Talk Time: The Contact Centre Podcast

In this episode of Talk Time with MaxContact, Daryl Wilkes, Director of Customer Care at ASOS, shares insights on transforming customer service operations through data-driven strategies, channel optimisation, and employee empowerment. Learn how ASOS has significantly improved its customer experience metrics and adapted to the evolving digital landscape.

In this episode of Talk Time with MaxContact, Steve Sullivan, a distinguished freelance consultant and interim manager specialising in Omni Channel customer experience, joins Sean McIver to discuss recent innovations in contact centre performance management, the importance of customer expectations, and the challenges of compliance in the age of AI.

In this episode of Talk Time with MaxContact, Adrian Swinscoe returns to discuss his Punk CX philosophy and its application to the rapidly evolving customer experience landscape. Adrian challenges conventional wisdom in CX, advocating for a more disruptive and innovative approach to improve outcomes for both customers and businesses.

In this episode of Talk Time with MaxContact, Clayton Drotsky, founder of Growth Crew Limited, shares his journey from contact centre agent to leadership coach. He discusses the importance of positive leadership, building meaning into work, and the challenges facing contact centre leaders today.

In this episode of Talk Time with MaxContact, Nathan Dring, Founder and Director of Nathan Dring and Associates Ltd, joins Sean McIver to discuss integrating learning into daily operations, building trust through conversations, and the impact of remote work on team dynamics. They also touch on the role of managers in driving cultural change and the potential of AI in customer experiences.

Welcome to another episode of Talk Time! In this special episode we're focusing on hybrid and remote working in contact centres, delving into how to effectively manage a hybrid or remote team, support their work-life balance, and keep customers at the organisation's core. This episode features insights from George Frater of ProblemShared, Danny Wareham of Firgun, Natalie Calvert, a CX and EX coach, and Julie Mordue and Sarah Hunt of GreenBean.

In this episode of Talk Time with MaxContact, Paul “The Contact Centre Innovator” Weald, Director of Multichannel Customer Experience, joins Sean McIver to share his perspective on contact centre innovation and what it takes to make significant improvements to customer experience. They dive into the importance of balancing demand with smart contact centre strategies, the integration of technology and innovation, how to choose the right metrics that enhance customer experience, and the power of marginal gains in contact centre operations.

In this special episode of Talk Time with MaxContact, Ben Booth, CEO at MaxContact, and Matthew Yates, VP of Engineering at MaxContact, join Sean McIver to unveil Spokn AI, our exciting new speech analytics product. In just twelve short months, Spokn AI went from concept to reality, with its first client going live in just two weeks. Ben and Matthew are here to share the entire journey, from a spark of an idea to a successful launch.

In this episode of Talk Time with MaxContact, Dave Clowes, Contact Centre Manager at NHS Shared Business Services, joins Sean McIver to explore the topic of team engagement. They share innovative strategies for motivating contact centre agents, performance management techniques, and the need to balance engagement metrics with employee morale.

In this episode of Talk Time with MaxContact, Neville Doughty, Partnership Director at Contact Centre Panel, joins Sean McIver to explore how situational CX elevates customer service, the importance of pairing the right business with the right outsourced partner to deliver effective customer experiences, and how to find the perfect balance between human touch and AI.

Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and using technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super agents.

In this episode of Talk Time with MaxContact, Adam Altoft, Customer Experience Director for Europe at Rentokil Initial, joins Sean McIver to unveil the challenges of leading large teams in the public sector, why you should treat KPIs as points of curiosity, combining customer analytics, feedback, and personal belief for positive change, and how to enhance customer experience with thoughtful AI implementation.

In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on customer service excellence, and the key to lasting cultural transformation in business.

It's a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we've been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact including CEO Ben Booth and VP of Engineering Matthew Yates.

In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and how to design a winning CX strategy.

In this episode of Talk Time with MaxContact, Clayton Drotsky, Director and Founder of Growth Crew, joins Sean McIver to unveil his inspiring transition from contact centre agent to influential leader, the difference between management and leadership, and the significance of building meaning into the work environment.

Tim Farrell, the Business Transformation Manager at Direct Line, joins Sean McIver to discuss the limitations and benefits of using chatbots for an enhanced digital customer experience.

In this episode of Talk Time with MaxContact, Sarah Hunt, Associate Director of Client Solutions at greenbean, and Julie Mordue, Head of Marketing & Partnerships at greenbean, join Sean McIver to discuss showcasing contact centre talent. They explore the changes in the contact centre industry, the evolution of contact centre roles, and the impact of greenbean's GROW programme on enhancing employees' commitment and satisfaction.

In this episode of Talk Time with MaxContact, Rob Wilkinson, a Customer Experience Consultant at The Car Charge People, joins Sean McIver to explore how data and intelligence can drive CX. They delve into compliance and customer trust in the digital age, data mapping, and AI's role in enhancing customer service.

In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.

Marianne Rutz, Founder and Principal Consultant at Rutz Consulting, joins Sean McIver to discuss the key to achieving true customer centricity in contact centres. They explore the evolution of customer centricity, the importance of understanding cultural nuances, and how to effectively balance automation and human touch.

Ian Golding, CEO and Founder of Customer Experience Consultancy, joins Sean McIver to shed light on the true purpose and strategy of CX management. They share why organisations must shift their strategies from product-led to experience-led, how to balance short-term ROI with long-term customer-centric growth, and the importance of mapping and measuring the customer journey.

Barry Cooper, Head of Customer Service at Moneycorp, joins Sean McIver to unveil the essence of customer experience, the role of proactive communication, and why it's vital to balance customer satisfaction and employee well-being.

Gareth Walsh, Senior Director of Customer Experience and Supply Chain Transformation at Zimmer Biomet, joins Sean McIver to unveil the importance of ensuring the right levels of customer intimacy at the appropriate phase of a customer's journey.

George Frater, Service Delivery Manager of Sensée, joins Sean McIver to shed light on the challenges and benefits of remote working, particularly in customer service. George shares insights on maintaining team cohesion and customer excellence, as well as monitoring performance metrics.

Adrian Swinscoe, an Aspirant Punk at Punk CX, joins Sean McIver to explore the Punk CX movement and its potential to revolutionise the service and experience industry. They dive into the role of punk spirit in challenging CX norms and championing authenticity, how organisations can embrace that punk aspect, and the role of technology in enhancing the agent experience and delivering exceptional customer service.

Danny Wareham, Founder and Culture and Engagement Director of Firgun, joins Sean McIver to share his approach to aligning culture with organisational strategy to nurture a purposeful environment for employees to give great service. They also discuss the importance of finding an organisation's ‘why', the ‘nudge theory', and cognitive diversity in the workplace.

In this round-up episode of Talk Time with MaxContact, Sean Mclver takes a look back at some of his past interviews with the fantastic guests we've been lucky to have on the show. He shares some of the best moments featuring Garry Gormley, Founder and CEO of FAB Outsourced Solutions; Jayne Halton, Group Database and Contact Centre Manager at Chapelhouse Motor Group; Katie Stabler, Founder and Director of CULTIVATE; and Kevin Sampson, Head of Customer Excellence at Zen Internet.

James Marshall, Director of Customer Experience at Southampton City Council, joins Sean McIver to share actionable strategies for gathering and analysing data and customer feedback to enhance services, address the needs of your clients, and improve their overall experience.

Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and utilising technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super contact centre agents.

Bérengère Chaintreau-Fuchs, previous Head of Customer Engagement and Panels at eBay, joins Sean McIver to discuss the importance of customer centricity and empathy in building a successful business, highlighting how to prioritise customer needs, establish two-way conversations, and embed customer centricity in company culture.

Mike Aoki, President of Reflective Keynotes, joins Sean McIver to discuss the importance of empathy and communication skills in customer-facing roles, the challenges faced by frontline agents, and the need for positive reinforcement and empowering staff.

James Revell, Director of Contact Centres at Whistl UK, joins Sean McIver to explain how organisations can leverage employee engagement to improve the delivery of customer experience, technology integration in an omnichannel world, and the impact of AI and chatbots on customer experience.

Nate Brown, Co-Founder of CX Accelerator, joins Sean McIver to help CX leaders enhance the voice of their customer approach through meaningful storytelling and personalization, as well as maximising customer experience with effective digital tools.

Ana Magalia, Head of Customer Experience at Hurdle, joins Sean McIver to explore the importance of customer experience, journey mapping, and setting baselines to measure success in at-home health testing.

Lee Houghton, Co-founder and Business Improvement Coach of Get Knowledge, joins Sean McIver to share how leadership behaviours influence employee engagement and customer satisfaction, the power of connection, and why leaders should focus on creating a culture of sustainable performance excellence.

Danny Wareham, Founder and Culture and Engagement Director of Firgun, joins Sean McIver to share his approach to aligning culture with organisational strategy to nurture a purposeful environment for employees to give great service. They also discuss the importance of finding an organisation's ‘why', the ‘nudge theory', and cognitive diversity in the workplace.

Jayne Halton, Group Database and Contact Centre Manager at Chapelhouse Motor Group, joins Sean McIver to share how to maintain motivation in a call centre environment, build a collective winner's mindset, and the importance of effective communication in contact centres.

Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, joins Sean McIver to discuss how thoughtful and mindful communication elevates the customer experience.

Ben Booth, CEO of MaxContact, joins Sean McIver to discuss the current state of customer experience in the contact centre industry with a focus on how automation can improve the customer experience while reducing costs.

Kevin Sampson, Head of Customer Excellence at Zen Internet, joins Sean McIver to unpack his secret sauce to levelling-up customer experience and achieving customer excellence.

Sofia Puccio, Associated Product Manager, and CX Management Information Lead at Curve joins us to share her thoughts on the role of artificial intelligence in automating customer experience.

Muhammad Safdar, Head of Customer Excellence at Prime Secure +, joins Sean McIver to give actionable insights on how brands can improve customer experience and ensure customer excellence.

James Vukashin, National Director of Contact Centres at Veezu, joins Sean McIver to share his perspective on why people need to come first to ensure best-in-class service, the importance of supporting hyper-local communities, and how to transform customers into brand advocates.

Natalie Calvert, a Customer Experience and Employee Experience Executive Coach, joins Sean McIver to share her approach to balancing customer experience (CX) and employee experience (EX) and what contact centre leaders should focus on to improve both CX and EX.

Marianne Withers, Founder and CEO of The Verity Centre, joins Sean McIver to share the differences between mediocre and excellent customer journeys and what it takes to deliver a fantastic customer experience.

Garry Gormley, Founder and CEO of FAB Outsourced Solutions, joins Sean McIver to discuss technological and process opportunities contact centres could seize to enhance customer experience and the work lives of agents'.