Hear from Jen Sharp Contact Centre Director at DHL. Listen to this episode to get a real understanding on why Jen recently won an award at the recent UK Contact Centre Awards. We cover a range of topics from Jen's early career at DHL and transitioning into a Contact Centre role without having worked in that area before, to completing transformative projects - Jen is ace !

Helen Beaumont Manahan and Pete Dunn of BPA Quality come back to the GOOW studio to help you understand what Consumer Duty means for you and your organisation, and what you need to do to get ready.

#161 Stephen Yap of the CCMA shares the results of the Voice of the Contact Centre Consumer research sponsored by Odigo. In this insightful and fascinating episode Stephen takes us through exactly what the consumers of the UK think of dealing with contact centres - a must listen !

Joe Beal is the CCO at DDC and wanted to do things differently.

Along with his team they created DDC Discusses an event to showcase what happens when academia meets the world of CX & Contact Centres.

Team Leader Tips from the Novuna Team and more tales of my career thanks to Greenbean

I love meeting Paul at events and seeing his smiling face at any industry gathering plus this guy knows his stuff! In this episode we chat about Pauls career, and of course with paul being an expert from Sensee we cover things like;
-What models could/should you use for home working - hybrid and when are different models appropriate?
- What are the financial considerations?
- Is office-based training preferable or better than home-based training, or vice versa - and why?
- What are the big business issues that businesses have faced since moving to homeworking? And what have the big benefits been?

We also chat about scheduling, technology, the theatre and football !

Quality in contact centres and ChatGPT ? Whats happening ? Jaime Scoot CEO & Co-Founder of Evaluagent joins me to tell all.

We also chat about whats the story behind Evaluagent ? Where did it all start and whats important to the team at Evaluagent and what is Jaimes story ?

Tim Farrell of Direct Line chats about all the cool things he and his team have been doing as part of their digital transformation. A fascinating, educating and insightful trip behind the scenes with an expert guide - loved this.

In this episode we chat about Craig's career and the dreaded imposter syndrome in a soul searching, open and honest session. Craig is an awesome guy and is passionate about putting contact centres right up there as a career of choice - loved chatting to him.

Jake Gardiner of Odigo really knows his stuff and chats about AI, NLP and much more in a great episode to listen to if you want to understand more about how cloud based technology can help your contact centre.