Episódios
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š Groundbreaking Insights: The Voice of the Agent ā A Joint Research Project with Calabrio! š
How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensive research into the voice of the agent.
Why should you listen?
Discover what agents value most: From job satisfaction to steady income and team culture, hear what matters most to agents today. Uncover opportunities for improvement: Learn where contact centres can better support agents, from clearer career pathways to smarter use of technology. AI in contact centresāwhat agents really think: Find out why many agents remain sceptical about AIās impact and what needs to change to make it truly useful.If you manage a contact centre, lead a team, or simply care about the future of customer experience, this episode is a must-listen. Get a deep dive into what agents are saying and how we can build a better environment for them.
š Join us as we share actionable insights to improve agent satisfaction and elevate the customer experience! š
#ContactCentre #VoiceOfTheAgent #CX #CustomerExperience #AI #Calabrio
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What does it take to nurture the next generation of contact centre leaders?
In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders.
Why should you listen?
Discover the power of self-belief: Clayton shares how the right guidance can transform hesitant leaders into confident decision-makers. Learn about the Future Leaders Club: An exclusive program designed to help rising stars in contact centers unlock their potential and take on bigger challenges. Real-world leadership stories: Hear how Clayton went from struggling with leadership to creating high-engagement, high-retention teams and what heās doing now to inspire others.If youāre a contact centre professional looking to elevate your leadership skillsāor if you manage emerging leadersāthis episode is packed with actionable insights!
š Donāt miss this chance to get inspired and learn how to foster the leaders of tomorrow! š
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š **Transforming the Candidate Experience with Kerry Sudale!** š
Recruitment isnāt just about finding skillsāitās about understanding people and their unique journeys.
In this episode of *Get Out of Wrap*, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring process more human.
**Why should you listen?**
- **See beyond the resume:** Kerry emphasizes the importance of understanding a candidate's story, values, and motivationsānot just qualifications.
- **Insights into authentic candidate experiences:** From improving communication to setting realistic expectations, Kerry offers strategies to elevate every touchpoint in the candidate journey.
- **Real talk on red flags and company culture:** Gain an honest look at common hiring pitfalls and how both candidates and employers can spot red flags early.
Whether you're in recruitment or building a team, this episode is packed with insights on creating meaningful, respectful, and effective hiring processes.
**Listen in to elevate your candidate experience game!** š§
#CandidateExperience #Recruitment #Hiring #GetOutOfWrapPodcast #CX
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**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** š
If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you!
On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us .
Nerys simplifies the complex world of contact centre technology, uncovering the essentials you need to know.
**Why listen?**
**Understand Key Tech Terms**: From UCAS and CCAS to the difference between vendors and resellers, Nerys breaks it down in simple, relatable terms.
**Building the Right Tech Stack**: Discover the critical elements your tech should have and how to align them with your teamās needs.
**Spotlight on Accessibility and AI**: Learn how modern tech can be an asset for all usersāfrontline agents, team leaders, and customers alike.
Whether you're a team leader just stepping into tech discussions or a contact centre leader needing a fresh perspective, Nerysās insights are invaluable. Donāt miss her real-world advice on leveraging the latest tech for a smarter, more effective contact centre.
Listen in, and let Nerys guide you through the tech landscape! š
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In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers.
### Key Takeaways:
1. **Using Conversational Data to Drive Performance**:
Garry emphasizes the potential of conversational analytics in improving agent performance, even for centers without advanced tools. He discusses how analyzing everyday customer-agent interactions can reveal insights, such as key phrases, sentiment, and tone, to identify improvement areas.
2. **Enhancing Coaching Conversations**:
Garry highlights the importance of coaching for conversational performance rather than focusing on compliance. He advocates for real-time feedback and personalized coaching, stressing that coaching should target how agents handle calls, including empathy, tone, and question types, to drive better outcomes.
3. **Moving from Reactive to Proactive Service**:
The conversation shifts to how contact centers can transition from reactive customer service to proactive solutions. By identifying recurring issues in customer interactions, leaders can reduce the volume of repeat problems and improve overall service efficiency and customer satisfaction.
### Why Listen?
Listeners will gain valuable insights on how to leverage data from everyday interactions to improve both agent performance and customer experience. Garry shares practical tips for improving coaching conversations, managing vulnerable customers, and using conversational insights to create a more proactive customer service approach.
This episode is a must-listen for contact center managers, team leaders, and anyone interested in enhancing agent development and customer satisfaction through actionable insights.
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For the recent Contact Centre Performance Summit by Evaluagent I was asked to do a live presentation / webinar about how the Team Leader & Agent roles have changed over the years and what we can do to better support them.
In this live session I share where our industry is right now and the impact that has on team leaders and agents and also share tips and ideas for how you can see them thrive in your contact centre.
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In this episode of the Get Out of Wrap podcast, Martin chats with Sarah Hunt from DDC Outsourcing, exploring her career journey and insights into the contact center industry. Sarah discusses her transition from operational management to a more strategic role in the industry, working to elevate contact center jobs and make them careers of choice.
Key takeaways for listeners include:
Industry Evolution: Sarah talks about how the contact center industry has evolved, particularly with the rise of new technologies like AI and automation. She highlights the shift toward more complex roles and smaller, specialized teams as customer demands and self-service options increase.
People-Centric Leadership: Sarah emphasizes the importance of leveraging people power alongside technology. She advocates for developing frontline staff, improving leadership training, and preparing team managers to handle industry changes effectively.
DDC's Approach: Sarah introduces DDC Outsourcingās initiatives, such as the "Elevate" program, which harnesses internal talent and expertise to offer strategic innovations for clients. She also touches on the companyās global presence, including data centers and language hubs, which serve diverse industries.
Networking and Learning: A big proponent of industry events and collaboration, Sarah shares how staying engaged with the wider community helps leaders and frontline employees stay informed and grow in their roles.
Listeners will gain insights into how the industry is transforming, the importance of supporting and developing teams, and strategies for thriving amidst rapid technological and operational changes.
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What was your nickname at school ?
What does our industry need to do better to attract talent ?
Two great events coming up
Join me and the GOOW community to chat about these questions and more on your weekly Linkedin Live TV show all about contact centres.
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To celebrate hitting this milestone I asked for lots of you awesome people to come and say hi !
Thanks for always supporting me - whilst I do it on my own, I really don't x
Heres to the next 200 and more amazing people and stories about our great industry.
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**One year into Consumer Dutyāare we truly putting customers first?**
In our latest podcast episode, I had the pleasure of diving deep with Helen Manahan and Pete Dunn from BPA Quality about the impact of the UKās Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the financial sector, highlighting both the successes and the ongoing challenges.
Key takeaways:
- The importance of designing processes that truly serve *all* customers, especially the vulnerable.
- How the FCA is evolving from a punitive regulator to a supportive partner in driving better customer outcomes.
- The vital role of technology and human empathy in navigating the complexities of customer service today.
Whether you're in financial services or another industry, these insights are crucial as we all strive to better serve our customers in an increasingly complex world.
Listen to the full episode for more actionable insights!
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Join me, Danny, Kerry, Scott, Daryn and Dara as we chat about how life has changed for agents, interviews, loyalty and fantasy football.
Linkedin Audio is a Live event and The Break Room is a chance every fortnight to come together and chat about whatever you want.
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On today's Linkedin Live GOOW TV we had our first ever panel.
I was joined by Dan Light of Different Edge, Pete Dunn of BPA Quality and Danny Wareham of Firgun to talk about Performance Management in Contact Centres.
Is performance management a phrase that strikes fear into your teams ?
We explore why this and what you can do about it and the panel really pick apart the concept sharing great insights.
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The Break Room is a Live Linkedin Audio event bought to you by Get Out of Wrap.
We started talking about academies (grad bays) in Contact Centres initially but as its a live event we started talking about AI and then, thanks to Spencer, we talked about the extent to which technology is helping or hindering customers with disabilities.
If you like the sound of this why not head over to my Linkedin profile and join the next Break Room.
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In this episode from GOOW TV (every Tuesday on Linkedin - 10am GMT) I am joined by Rob Wilkinson of Evaluagent who shares his thoughts on NPS and what Evaluagent are up to in transforming how we understand and use NPS.
There's also a special announcement !
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On this weeks GOOW TV (every Tuesday 10am on Linkedin Live) we chatted about our favourite subjects at school and then onto what we thought needed to be improved for agents training in contact centres.
Then we covered the latest stats on agent desktop systems including in-call knowledge. Lots of great insight from the viewers - enjoy !
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