Get Out of Wrap - Contact Centre Chat

By Martin Teasdale

There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre.

Perhaps still an industry with a negative perception externally, the reality is very ... more

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FAQs about Get Out of Wrap - Contact Centre Chat:

How many episodes does Get Out of Wrap - Contact Centre Chat have?

The podcast currently has 334 episodes available.

Get Out of Wrap - Contact Centre Chat episodes:

October 11, 2019 #17 Helen Beaumont Manahan & understanding cultural nuance in QA.
A Get out of Wrap first with Helen back on the podcast for the second time. Helen is the EMEA Quality Solutions & CX Manager for BPA Quality and is an expert on improving human interactions and quality monitoring.
Working on multi-lingual projects for global brands and herself a fluent French speaker has seen Helen develop a real passion for understanding cultural nuance which she covers in this episode along with high and low context.
She covers what cultural nuance is and examples of cultural considerations on a multilingual project.
The differences between tone in text and speech & amongst much more the insights gained from understanding high and low context and what all of this means for contact centres, quality frameworks, multi-lingual activity and customer experience in general.
Cats, trumpets and impressions feature too :)
...more
45min
October 11, 2019 #17 Helen Beaumont Manahan & understanding cultural nuance in QA.
A Get out of Wrap first with Helen back on the podcast for the second time. Helen is the EMEA Quality Solutions & CX Manager for BPA Quality and is an expert on improving human interactions and quality monitoring.
Working on multi-lingual projects for global brands and herself a fluent French speaker has seen Helen develop a real passion for understanding cultural nuance which she covers in this episode along with high and low context.
She covers what cultural nuance is and examples of cultural considerations on a multilingual project.
The differences between tone in text and speech & amongst much more the insights gained from understanding high and low context and what all of this means for contact centres, quality frameworks, multi-lingual activity and customer experience in general.
Cats, trumpets and impressions feature too :)
---
Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
...more
45min
September 20, 2019 #16 James Revell - General Manager at Air France - KLM
James is a multiple award winning leader at Air France - KLM where he has worked for 21 years, the last 4.5 years as General Manager.
You may have heard James last year as he delivered a key note speech at the National Contact Centre Conference.
At Air France - KLM as well as leading the contact centre operations James recently has overseen a successful transformation programme which entailed leading the operational merger of two similar centres to achieve an integrated working methodology for Europe.
As well as covering some of the details of how his teams have won awards in social media, homeworking and large contact centre categories James talks about the challenges of attracting & retaining talent in contact centres , homeworking and much more in this episode including a pop up contact centre and I also discovered that James has a fascinating talent !
...more
1h 24min
September 20, 2019 #16 James Revell - General Manager at Air France - KLM
James is a multiple award winning leader at Air France - KLM where he has worked for 21 years, the last 4.5 years as General Manager.
You may have heard James last year as he delivered a key note speech at the National Contact Centre Conference.
At Air France - KLM as well as leading the contact centre operations James recently has overseen a successful transformation programme which entailed leading the operational merger of two similar centres to achieve an integrated working methodology for Europe.
As well as covering some of the details of how his teams have won awards in social media, homeworking and large contact centre categories James talks about the challenges of attracting & retaining talent in contact centres , homeworking and much more in this episode including a pop up contact centre and I also discovered that James has a fascinating talent !
---
Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
...more
1h 24min
September 06, 2019 #15 Sham Aziz - Head of Customer Services at Selfridges
I really enjoyed chatting to Sham Aziz who is Head of Customer Service at Selfridges.
Sham covers his 17 year journey in delivering in contact centre operating models and working in and leading the customer service and contact centre teams for some great companies.
In an enjoyable chat we also talk about;
Culture
Advisor motivation & performance
work / life balance
People being themselves
Lessons learnt
Delivering customer service & focusing on team members
The importance of mentors and key people in your career
Also mentioned are faxes and dad jokes :)
...more
55min
September 06, 2019 #15 Sham Aziz - Head of Customer Services at Selfridges
I really enjoyed chatting to Sham Aziz who is Head of Customer Service at Selfridges.
Sham covers his 17 year journey in delivering in contact centre operating models and working in and leading the customer service and contact centre teams for some great companies.
In an enjoyable chat we also talk about;
Culture
Advisor motivation & performance
work / life balance
People being themselves
Lessons learnt
Delivering customer service & focusing on team members
The importance of mentors and key people in your career
Also mentioned are faxes and dad jokes :)
---
Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
...more
55min
August 23, 2019 #14 Helen Ginman chats about wellbeing & mental health in Contact Centres.
After working with contact centres for 14 years, most recently as Senior Director of Operations, Helen started her own business working with organisations to promote positive mental health & wellbeing, to transform environments within the workplace to prevent poor mental health and better support those who do struggle.
In this episode, amongst other things we discuss;
key triggers within contact centres that are often present and can contribute to poor mental health.
the challenges for contact centres and tips on how to encourage positive wellbeing for all
what are the common mental health challenges that leaders may see
how leaders can help their team members
We also talk about a chap called Bob.
...more
54min
August 23, 2019 #14 Helen Ginman chats about wellbeing & mental health in Contact Centres.
After working with contact centres for 14 years, most recently as Senior Director of Operations, Helen started her own business working with organisations to promote positive mental health & wellbeing, to transform environments within the workplace to prevent poor mental health and better support those who do struggle.
In this episode, amongst other things we discuss;
key triggers within contact centres that are often present and can contribute to poor mental health.
the challenges for contact centres and tips on how to encourage positive wellbeing for all
what are the common mental health challenges that leaders may see
how leaders can help their team members
We also talk about a chap called Bob.
---
Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
...more
54min
August 16, 2019 #13 Guest host Rachel Goddard takes the reins of GOOW & turns the tables.
For this 13th episode of the podcast a key guest, contributor and supporter of the podcast Rachel Goddard had an idea. (Matt Bourke and Helen Beaumont Manahan - also guests & key contributors also suggested this).
The idea was to turn the table and microphone on me.
Thinking 'don't ask someone to do something you are not prepared to do yourself' I agreed.
I can now say it is more nerve wracking being the guest than hosting.
Despite the nerves I really enjoyed our chat and hope you do too - we cover;
Advice on coming off the phones and progressing.
The importance of mentors.
Mistakes not being terminal in a career and learning from them.
Some new leader pitfalls to avoid & tips for Team Leaders
Considering how to best support the people in your contact centre
Morning underpants and much more in a predominantly Operations focused episode.
...more
47min
August 16, 2019 #13 Guest host Rachel Goddard takes the reins of GOOW & turns the tables.
For this 13th episode of the podcast a key guest, contributor and supporter of the podcast Rachel Goddard had an idea. (Matt Bourke and Helen Beaumont Manahan - also guests & key contributors also suggested this).
The idea was to turn the table and microphone on me.
Thinking 'don't ask someone to do something you are not prepared to do yourself' I agreed.
I can now say it is more nerve wracking being the guest than hosting.
Despite the nerves I really enjoyed our chat and hope you do too - we cover;
Advice on coming off the phones and progressing.
The importance of mentors.
Mistakes not being terminal in a career and learning from them.
Some new leader pitfalls to avoid & tips for Team Leaders
Considering how to best support the people in your contact centre
Morning underpants and much more in a predominantly Operations focused episode.
---
Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message
...more
47min

FAQs about Get Out of Wrap - Contact Centre Chat:

How many episodes does Get Out of Wrap - Contact Centre Chat have?

The podcast currently has 334 episodes available.