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. I’ll be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of Naomi ...
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**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 fi…
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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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Join me, Danny, Kerry, Scott, Daryn and Dara as we chat about how life has changed for agents, interviews, loyalty and fantasy football. Linkedin Audio is a Live event and The Break Room is a chance every fortnight to come together and chat about whatever you want.
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On today's Linkedin Live GOOW TV we had our first ever panel. I was joined by Dan Light of Different Edge, Pete Dunn of BPA Quality and Danny Wareham of Firgun to talk about Performance Management in Contact Centres. Is performance management a phrase that strikes fear into your teams ? We explore why this and what you can do about it and the panel…
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The Break Room is a Live Linkedin Audio event bought to you by Get Out of Wrap. We started talking about academies (grad bays) in Contact Centres initially but as its a live event we started talking about AI and then, thanks to Spencer, we talked about the extent to which technology is helping or hindering customers with disabilities. If you like t…
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Nadine Edmondson is Director of Product Marketing & GTM at Evaluagent and is at the cutting edge of whats going on at Evaluagent with their AI driven QA, XNPS and gamification. It's a great conversation and Nadine is insightful, knowledgeable and engaging !
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In today's Get out of Wrap on Linkedin we chatted about whether we are seeing a return of agents from working from home back to the contact centre, and if so, what are the implications. We also chatted about ID & V and the trend on time taken to identify customers.
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In this episode from GOOW TV (every Tuesday on Linkedin - 10am GMT) I am joined by Rob Wilkinson of Evaluagent who shares his thoughts on NPS and what Evaluagent are up to in transforming how we understand and use NPS. There's also a special announcement !
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#195 - The ECCCSA's with new Chair of the Judges - Moira Clark and Director of Operations - Jackie Pringle
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With a week to go until the deadline for nominations for the European Contact Centre & Customer Service Awards ( the ECCCSA's) I sit down to chat with the new Chair of the Judges - Moira Clark and Awards Director of Operations - Jackie Pringle.
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On this weeks GOOW TV (every Tuesday 10am on Linkedin Live) we chatted about our favourite subjects at school and then onto what we thought needed to be improved for agents training in contact centres. Then we covered the latest stats on agent desktop systems including in-call knowledge. Lots of great insight from the viewers - enjoy !…
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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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What is on your music playlist ? What are the top factors that affect Customer Loyalty ? What are the struggles for agents in our industry when it comes to systems ? We covered this and much more in the latest episode of Get out of Wrap - join us live next Tuesday on Linkedin Live or watch it on YouTube…
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Join me and everyone who watches Get out of Wrap TV on Linkedin (every Tuesday at 10am UK time) as we chat about contact centres. In this episode we are joined by Morris Pentel who shares just what we can gain by understanding uncertainty, doubt and confusion in our customer contacts. This is a new concept where I am taking the audio from the show …
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Part 2 - Sandra Thompson on Emotional Intelligence. A great episode to see in 5 years of Get Out of Wrap and Sandra demonstrates her own EI by getting me a cake ! In this episode Sandra shares more great tips on deploying Emotional Intelligence in the workplace - a must listen - not just for leaders but for everyone.…
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Sandra Thompson is an expert on Emotional Intelligence and Founder of Ei Evolution and is on a mission to equip leaders with this vital skill. Engaging, knowledgeable and fun this is a must listen 💜
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Join me and come and chat to four of the awesome Team Leads at SSCL at the end of a great Team Leader Day.
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Join me to listen to the inspiring career to date of Chara - 10 years at DDC has seen Chara take on roles in sales, customer service, Team Leader, Quality, Chat, Social media, Change & C.I, Client services & Chara shares the impact post-natal depression had on her in what is an inspiring episode.
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David Holmes - Director at SSE and author of Leading the Line comes on to chat about the book.
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Join me as Katie Davies - Client Development Director at DDC OS talks about the passion she has for the North and how it really is a metropolis of contact centres and mega CX professionals. We then chat about DDC Discusses.These insightful and different events are people focused rather than tech. Katie chats about how fundamental our understanding …
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Meet Andy Roberts CEO of Sabio. Sabio are known to most people in the industry as innovators and great supporters of both people and the industry as a whole. This is a unique opportunity to hear about Andy's own journey and about the exciting goings on at Sabio. We talk about the history of Sabio, the future, how they engage and support their custo…
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As well as being a lovely human being Chris is an expert in quality in the contact centre world and joins me on this latest episode to talk about the launch of a new service & all things quality & shares his career story in a really entertaining & insightful episode.
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Tune into "Quality Perks": Heart-Centered Leadership, Empathy and Authenticity with Valerie McSorley Dive deep into the essence of heart-centered leadership with "Quality Perks," where our hosts, Karyn Dupree and Neal Eggers, engage with the visionary Valerie McSorley. This episode takes you beyond traditional metrics, into the realm of leadership …
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Steven Miller has spent his career in contact centres - starting on the phones and then moving into planning. A subject matter expert Steven is a multiple award winner and shares his story and tips in this episode.
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Sir John Kirwan or JK is a rugby & All Black rugby legend who played 63 tests & scored 35 tries, he was in the team who won the first ever rugby world cup and has been honoured for his services to mental health in New Zealand & across the world. Sir John or JK co-founded Groov a science backed, data driven platform to help people with their mental …
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Join me chatting to Jackie about the UK National Contact Centre Awards - the deadline for nominations is approaching so this episode will give you everything you need to know.
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Jo Bonser is an expert on people based leadership, coaching and creating the right environment for your teams to thrive a great way to start the podcast in 2024
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