We had such a blast and had so much more to say when David finished his first appearance on GOOW we had to do a 2nd. 

In this one we talk about the transition from Team Leader to managing Team Leaders - amongst many other topics - get ready for interesting tangents ! 

As Head of the Customer Relationship Centre at Nespresso Dan knows all about culture and delivering true CX. 

In an engaging, honest, helpful and funny chat Dan brings his career journey to life. 

We also talk about culture, development, developing a great career in our industry.

Dan is a great guest and a great bloke - loved this episode.

Stephen Yap is the Research Director at the CCMA.

The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022. 

In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres.

This is a must read report and a must listen/watch if you want to deliver a great customer experience from your Contact Centre.

Thanks Odigo, the CCMA and Stephen.

Guy & Francesca are the awesome couple behind Cactus Search probably the most well known recruitment specialists in the Contact Centre industry - in this episode we find out about Francesca & Guy and hear the story of Cactus Search - how it began and whats changed from then to now.

We talk about how the industry has changed and we hear from Guy & Francesca on their views on the contact centre recruitment market today - the trends, employer and candidate expectations, the recruitment journey and what the future holds. 

It was an absolute pleasure to hear from two experts in our industry who also happen to be genuine, lovely people.

Why is it called Lemon ? What have you learnt building a business over the last 20 years ? What was your background ? What advice would you have for young people in Business studies now ? 

Martin Anderson C0-Founder and CEO of Lemon answers these questions and many more whilst sharing great stories and information about the awesome work done at Lemon. 

Loved chatting to Martin - he is an inspirational guy and I learnt a lot - I'm sure you will too.

He's back where he belongs at The Forum and the record appearance holder as a guest on GOOW is back in sparkling form. Learning and development of Team Leaders feature heavily in this episode.

Tim Pickard is such a great guest to have on any podcast and we had a great free flowing conversation around the evolution of the contact centre, where it is just now and the attention it is getting from some of the larger tech vendors. 

We chatted about the sheer breadth of technologies that are both here already and also coming down the line to help both the organisation, their agents and their customers.

We also chatted about Tim's career working in the corporate world of marketing at RSA to join a little known start-up at the time called Mimecast moving eventually to Sabio where he's doing a lot of exciting things.

Chris Mackintosh has had a long and varied career in Contact Centres and outsourcing that has taken him around the globe. Hear all about this and Chris's views on the operations around the world !

Jillian Manner is a Researcher & PhD Candidate from the University of Edinburgh & with the Scottish Collaboration for Public Health Research and Policy (SCPHRP & School of Health in Social Science has been conducting research in our industry in a key area of interest to us all and that is;

Workplace Health in Contact Centres.

This report is available by using the link below & is invaluable in shaping our contact centres and it's great to see - thanks for all your work Jillian and coming onto GOOW to chat about it.

https://blogs.ed.ac.uk/scphrp/2022/05/09/contact-centres-workplace-health-report/

Alexandra Fus is our first ever guest from Romania and gives us key insights into this thriving modern location. We also talk about how  passionate Alexandra is about the BPO sector from A to Z, CX delivery and implementation.

Alexandra is a learning enthusiast and we talk about this and is a promoter for professional development especially for those at the beginning of the road.

A truly inspirational global episode.