Podcasts about contact centre

In this episode, Martin is joined by Barry Cooper — Head of Conversions at Smart Currency Exchange, long-time member of the contact centre community, and all-round legend of the Team Leader Community. What started as a five-star review left on a podcast five years ago has turned into a genuine friendship, and now something even bigger.Barry joins to announce the launch of his brand-new podcast: ASA – Average Speed of Answer, a Get Out of Wrap production. Unlike most contact centre content, ASA is dedicated entirely to the people behind the headsets — customer service advisors, sales agents, and anyone on the frontline talking to customers every day. Barry wants to hear their stories, their first-day nerves, their career journeys, and what the job really feels like from the inside.Martin and Barry also reflect on the power of community, the confidence it takes to put yourself out there, and why the contact centre industry deserves more people who champion it from the ground up.ASA – Average Speed of Answer launches on 22nd April 2026, every Wednesday.Chapter Listing:00:00 – Welcome & introducing Barry "Popup Pirate" Cooper 03:30 – The origin of the Popup Pirate nickname 07:00 – How community builds confidence: speaking at events and showing up 13:00 – How a single podcast review started a five-year friendship 19:00 – Why the contact centre industry needs more voices 23:30 – Announcing ASA – Average Speed of Answer: what it is and who it's for 28:00 – The first episodes: first-day stories, KPIs, and life behind the headsets 32:00 – Launch date, how to get involved, and how to leave a review

Most companies sit on a goldmine of customer insight and do almost nothing with it. Every conversation holds signals about frustration, churn risk, and broken experiences, yet extracting that value can be a slow and manual effort.In this episode, Shane Lynn, CEO and Co-Founder of EdgeTier, unpacks how conversational intelligence is evolving in the age of large language models and what it means for contact centres.Shane explains how EdgeTier can now model metrics such as resolution rate and customer satisfaction across every interaction, rather than relying on the 10–15% survey response rate most contact centres achieve.We also get into the organisational challenge that underpins all of this: contact centres often hold the richest customer insights in the business, but lack the tools or organisational standing to act on them. Shane argues that data-driven contact centres can shift from being reactive cost centres to genuine strategic assets, influencing product, policy and process decisions across the wider business.Finally, we touch on the growing challenge of monitoring AI agent conversations and why automated analysis of those transcripts may actually matter more than it does for human-handled interactions.Show notesDiscover more about EdgeTier: http://edgetier.com/Follow Shane on LinkedIn: https://www.linkedin.com/in/shanealynnFollow Kane on LinkedIn: https://www.linkedin.com/in/kanesimmsTake our updated AI Maturity Assessment: https://vuxworld.typeform.com/to/a26bf9Rr?utm_source=podcast&utm_medium=audioSubscribe to VUX World: https://vuxworld.typeform.com/to/Qlo5aaeWSubscribe to The AI Ultimatum Substack: https://open.substack.com/pub/kanesimms Hosted on Acast. See acast.com/privacy for more information.

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for March 2026.Many thanks to Ribbon for their continued support.PowerPoint DeckMicrosoft 365 Copilot Wave 3​Anthropic in M365 Copilot ​Copilot Cowork​Agent 365​Microsoft 365 E7​AI Workplace Roadmap​Teams Devices Roadmap​New Teams Certified Devices​Events​Useful Links:BriefingsReal AI Use Cases in the Contact Centre with Luware Nimbus - Costs, Risks and Benefits - Marcel Gaufroid, Head of Sales – EU, at LuwareMicrosoft Places in 2026: APIs, Desk Booking, and Copilot Context - Brennan McReynolds, Product Strategy Lead for Microsoft PlacesPure IP's Platform Strategy that Simplifies Enterprise Communications - Adnon Dow, Chief Strategy Officer at Pure IPAI Voice Agents - Sean Keegan, Developer Evangelist for Azure Communication Services at MicrosoftTony at NWN Explains How They Deliver Multi-Platform UCaaS at Scale with NUWAVE iPILOTTeams Insider PodcastsCTO of LabourNet on Microsoft Teams Phone and Contact Centre with a Dispersed National Workforce with Mike Love, CTO at LabourNet, Janet Souter-Dantu, Co-founder at ScopServ Integrated Services, and Vanesia Raborethe, Head of Sales at ScopServSharePoint at 25, Past, Present, and AI Future with Microsoft's Jeff TeperAI enabling real-time communications with Adam Jacobs, IC3 Principal Program Manager at MicrosoftScaling Microsoft Teams Phone and Teams Rooms at BAE Systems with Andrew WigmoreOther Useful Linkshttps://www.microsoft.com/en-us/microsoft-365/blog/2026/03/09/copilot-cowork-a-new-way-of-getting-work-done/https://blogs.microsoft.com/blog/2026/02/27/microsoft-and-openai-joint-statement-on-continuing-partnership/https://portal.changepilot.cloud/mc1247880https://portal.changepilot.cloud/MC1247634https://portal.changepilot.cloud/mc1248392https://portal.changepilot.cloud/mc1245225https://portal.changepilot.cloud/mc1243546

Mike Love, CTO at LabourNet, is joined by Janet Souter-Dantu, Co-founder at ScopServ Integrated Services (Pty) Ltd, and Vanesia Raborethe, Head of Sales at ScopServ Integrated Services (Pty) Ltd, to discuss LabourNet's move to a Microsoft Teams-based contact centre with Landis.LabourNet, established in 1996, is a large labour law consulting firm with a national footprint in South Africa.• Why LabourNet standardised on Microsoft Teams as a single communications platform to support time-critical, high-importance client interactions• How Landis Contact Centre queues, presence-based routing, and reporting improved visibility and support availability-based call distribution across a geographically dispersed workforce• Lessons learned on adoption, process change, and why senior leaders tested the customer experience daily to drive improvements• What's next, including better use of contact centre data and a cautious, data-first approach to AI augmentation for agentsThanks to Landis, this episode's sponsor, for their continued support of Empowering.Cloud

Legacy contact centres are costly, complex and holding businesses back — but cloud and API-driven innovation is changing everything. In this episode of CDW Tech Talks, host Brian Matthews, Head of Modern Workspace – Services Strategy and Development, sits down with Curtiss Hoeft, Senior Field Solutions Architect, to explore how modern contact center platforms reduce costs, boost flexibility and power smarter, AI-driven customer experiences. From replacing hardware-heavy systems to leveraging real-time agent assist and virtual agents, learn how organizations are future-proofing customer service in 2026. To learn more, visit cdw.ca Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join me and the rest of the Get Out of Wrap TV gang as we talk about the big questions in the contact centre and CX world. On this episode we talked about what agents are saying their work lives are like in our industry. This is born out of my work with Calabrio on producing the Voice of the Agent research at the end of 2025.

MVP Tom Arbuthnot shares all the latest Microsoft Teams and Copilot news and announcements in less than 15 minutes for February 2026.Many thanks to Neat for their continued support.PowerPoint DeckEnhanced M365 Copilot Memory​Copilot Chat (free) in Outlook with all emails and Calendar​Ilya Bukshteyn's ISE keynote​Microsoft Teams Licensing Changes April 2026​Places Roadmap Updates​Express voice enrolment​Meet App Becomes Events App​Teams Live Events and API are retiring​Multiple phone numbers on Teams Phone Devices​Transitioning Teams Android Device Management​EventsUseful Links:Briefings:Real AI Use Cases in the Contact Centre with Luware Nimbus - Costs, Risks and Benefits - Marcel Gaufroid, Head of Sales – EU, at Luware​Microsoft Places in 2026: APIs, Desk Booking, and Copilot Context - Brennan McReynolds, Product Strategy Lead for Microsoft Places​Pure IP's Platform Strategy that Simplifies Enterprise Communications - Adnon Dow, Chief Strategy Officer at Pure IP​AI Voice Agents - Sean Keegan, Developer Evangelist for Azure Communication Services at Microsoft​Teams Insider PodcastsThe role AV Distribution play in Microsoft Teams Rooms with Jenny Hicks, Technical Director at Midwich UK​Logitech's New Rally AI Cameras and Multi-Camera Microsoft Teams Rooms with Henry Levak, VP of Product for Logitech for Business​Microsoft Places in 2026: APIs, Desk Booking, and Copilot Context Brennan McReynolds, Product Strategy Lead for Microsoft Places​Microsoft Teams Rooms and Phone Journey at Toyota Financial Services JT Elliott, Unified Communications and Collaboration Manager, at Toyota Financial Services​​

Richard Sewell, IT Manager, at the Chartered Institute of Housing discusses the organisation's decade-long telephony transformation, from traditional PBX through hosted VoIP to Microsoft Teams with Voca contact centre.• The journey from restrictive on-premises PBX systems to flexible cloud-based solutions• Challenges of hot-desking with legacy systems and how Microsoft Teams solved them• Why user adoption and training matter more than the technical migration itself• Managing contact centre users with Voca's presence controls, analytics, and supervisor dashboards• Lessons learnt about extension numbers, call transfers, and user expectations in Teams• How visibility and reporting encourage accountability in hybrid working environmentsThanks to AudioCodes, this episode's sponsor, for their continued support of Empowering.Cloud.

In this powerful episode of Inspiring Women in CX, Clare Muscutt is joined by Kerry Sudale, a leading CX and Contact Centre recruiter and passionate advocate for inclusive, people-first hiring. With the market more competitive than ever, Kerry shares her expert insights on why so many talented CX leaders are currently on the open market—and what it really takes to stand out and secure the right role. Together, Clare and Kerry explore: The real reasons behind the CX job market squeeze The most common mistakes job seekers make (and how to avoid them) How to build a personal narrative that balances confidence with authenticity Practical strategies for resilience, self-promotion, and staying visible during a tough search Kerry also opens up about her own journey, the challenges she's overcome, and the role that community has played in shaping her career and mission. Whether you're actively job hunting, navigating uncertainty, or thinking about your next move, this episode is packed with real talk, actionable advice, and inspiration for women in CX at every stage of their career.

In this heartfelt solo episode of Get Out of Wrap, host Martin Teasdale shares the full story behind The Team Leader Community™ , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders.Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how the community now supports over 600 members from across the globe.You'll hear:The origin story (including Martin's “magic weekend”)The vision behind the communityWhat spaces exist and how members use themHow team leaders are supported with coaching, resources, and peer-to-peer helpWhy this is a movement, not just a membershipBig wins from the Next CX Summit, and what's nextThis isn't just a podcast. It's a rallying call for better support for the people who drive customer experience every day ...the team leaders.Subscribe for weekly episodes and inspiring guests.

You've probably met Hannah at the Contact Centre Expo, helpful positive and always helping put on a great show.Hannah joins me to share details of the Next CX Summit in Manchester on July 15th and also we talk about the Contact Centre Expo in November and how you can get involved.

Episode 150: Markus Erlandsson and Malin Martnes chatted with Tricia Sinclair from Avanade about Service. Tricia starts by explaining that service is more than just support, and we discuss how Microsoft has transitioned from Omnichannel to Contact Centre. AI that helps, how voice is back and more. Bio I am a results-oriented human who loves … Continue reading Service with Tricia Sinclair The post Service with Tricia Sinclair first appeared on CRM Rocks.

Cape Town-born Abduragmaan Jacobs joined Lester Kiewit to explore the topic of telephobia — the fear of making or answering phone calls, particularly among Gen Z. Speaking from Dubai, where he leads onshore and offshore contact centre operations for a major telco, Maanie shared his insights on how digital-first communication is reshaping social habits, what’s being lost in the shift away from voice calls, and how we can start equipping young people with the confidence and skills to hold effective conversations over the phone. Good Morning Cape Town with Lester Kiewit is a podcast of the CapeTalk breakfast show. This programme is your authentic Cape Town wake-up call. Good Morning Cape Town with Lester Kiewit is informative, enlightening and accessible. The team’s ability to spot & share relevant and unusual stories make the programme inclusive and thought-provoking. Don’t miss the popular World View feature at 7:45am daily. Listen out for #LesterInYourLounge which is an outside broadcast – from the home of a listener in a different part of Cape Town - on the first Wednesday of every month. This show introduces you to interesting Capetonians as well as their favourite communities, habits, local personalities and neighbourhood news. Thank you for listening to a podcast from Good Morning Cape Town with Lester Kiewit. Listen live on Primedia+ weekdays between 06:00 and 09:00 (SA Time) to Good Morning CapeTalk with Lester Kiewit broadcast on CapeTalk https://buff.ly/NnFM3Nk For more from the show go to https://buff.ly/xGkqLbT or find all the catch-up podcasts here https://buff.ly/f9Eeb7i Subscribe to the CapeTalk Daily and Weekly Newsletters https://buff.ly/sbvVZD5 Follow us on social media CapeTalk on Facebook: https://www.facebook.com/CapeTalk CapeTalk on TikTok: https://www.tiktok.com/@capetalk CapeTalk on Instagram: https://www.instagram.com/ CapeTalk on X: https://x.com/CapeTalk CapeTalk on YouTube: https://www.youtube.com/@CapeTalk567 See omnystudio.com/listener for privacy information.

Working Smarter is joined by Martin Teasdale, the founder of Get out of Wrap, a UK-based podcast and consulting firm that specializes in contact centers...or is that centres?  Martin talks about his career, the challenges of finding a vendor, and the Calabrio "Voice of the Agent" survey results that were recently published.

Coimisiún na Meán is concerned that people are having difficulty reporting illegal content to online platforms. Under the Digital Services Act, online platforms are required to act on reports of illegal content in line with the law. This concern comes following an initial review, alongside information gathered from An Coimisiún's Contact Centre and complaints passed on by other European regulators. An Coimisiún is now initiating a formal review of online platforms' systems, to ensure that the platforms are complying with their obligations under the EU Digital Services Act (DSA). Under the DSA, online platforms must have easy to access and user-friendly ways for users to report illegal content (Article 16 of the DSA). They must also have a clear and accessible point of contact for users to contact them (Article 12). Coimisiún na Meán is responsible for making sure that all platforms with their EU headquarters in Ireland follow these rules, while working closely with the European Commission and other online safety regulators across Europe. Coimisiún na Meán has now issued formal requests for information to a range of platforms for further comprehensive detail on their approach to reporting options for illegal content and points of contact for users. Once the information gathering phase is complete, Coimisiún na Meán will engage with the platforms to ensure that their reporting mechanisms and point of contacts comply with the requirements of the DSA. Where concerns remain, Coimisiún na Meán can issue a compliance notice directing platforms to address any shortcomings identified in their systems and processes. If this does not lead to changes and improvements, An Coimisiún can open a formal investigation. If the investigation leads to a finding of non-compliance, Coimisiún na Meán can impose sanctions, such as a fine. An Coimisiún can also enter into a binding commitment agreement with a platform, in which the platform gives undertakings to bring its behaviour into line with the law. John Evans, Digital Services Commissioner at Coimisiún na Meán, said, "The DSA is a landmark law aimed at creating a safer and fairer online environment for users. However, its effectiveness for Irish and EU citizens hinges on the full implementation of its provisions by platforms. Of the complaints we have from people in Ireland and across Europe about online platforms, one in three are about problems when reporting illegal content online. We are intervening now to ensure that platforms follow the rules so that people can effectively exercise their rights under the DSA.'' Niamh Hodnett, Online Safety Commissioner at Coimisiún na Meán, said, "We are committed to using the full range of powers available under our Online Safety Framework to hold platforms to account for keeping people safe online. Through the DSA, our upcoming Online Safety Code and the EU Terrorist Content Online Regulation, we are working towards a digital landscape where adults and children can go online without fear of being harmed by the content or behaviour they come across. When people see illegal content, they should report it to the platform where they saw it, and if they aren't satisfied with the platform's response or if they can't find an easy way to report the content, they should get in touch with us." The platforms being contacted at this point are: Platform Article 12 Article 16 TikTok Yes Yes X Yes Yes - where there is no overlap with ongoing European Commission investigation YouTube Yes Yes Meta Yes No, subject to an ongoing European Commission investigation LinkedIn Yes Yes Temu Yes Yes Pinterest Yes Yes Shein Yes No, subject to an ongoing European Commission review Etsy Yes Yes Dropbox Yes Yes Hostelworld Yes Yes Tumblr Yes Yes

Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK. Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both local and global. https://www.linkedin.com/in/martin-anderson-%F0%9F%8D%8B-b5372123/ https://www.lemoncontactcentre.co.uk/

UC Today's Kieran Devlin speaks to Ads Khan, Head of Service Delivery at Conversant.In this session, we discuss the following:The key challenges facing contact centres in 2024What is Conversant's C360 solution and how can it empower customers?C360's Contact Centre module and how its flexibility and depth supports contact centres

Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk about the event and to discuess what buyers are really looking for when they are in the market for CX and BPO services... https://www.ccma.org.uk/ https://www.linkedin.com/in/leighhopwood/  

Will automation cause the number of contact centre agents to go up or down? In this episode, Patrick and Finbarr tackle the toughest issue with the current rate of change in the contact centre. They lay out some convincing arguments both ways, so this is an episode not to be missed.Explore more of our contact centre insights here: https://www.cavell.com/knowledge/customer-experience-reports/

Watch on YouTube.UC Today's Kieran Devlin speaks to Martin Mahler, Chairman at Akixi and data and analytics expert.In this session, we discuss the following:The key challenges contact centres are facing in 2024 and how analytics can help address them Practical use cases of how can be invaluable in contact centres How data can provide visibility for improving productivity and creating cost efficienciesThanks for watching, if you'd like more content like this, don't forget to SUBSCRIBE to our YouTube channel.You can also join in the conversation on our  Twitter and LinkedIn pages.Join our LinkedIn Community Group.

Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation for business in Wales operating centralised services. They represent Wales and promote greater investment in BPO and CX in Wales. The British general election is taking place as this episode arrives on July 4th so Peter talked to Sandra about this specfic region of the UK that has recently been enjoying far more global attention thanks to the Disney+ TV show "Welcome to Wrexham", which explores the success of Wrexham  foorball club since it was purchased by Ryan Reynolds and Rob McElhenney. But, there is much more to Wales than just sport and music. Sandra has spent many years promoting investment in the region and in this episode she explains why Wales is a particulkarly attractive part of the UK for any business managing their BPO and CX functions. https://www.linkedin.com/in/sandrabusby/ https://cnectwales.uk/ https://en.wikipedia.org/wiki/Welcome_to_Wrexham

This immersion into the world of contact centre technology coupled with extensive operational experience has formed the backdrop to Nerys carrying out regular Contact Centre audits, Delivering Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.00:00 Introduction 02:00 Welcome Nerys05:30 Managing contact centres - what did they get right?07:40 Barriers to getting things right 12:00 Mandating self service options16:25 The voice channel 25:00 Better service models31:15 What the future of the market looks like36:40 Labour market in contact centers49:50 Context of conversations57:00 Responsible AI1:00:20 The next 12 months1:01:50 OutroVist Nerys LinkedIn here - https://www.linkedin.com/in/neryscorfield/Unparsed, the world's most loved conversational AI conference returns with more punch, more passion and more impact! Buy your tickets now here - https://www.unparsedconf.com/ Hosted on Acast. See acast.com/privacy for more information.

Come and join Finbarr and Patrick as they discuss their latest Contact Centre Decision maker research. Hear how our data indicates AI and Automation growth in the contact centre and what that means for the future of agents in contact centre environments.

Join me chatting to Jackie about the UK National Contact Centre Awards - the deadline for nominations is approaching so this episode will give you everything you need to know. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

Jo Garland is a Senior Account Director at Webhelp. She is based in Surrey in the UK, close to London. In this interview Jo is speaking in a personal capacity as Peter Ryan called to ask about her experience of a Master's Degree in Leadership at Henley Business School. Jo graduated in 2021 with a distinction so the research was clearly appreciated by the course supervisors. Jo used the experience of the pandemic to focus her research on how the CX and BPO environment changed because of the move to a work-from-home and hybrid business model. We have often talked about the corporate experience of WFH on this podcast, but in this interview Jo goes into more detail on how WFH looks from a research perspective. How did office-based employees emulate the experience of working in a team when they all had to work from home? What worked and what is essential now that this is now normal? How can managers with remote teams ensure that they enable the creation of teams, no matter how the team is constructed  and how are we building a flexible future for CX? Do you have the leadership skills and structures in place to really manage in a remote environment? These are the questions that Jo and Peter explore in this edition of the CX Files https://www.henley.ac.uk/ https://www.linkedin.com/in/garland-jo/ https://www.linkedin.com/in/peter-ryan-montreal/ Episode 300 of CX Files... here's to another 300 in the future! Mark & Peter

Cian Maher, Head of Voice Technology and Infrastructure for global communications business DigitalWell, discusses his top technology trend predictions for the new year and what he believes are driving them What do hybrid work, security concerns and the boom of all things relating to artificial intelligence (AI) have in common? They've all dominated the contact centre and communication technology conversations of 2023. As organisations adapted to a hybrid work environment, the significance of secure and efficient communication tools became paramount. Simultaneously, the integration of AI into various facets of business operations reshaped how companies approach customer service, data management, and predictive analytics. The interplay of these three factors - hybrid work, security and AI - has set the stage for a technological landscape that continues to evolve rapidly. So, as we kick off the new year, will 2024 be another groundbreaking chapter in the realm of technology - and exactly what can we expect? Top technology predictions for the new year and beyond Anticipated trends in the field of communications specifically - although there are many similarities across industries - stem from businesses pursuing cost efficiency, talent optimisation and increased service reliability. With these drivers in mind, thoughts immediately turn to AI and machine learning, with the 2023 generative AI boom likely to bring significant developments in the AI and automation space, such as: Automating routine tasks: A trend we've already seen unfold in 2023, but expect to see an increase in popularity in the coming year, businesses utilising contact centres, for example, have been leveraging AI to automate simple tasks and even provide 24/7 support for routine inquiries that don't require complex understanding. This, of course, not only reduces the need for extensive human resources, but frees up employees' time to handle more complex issues that demand a human touch. As well as addressing the challenge of talent acquisition and retention in contact centres, the use of AI in this way really paves the way to a more streamlined and efficient customer service model, allowing customers to interact with businesses, seek information, and make minor requests independently. Companies operating in regulated industries, such as telecoms, may also explore the use of AI automating tasks related to licensing, paperwork, and communication with regulatory bodies in different countries. Expansion of self-service capabilities: Alongside automating routine tasks, I also predict an expansion of self-service capabilities in AI as businesses continue to drive operational efficiency and aim for more reliable and resilient services. On this note, I can see AI handling tasks such as contract extensions or service renewals on the cards, or even being involved in more complex, proactive areas, like identifying and understanding trends related to faults, learning from patterns in repeated customer reports, and predicting potential issues in the network before they escalate. Enhanced social media monitoring: We expect to see AI used more for monitoring social media, emails, live chat, and other communication methods. From sentiment analysis to flagging harmful content and notifying relevant parties, businesses - especially those in customer service and brand protection - will likely benefit hugely from these capabilities as they become more accurate and powerful in 2024. Language translation services: For businesses that operate globally, with customers and partners who speak different languages, AI could be a game-changer when it comes to addressing language barriers. AI has the potential to facilitate live translation services, acting as a dynamic translator during conversations, or enabling speech-to-text and text-to-speech functionalities to bridge language gaps. Augmented and Virtual Reality in unified communications: If AI could contribute to the integration of aug...

This is another Team Tubb Travelogue!Steve McCormick catches up with Richard Tubb and Pascal Fintoni who are in London for two different yet complementary international events: the B2B Marketing Expo and the Call & Contact Centre Expo.Grab a cup of your favourite tea or coffee, relax and join them for a fun conversation about the tech highlights from each expo.There are shout-outs to old and new friends and a chat about the impact of AI on all our marketing and customer service practices.Plus lessons about preparing for trade shows, and... the Team Tubb Travelogue Quiz is back!Richard and Pascal share their reactions and new findings from the two international events, the inevitable travel mishaps, food reviews and together they tackle one important question:Is knickerbocker glory better than sticky toffee pudding?Did you know...The B2B Marketing Expo showcases cutting-edge developments in marketing and features high-quality exhibitors and interactive sessions, making it a must-attend event for marketing professionals seeking the latest trends and innovations in the industry.The Call & Contact Centre Expo has become Europe's major event showcasing the latest technologies and strategies for customer engagement, and inviting organisations to transform their Help Desk experience through engaging conversations and reimagining processes.This year both events took place at the Excel Centre, London on the 29th and 30th of November 2023.Were you at the 'B2B Marketing Expo' or 'Call & Contact Centre Expo' events too? Send us a voice recording with your highlights and we will add your comments to our next Team Tubb Travelogue.

Join me as one of the media partners at this years European Contact Centre & Customer Service Awards night in London. Hear from many guests recount the buzz and atmosphere of the night and share their reflections on 2023 and thoughts about the year ahead. What a night --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how a retail bank is using digital non-voice customer service channels - it wasn't a compliment. Peter called Nerys to discuss why so many organisations are getting voice right, but are not paying attention to chat, email, and texting... why are so many companies dropping the ball when it comes to digital channels? https://www.linkedin.com/in/neryscorfield/ https://www.injectionconsulting.co.uk/

the Call & Contact Centre Expo is on the 29th and 30th of November in London at the Excel. I am speaking there and have a stand so come along and say hello. In this episode I have a look through day 1 and identify some of the sessions that have caught my eye. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

UC Today's Tom Wright hosts Theta Lake's Garth Landers.In this session, we discuss the following:The biggest compliance challenges organisations faceWhy even companies with compliance awareness have gapsHow Theta Lake can help

Hear from Jen Sharp Contact Centre Director at DHL. Listen to this episode to get a real understanding on why Jen recently won an award at the recent UK Contact Centre Awards. We cover a range of topics from Jen's early career at DHL and transitioning into a Contact Centre role without having worked in that area before, to completing transformative projects - Jen is ace ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

#161 Stephen Yap of the CCMA shares the results of the Voice of the Contact Centre Consumer research sponsored by Odigo. In this insightful and fascinating episode Stephen takes us through exactly what the consumers of the UK think of dealing with contact centres - a must listen ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

Generative AI has taken the enterprise tech world by storm, and its growing influence within the contact centre space is no different. So how has AI begun to integrate with unified communications tools? And how can companies overcome challenges and barriers to ensure their successful use of AI in their communication stack?In this episode of the EM360 Podcast, Analyst Jon Arnold speaks to Scott Kolman, CMO at Cresta, and we're here to talk about:How generative AI has changed the face of business foreverHow AI has begun to integrate with contact centres and communicationMoving from on-prem to cloud and the AI gameplan

Jake Gardiner of Odigo really knows his stuff and chats about AI, NLP and much more in a great episode to listen to if you want to understand more about how cloud based technology can help your contact centre. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

Barclay Rae, consultant, author, and IT Service Management expert, analyses the changes in technology brought about by AI and goes through the environmental perspective. In this wide-ranging talk with Matt, he also highlights the importance of people in experience management. Barclay Rae is a consultant, author, ITIL4 architect, and SDI standards co-author. His experience spans hundreds of service improvement projects, mainly in IT Service Management, but also in CRM, Contact Centre, and other service delivery areas.

Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular Operational Excellence Podcast. She is based in Scotland. Peter Ryan heard an episode of Operational Excellence focused on the topic 'Where is your CX going wrong?' The episode focused on why companies keep making the same mistakes so he called Marianne to ask about how to avoid these CX breakdowns. https://www.linkedin.com/in/marianne-rutz/ https://rutzconsulting.com/ https://podcasts.apple.com/gb/podcast/the-operational-excellence-show/id1499082914  

As the deadline nears to get your entries in for this years awards hear from two winners in this special episode. Jo Hodge from Sensee won Outsourced Contact Centre manager of the year and shares her experience and tips and then we hear from Claire Du Preez the Communities Programme Manager at Sky who tells us all about their heart warming entry that won - Most Positive Impact on the Community. An inspiring episode featuring two great role models in our industry. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

In this episode I chat to Jackie Pringle & Rachel Newcomb of the CCMA about The UK Contact Centre Awards --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

FULL SHOW NOTES https://podcast.nz365guy.com/427 Sree Chandana Yeggina shares her background in the technology industry and her journey to her current role at Microsoft, including her work with Dynamics 365 and enabling partners and field sellers to understand the value and accelerate their opportunities. What is Dynamics 365 and how does it fit into Microsoft's overall strategy? Sree shares her thoughts on the future of the Digital Contact Center Platform and the importance of understanding customer needs and pain points in order to provide effective solutions. Sree talks about the thinking around calling it a platform rather than just a product Sree explores how the DCCP has affected the call center sector The greatest difference between the agent interface and the actual interface was addressed by Sree Sree discusses the digital contact center platform and how it is becoming increasingly important in the service space. What are the importance and benefits of call recordings for businesses? Will it be possible now to stand up a call center on Microsoft's platform? Sree discusses the Nuance acquisition and how it enhances the digital contact center platform by adding artificial intelligence capabilities to improve customer experiences. RESOURCES MENTIONED: Microsoft Dynamics Blogs: https://cloudblogs.microsoft.com/dynamics365/bdm/2022/08/08/the-ai-powered-contact-center-part-1-create-engaging-digital-experiences/ https://cloudblogs.microsoft.com/dynamics365/bdm/2022/08/08/the-ai-powered-contact-center-part-1-create-engaging-digital-experiences/ https://cloudblogs.microsoft.com/dynamics365/bdm/2022/08/24/the-ai-powered-contact-center-part-3-build-powerful-conversational-ai-solutions/ AgileXRM AgileXRm - The integrated BPM for Microsoft Power PlatformSupport the showIf you want to get in touch with me, you can message me here on Linkedin.Thanks for listening

The CX Goalkeeper had the great opportunity to interview Anand JanefalkarLinkedIn Headline: Founder & CEO at UJETHighlights:00:00 Game Start00:53 Anand's intro02:23 Anand's values04:55 UJET.cx11:07 human interaction has evolved. So Should your contact centre12:44 Proactive Services16:11 The role of Cloud23:35 The Future of CX25:58 Anand's book suggestion27:17 Anand's contact details27:29 Anand's Golden Nuggetand much more on https://www.cxgoalkeeper.com/ujet#cxgoalkeeper #customerexperience #podcast #leadership

UC Today's James Stephen hosts Noor Yousuf, Head of Presales at Resonate.In this session we discuss the following:How customer contact solutions are structured nowadaysHow apps and automation build onto the Teams contact centre experienceWhat companies should look for in a Teams-based contact centre solution

Beverley Hughes is a Contact Centre Expert and truly lives up to that title, a straight shooter tells it as it is and we spend an enlightening episode hearing all about Bev's career, thoughts on leadership and much more. --- Send in a voice message: https://anchor.fm/get-out-of-wrap/message

Stephen Yap is the Research Director at the CCMA. The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022. In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres. This is a must read report and a must listen/watch if you want to deliver a great customer experience from your Contact Centre. Thanks Odigo, the CCMA and Stephen. --- Send in a voice message: https://anchor.fm/get-out-of-wrap/message

Napoleon specializes in deploying Workforce Management processes and technology into operational areas such as retail, manufacturing, and healthcare, and he is a kindred spirit to our mission at weWFM, believing that the more we band together as a community, the more we can take the profession to new heights. We cover a wide range of subjects, including WFM career options, typical pitfalls in adopting workforce management technology, and some of the intricacies and contrasts between contact center workforce management and Workforce Management applied in other industries, such as retail. Find out more about weWFM at www.wewfm.com #WFM #workforcemanagement #planning #retail #contactcenter #businessintelligence

Today's interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: low pay, high attrition and access to new talent. Roger joins me today to talk about gig-based customer service, the gig economy, the GoodGig® Charter, Limitless and how brands are leveraging gig-based customer service. This interview follows on from my recent interview – We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett – and is number 420 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

I love showcasing successful Contact Centre leaders - especially those who started in the industry as an advisor or team leader! Today's guest is an absolute inspiration…. Marianne Withers is the CEO of the Verity Centre - a british boutique contact centre and business solutions consultancy! Mariannne started her career many moons ago as Operations Manager for Golley Slater where she learned the ropes of contact centre service delivery. She then rose through the ranks before creating her very own centre just about 8 months ago! And it was not always plain sailing! In this episode we discuss Marianne's career, her ups and downs and of course the developments in an industry we are both so passionate about! Links  Website: https://tvc15.co.uk/ LinkedIn:  https://www.linkedin.com/in/marianne10/ Our Website https://rutzconsulting.com/podcasts/ Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/ Rutz Consulting Website: https://rutzconsulting.com/   This Podcast is produced by: Andrew Madden Photography & Media Production

“Whenever we get the chance, we're living and breathing the experience as a service that we want to espouse to our customers.”What does exceptional customer service look like in a world where consumers are more knowledgable and empowered than ever? How can you bring reps from merely being “nice” to having true empathy, the type that doesn't just help people resolve issues, but builds lasting brand attachment? According to Joyce Kim, EVP and CMO at Genesys, one of the world's largest Contact Centre as a Service (CCaaS) platforms, it's all about data. Hear Joyce's thoughts on the right way to approach customer experience, the recent changes to the role of Chief Marketing Officer, plus what call center and IndyCar teams have in common.

Eduardo Nofuentes and Marc Bernstein talk about how Eduardo transformed his contact center to achieve these results and what steps you can take to introduce agile to your contact center. Eduardo Nofuentes is the Founder & Director of The Agile Contact Centre and Director at Neu 21. Both are consultancies that transform organizations so their employees can produce their best, most innovative work together. Eduardo launched The Agile Contact Centre after discovering that his agile methodology doubled CSAT scores, reduced agent error by 72% and led to agent tenure of 2.5 years. --- Send in a voice message: https://anchor.fm/marcbernstein/message

On 01 January 2021 the UK leaves the EU and we are facing new ways of doing business in our contact centres. We have had 4.5 years to prepare for this moment! In this episode I'm looking at what you need to do for your people, your processes and how to safeguard your profit in the post EU world! Although, at the time of recording there wasn't a final decision on whether we leave with or without a deal - but things change regardless. Marianne on LinkedIn: https://www.linkedin.com/in/marianne-rutz-351b0a5/

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