Tina Squire is the Digital Channels & operations Director at Interact CC. Tina is a passionate speaker on Neurodiversity in the workplace and this was heightened when she received her own diagnosis of ADHD. 

If you are curious about ADHD, think you have it, have it, have someone in your team with it or just want to learn then Tina's story, passion and knowledge on this subject is second to none.

What a great episode - Maxine Allard is Senior Account Director at Odigo and is so insightful and passionate about our industry. In this episode we hear about her career and the impact it has has on her thoughts on a range of subjects from - Progression, Hybrid working, women in contact centres, the relationship between vendors and customers and much more. 

Naomi Horne & Martin Pemberton talk about Mental Fitness and how to feel more confident, resilient, and energised to handle everyday situations in a more positive way.

A GOOW first with a couple coming on - I loved chatting to Naomi & previous guest Martin. They are awesome humans and have just started their own radio show. if you are not already I would suggest connecting with both on Linkedin. 

Andy Cook is Customer Experience & People Director at Ruroc and previously was at Dyson & Ovo. We chat about his career which started as a young journalist. Andy shares really helpful tips.

We talk about Customer Communities and if you are thinking of setting one up Andy shares some great insights.

We also talk Digital, CX , Social Media and Andy's experience as a Lead Judge in UK & European awards.

What an episode - Lucie is great and we covered - Diversity & Inclusion – a huge passion of Lucie's who founded the Women At Very network about 2.5 years ago. She shared how it has transformed from a supportive network to one that’s actively advocating for change. 

Lucie shares her Squiggly career and bravely talks about mental health and her diagnosis with OCD in her late 20's. She talks openly about it so as to inform and help others.

And Lucie shares how creativity is a big part of her life, her love of art and making things and we hear about a forthcoming colouring book.

Loved chatting to Lucie.

Colleen McCann and I have chatted for years after connecting on Linkedin and it's about time we got our chat onto the podcast. Colleen has had a really interesting career and shares great tips on marketing and business development. She shares how energised she is by the vision of HGS, part of which can be summarised by 'Bots & Brains'.

In this chat Colleen talks about outsourcing, or rather 'partnering with experts; we talk about the negative connotations versus the reality.

What should companies consider if they haven't used an outsourcer before ? We chat about offshoring and also about business development and finally we talk about dogs :) 

A great episode with a real expert ! Klaus Failenschmid specialises in UI/Design Processes, chatbots & voicebots and linguistics in general and is Head of UX Chatbots and Interaction Technologies at Sabio.

Klaus tells us in this episode how these technologies can create excellent experiences for the customer and the agent and discusses their impact on the wider contact centre.

We also hear how Klaus was actually the first European employee of SpeechWorks – now Nuance – before joining Sabio and also we hear his thoughts around how he sees natural language understanding (speech context) impacting the contact centre and particularly the agent/customer interaction.

A great guy with really great ways of bringing his expertise to light.

The Ukraine special 

Thanks to our friend Iryna Velchyko we were given this opportunity to talk to three other members of the contact centre community in Ukraine. Two contact centre owners and an agent told us about their experiences in the war to date and also the work they are continuing to do from their contact centres. We also talk about how we can assist our colleagues in Ukraine in their hour of need.

Matt is passionate about helping contact centres and customers have a better experience when it comes to identification and authentication. A voice biometrics expert Matt has written a book called 'Unlock your call centre' in this episode he tells tells us all about it and also covers;

 - We all tolerate poor security experiences without really understanding their implications (particularly on front line colleagues)

- Organisations need to understand where they are starting from - It’s not always as clear cut or visible as you might think - tools on web site

- Advanced technology solutions are increasingly accessible for all types of organisations - need to choose the right ones for your context

Well done Matt on a great book - the more books about our industry the better.