David has been in contact centres since starting on the phones some 20 years ago. He found he had a talent in planning and hard work and research has seen him become an SME in this area. In this episode David talks about planning for hybrid workforces, intraday automation, workforce engagement and how real time agility is more beneficial to your business than forecast accuracy. A great episode with a great guy & not just because we have similar beards :)

Garry is founder of Fab Solutions and also the founder of the Contact Centre Network, prior to that he had a long career at BUPA. In this episode we talk about his career to date, about how to create customer and colleague loyalty in your Contact Centre and Elephants, dead fish & vomit :)

Jimmy Hosang is the CEO of The Modular Analytics Company and he brings the authenticity and engagement you'd expect from that company to this podcast. I loved chatting to Jimmy and found him inspirational as he talked about his journey and his ethos. We also talked about the digitisation of the contact centre and how Jimmy is passionate about people development and their use in contact centres.

Mark Turner is an Operations SME and currently heads up the multi-lingual operation at BPA Quality. He also takes on the task of leading a yearly physical challenge to raise money for charity. The last few years have seen people from BPA complete the 3 Peaks challenge and this year despite Covid is no different with the team taking on the 100km challenge that is the Race to the Stones. In a laughter filled episode Mark shares tips and why you should be organising something for your contact centre.

Rob Wilkinson is very well known in the industry. He has judged at customer experience awards, spoken at business forums, provided content as a subject expert and been twice voted in Call centre Helpers ‘Top 10 Most respected’. Rob shares his journey, top tips and his passions.

In another episode dedicated to sharing tips and advice - this topic is one close to our hearts as Operations people and that is Incentives and Games in the Contact Centre

Nik and I have developed a real friendship from Linkedin and these podcasts. Nik is the founder of Winning Bid Ltd and we talk about his business, his latest charity work and we chat about society - love this future Nicaraguan president like a brother.

Pete Dunn is an expert on QA in Contact Centres and in today's episode on sharing top tips we talk Scorecards. Get this vital part of QA right. As we're mates we have a laugh too.

Daniel is the The Executive Health Coach and runs a very succesful business helping executives lose weight, become healthy and happy. His method is fully holistic and if you want to be the best version of yourself this is the episode for you.

Well known in the industry Mark Conway is the founder of CCP recruitment. In this episode Mark talks about his journey and how contact centres changed his life, recruiting in our industry, setting his own business up, the last crazy year and also top tips for job seekers. Great to chat to Mark and it gave me real hope for the future. Plus Mark is a fellow Spurs fan so some football chat slips in ! COYS