Get Out of Wrap - Contact Centre Chat

ian is an awesome guy and we talk about his career and then about a subject we are passionate about but is often overlooked and that is Team Leaders.

Thankfully Centrical have focused on Team Leaders and Ian shares the recent developments in their offering.

What was your nickname at school ?

What does our industry need to do better to attract talent ?

Two great events coming up

Join me and the GOOW community to chat about these questions and more on your weekly Linkedin Live TV show all about contact centres.

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!

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.

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 really pick apart the concept sharing great insights.

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 the sound of this why not head over to my Linkedin profile and join the next Break Room.

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 !

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.

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 !