Dino first came on the podcast over a year ago and we have a lot to talk about. The challenge facing all contact centres at the moment - recruitment is our first topic. We talk about Dino's views on why returning to our vibrant contact centres is so important. We talk about Ventrica's expansion internationally and their latest investments in technology. Dino rightly is considered one of the nicest guys in our industry and its always a pleasure to speak to him

Being a customer facing team member in our industry is tough, on this podcast we talk about mindset and the factors that are important in helping your agents get and keep the right one.

Brucine Francis is a Uk & International recruiter for the Customer Contact Industry and shares her expertise and journey. Brucine talks about her work in Diversity and Inclusion and recounts her own experiences of dealing with racism in her life. Brucine is amazing and I am so glad I did this podcast so you can hear her too.

Nik is a good mate now having chatted many times both on the podcast and off it. He's a successful business owner, charity champion and Linkedin leader. Today we talk about many many things that were on Niks mind.

James is always a great listen - his knowledge, skills and just the person he is makes for a great episode.

I've known Michael since 2017 when we judged together and he has been someone I have wanted to come on the podcast since I set it up in 2019. Michael is a subject matter expert in call & contact centres, CX and DX and shares his career journey, his passion for customers, start up tips, and shares the journey that Atiom have been on. A great episode and guest - hope you enjoy.

The first GOOW huddle, before we start the working day I will record no more than 10 minutes of industry news, thoughts, top tips, book recommendations and anything else that takes my fancy - this is the first one - let me know what you think.

Martin Pemberton worked hard to live alot of peoples dream for a decade - he was a professional footballer. This career was ended by injury and Martin suffered until he created Just 1 to 11. In a funny, heart warming, real and authentic episode Martin shares his lifes journey and how Just 1 to 11 saved him.

Andrew MacAskill is a job search guru with a following of over 80,000 on Linkedin and is an official Linkedin Changemaker due to his unstinting support and guidance to job seekers. An episode well worth a listen if you are job searching or might be in the future.

In this episode I am joined by the lead of the award winning John Lewis Customer Care team Alice Henderson and she talks about management and governance of change activity within contact centres. How do you govern it across multiple head office stakeholders, manage the volume of change,and prioritise effectively.
She also talks about how the team helped shape the strategy for customer care with our senior leaders, and built the distributed working model last year. Alice is illuminating and insightful and I really enjoyed chatting with her.