Get Out of Wrap - Contact Centre Chat
By Martin Teasdale
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Category: Management
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Subscribers: 3
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Episodes: 187
Description
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 different & very positive.
This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are.
I’ll be chatting to people who know their stuff and are doing great things.
This podcast is independent and a proud supporter of Naomi House/Jacksplace Childrens Hospice.
| Episode | Date |
|---|---|
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#188 - A Team Leader Day at SSCL
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Apr 19, 2024 |
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#187 Chara-Lea Pidduck shares her inspiring story
|
Apr 09, 2024 |
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#186 - David Holmes author of Leading the Line comes on to chat about the book
|
Mar 15, 2024 |
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#185 Katie Davies of DDC OS chats about her passion for The North & DDC Discusses
|
Mar 01, 2024 |
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#184 - Andy Roberts - CEO at Sabio
|
Feb 23, 2024 |
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#183 Chris Mounce of Evaluagent on the launch of a new service & all things quality
|
Feb 16, 2024 |
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#182 - Steven Miller - multiple award winning WFM & Planning Manager
|
Feb 09, 2024 |
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#181 Sir John Kirwan - All Blacks Rugby legend & his mental health mission
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Feb 02, 2024 |
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#180 - The UK National Contact Centre Awards with Jackie Pringle
|
Jan 31, 2024 |
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#179 Jo Bonser of DDC OS on leadership
|
Jan 26, 2024 |
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#178 Pete Lees & Barry Cooper chat about radical candour
|
Dec 15, 2023 |
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#177 The ECCCSA's 2023 - a celebration of the Contact Centre & Customer Service Industry across Europe
|
Dec 08, 2023 |
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#176 - Helen Beaumont Manahan of BPA Quality on Vulnerability
|
Nov 17, 2023 |
|
#175 - Chatting to Team Leaders & Trainers at DDC Outsourcing Solutions
|
Nov 15, 2023 |
|
#174 - Your guide to Day 1 of the Call & Contact Centre Expo
|
Oct 20, 2023 |
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#173 Julie Mordue & Sarah Hunt of Greenbean
|
Oct 06, 2023 |
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#172 Nigel Winship chats about a WellBeing Companion for Agents & Team Leaders
|
Sep 15, 2023 |
|
#171 Elle Neal of BPA Quality on AI & being a reluctant award winner
|
Sep 08, 2023 |
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#170 Suzanne Dawson Hull of SSCL
|
Aug 25, 2023 |
|
#169 Jade Rogers of DDC OS
|
Aug 18, 2023 |
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#168 Ben Booth of Max Contact
|
Aug 16, 2023 |
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#167 Michael De Decker
|
Aug 11, 2023 |
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#166 Ray Biggs finally comes on GOOW
|
Jul 21, 2023 |
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#165 Daisy Lee Crouch of Dojo
|
Jul 12, 2023 |
|
#164 A trip to Ascensos
|
Jul 07, 2023 |
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#163 Jen Sharp of DHL
|
Jun 30, 2023 |
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#162 - Consumer duty comes into force on the 31st of July – is your organisation ready? Helen & Pete from BPA Quality can help you.
|
Jun 16, 2023 |
|
#161 Stephen Yap of the CCMA shares the results of the Voice of the Contact Centre Consumer research sponsored by Odigo
|
Jun 02, 2023 |
|
#160 Joe Beal - when academia & customer services meet - DDC Discusses
|
May 26, 2023 |
|
#159 Team Leader Tips from the Novuna Team and more tales of my career
|
May 19, 2023 |
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#158 Paul Whymark - COO of Sensee
|
Apr 14, 2023 |
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#156 Jaime Scott of Evaluagent
|
Apr 07, 2023 |
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#155 Tim Farrell of Direct Line - Chatbots - Digital Engagement & Customer Experience
|
Mar 31, 2023 |
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#154 - Craig Watts of Red Recruitment
|
Mar 24, 2023 |
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#153 Jake Gardiner chats about how best to use technology in your contact centre
|
Mar 22, 2023 |
|
#152 - The beginning
|
Mar 03, 2023 |
|
#151 - A UK Contact Centre Award Winners special
|
Feb 23, 2023 |
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#150 - Three great Team Leaders from DDC OS
|
Feb 22, 2023 |
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#149 The UK Contact Centre Awards with Jackie Pringle & Rachel Newcomb
|
Feb 10, 2023 |
|
#148 Phil & Chris of The Forum on data, targets and performance
|
Feb 03, 2023 |
|
#147 Danny Wareham on Culture & Bee's
|
Feb 01, 2023 |
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#146 - Chris & Phil from The Forum on Resource Planning best practice
|
Jan 27, 2023 |
|
#145 Elli Barron & Russell Wilson of Sensee
|
Jan 25, 2023 |
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#144 Dr.Phoebe Asquith of Sabio on wellbeing in Contact Centres
|
Jan 20, 2023 |
|
#143 Erica Farmer of Quantum Rise chats about how her recent experience of delivering a TedX talk
|
Jan 13, 2023 |
|
#142 - Barry Cooper of Moneycorp talks coaching & leadership
|
Jan 06, 2023 |
|
#141 - The Expo Panel is back to discuss the Future for Contact Centres
|
Dec 23, 2022 |
|
#140 - Clayton Drotsky of the Growth Crew talks Leadership
|
Dec 21, 2022 |
|
#139 - Get out of Wrap - the next chapter
|
Dec 16, 2022 |
|
#138 Andy Watts of Odigo
|
Dec 09, 2022 |
|
#137 Eugene Neale of loveholidays
|
Nov 30, 2022 |
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#136 Jeanette Hunter of Jabra
|
Nov 18, 2022 |
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#135 Francesca, Kelly & Josh of Cactus Search chat about how volume recruitment has changed post covid & what that means in an industry facing a talent shortage.
|
Nov 11, 2022 |
|
#134 Peter Krykant & an inspirational story !
|
Nov 09, 2022 |
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#133 Phil Anderson of The Forum
|
Nov 04, 2022 |
|
#132 Chatting with Steve Mosser - Founder & Group CEO of Sensee
|
Oct 28, 2022 |
|
#131 Luke Dobson of CloudCCaaS
|
Sep 30, 2022 |
|
#130 Phil Jordan - Head of Contact Channel Automation & Self Service @ Homeserve chats conversational AI
|
Sep 23, 2022 |
|
#129 Richard Gregory of Odigo chats vulnerable customers, employees and technology
|
Sep 16, 2022 |
|
#128 - Garry Gormley discusses the state of our industry.
|
Aug 26, 2022 |
|
#127 Sarah Thompson - Rockstar Analyst at Skipton Building Society
|
Aug 19, 2022 |
|
#126 Guy, Matt and Leigh from Cactus Search come on and chat BPO's & James Bond
|
Aug 12, 2022 |
|
#125 Laura Scott - COO of Dialect
|
Aug 10, 2022 |
|
#124 Beverley Hughes - Contact Centre Expert
|
Aug 05, 2022 |
|
#123 Anand Janefalkar - Founder & CEO of UJET
|
Aug 03, 2022 |
|
#122 David Holmes - Director of Operations at Cigna is back for part 2
|
Jul 27, 2022 |
|
#121 Dan Cohen - Head of Customer Relationship Centre at Nespresso.
|
Jul 15, 2022 |
|
#120 Stephen Yap - Research Director @ the CCMA discusses Voice of the Contact Centre Consumer supported by Odigo
|
Jul 08, 2022 |
|
#119 A Cactus Search special with Guy & Francesca
|
Jul 01, 2022 |
|
#118 Martin Anderson of Lemon
|
Jun 24, 2022 |
|
#117 Chris Rainsforth of The Forum chats about development, learning and much more.
|
Jun 22, 2022 |
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#116 Tim Pickard - CMO at Sabio
|
Jun 10, 2022 |
|
#114 Jillian Manner - Research Fellow & PhD Candidate talks about her research - Workplace health in Contact Centres.
|
May 27, 2022 |
|
#113 Alexandra Fus - CX Professional - Learning Enthusiast & Operations Manager at Valoris
|
May 25, 2022 |
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#112 Tina Squire - Digital Channels & Operations Director at Interact CC
|
May 20, 2022 |
|
#111 Maxine Allard - Senior Account Director at Odigo
|
May 13, 2022 |
|
#110 Naomi & Martin talk about Mental Fitness
|
May 11, 2022 |
|
#109 Andy Cook on Customer Communities, CX, Digital, Social and Judging.
|
May 06, 2022 |
|
#108 Lucie Child - Strategy Lead Customer Care at The Very Group
|
Apr 29, 2022 |
|
#107 Colleen McCann of HGS
|
Apr 22, 2022 |
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#106 Klaus Failenschmid - Head of UX at Sabio chats bots, language and conversation
|
Apr 13, 2022 |
|
#105 The Ukraine Special
|
Apr 12, 2022 |
|
#104 Ukraine special - talking to four people from Ukraine about the work of their contact centres.
|
Apr 12, 2022 |
|
#103 Matt Smallman - Author of Unlock Your Call Centre
|
Mar 30, 2022 |
|
#102 David Holmes - Operations Director - Cigna
|
Mar 25, 2022 |
|
#101 Omar Paul - Delivery Director at Makepositive
|
Mar 23, 2022 |
|
The 100th episode
|
Mar 19, 2022 |
|
#99 Erica Farmer comes back for part 2 - follow your dream.
|
Mar 04, 2022 |
|
#98 Iryna Velychko - of the Ukrainian Contact Center Association joins from Kyiv, Ukraine
|
Mar 01, 2022 |
|
#97 Marianne Withers - CEO of The Verity Centre
|
Feb 25, 2022 |
|
#96 Stu Dorman makes his hat-trick appearance & talks about Voice and how attempts to kill it are short sighted.
|
Feb 23, 2022 |
|
#95 Erica Farmer of Quantum Rise Talent Group chats about digital learning
|
Feb 18, 2022 |
|
#94 Lynsay McEwen - Head of Hosted Platforms at Sabio talks about Women in Tech
|
Feb 11, 2022 |
|
#93 John Devlin of Ascensos talks BPO Outsourcing market & why we need to sell our industry better
|
Feb 09, 2022 |
|
#92 James Hughes - Group Head of Solutions at Sabio talks Agent Mental Health & Wellbeing
|
Feb 02, 2022 |
|
#91 Chris de Souza of CGI on building great teams and thoughts on the future.
|
Jan 28, 2022 |
|
#90 Jonathan Gale CEO of Sabio kicks off a series looking behind the scenes at Sabio
|
Jan 21, 2022 |
|
#89 Angella Hill-Wilson - role model, activist, industry subject matter expert & all round amazing human
|
Jan 14, 2022 |
|
#88 David Harrison - Director of Customer @ Atlanta Group
|
Dec 18, 2021 |
|
#87 Sandrea Morgan
|
Dec 03, 2021 |
|
#86 Helping Team Leaders be better emotionally intelligent leaders with Chris Rainsforth
|
Dec 01, 2021 |
|
#85 Lee Houghton - Change & Connecting the dots
|
Nov 27, 2021 |
|
#84 Justin Haines - COO at DOJO
|
Nov 19, 2021 |
|
#83 How are you preparing for 2022
|
Nov 05, 2021 |
|
#82 Dino Forte - CEO & Founder of Ventrica
|
Oct 23, 2021 |
|
#81 Mindset with Martin & Chris
|
Oct 20, 2021 |
|
#80 Brucine Francis on Recruitment & Diversity & Inclusion
|
Oct 15, 2021 |
|
#79 Nik McEwan is back for a record breaking 5th appearance.
|
Oct 01, 2021 |
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#78 James Revell shares his views & knowledge on our industry
|
Sep 24, 2021 |
|
#77 GOOW Michael Sherwood - Head of Digital Experience at ATOM Bank
|
Sep 17, 2021 |
|
GOOW Huddle 1009
|
Sep 10, 2021 |
|
#76 Martin Pemberton - Professional footballer for a decade talks football and Just 1 to 11
|
Aug 20, 2021 |
|
#75 Andrew MacAskill - Linkedin Job Search expert & Linkedin Changemaker
|
Aug 13, 2021 |
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#74 Alice Henderson of John Lewis
|
Aug 05, 2021 |
|
#73 David Preece of QStory talks planning, intraday automation & much more
|
Jul 30, 2021 |
|
#72 Garry Gormley chats about customer & colleague loyalty in Contact Centres
|
Jul 23, 2021 |
|
#71 Jimmy Hosang CEO of The Modular Analytics Company
|
Jul 16, 2021 |
|
#70 Mark Turner & The Race to the Stones
|
Jul 09, 2021 |
|
#69 Rob Wilkinson
|
Jul 02, 2021 |
|
#68 Incentives and Games with Chris
|
Jun 25, 2021 |
|
#67 Nik McEwan on for number 4 - love our chats
|
Jun 11, 2021 |
|
#66 Pete Dunn shares tips on Scorecards
|
Jun 09, 2021 |
|
#65 Daniel M Steven & all things wellbeing
|
Jun 04, 2021 |
|
#64 GOOW - Mark Conway founder of CCP
|
May 28, 2021 |
|
#63 Tips for Team Leaders with me & Chris
|
May 26, 2021 |
|
#62 Sarah Hunt of the CCMA
|
May 21, 2021 |
|
#61 Pete Dunn talks mental health
|
May 14, 2021 |
|
#60 Stuart Dorman from Sabio talks AI
|
May 12, 2021 |
|
#59 Mia two years on.....
|
May 07, 2021 |
|
#58 A further chat with Chris Rainsforth from Verint
|
Apr 30, 2021 |
|
#57 Lee Houghton - 3 Life Lessons
|
Apr 16, 2021 |
|
#56 Stuart Dorman - Chief Innovation Officer @ Sabio
|
Apr 13, 2021 |
|
#55 Yvette Renda & Helen Manahan of BPA Quality talk Training & Coaching
|
Apr 08, 2021 |
|
#54 Hat trick appearance of Nik McEwan - Founder of Winning Bid Ltd - Linkedin phenomenon & future president of Nicaragua
|
Mar 30, 2021 |
|
#53 Franck Saint-Etienne Global WFM Process Lead @ Uber
|
Mar 26, 2021 |
|
#52 CVP Charmaine Vallance-Poole - Head of UK & International Customer Experience at Holland & Barrett
|
Mar 19, 2021 |
|
#51 Practical steps on how men can make women feel safe in public.
|
Mar 12, 2021 |
|
#50th episode! I mark this milestone by speaking to Lucy Gray of Naomi House - Jacks Place - Childrens Hospice
|
Mar 10, 2021 |
|
#49 Trevor Butterworth - CEO of The UK Contact Centre Forum talks Mental Health
|
Feb 22, 2021 |
|
#48 Rula Samara of Hitachi Capital (UK) - Winner of the Contact Centre Manager of the Year award
|
Feb 19, 2021 |
|
#47 Training in Contact Centres with Sophia Jakeman & Helen Manahan
|
Feb 12, 2021 |
|
#46 Jackie Pringle - Director of Awards - CCMA
|
Feb 05, 2021 |
|
#45 Chris Rainsforth & I carry on chatting emotions, contact centres, lockdown, the future & racehorses
|
Feb 01, 2021 |
|
#44 Stephen Yap - Research Director for the CCMA
|
Jan 08, 2021 |
|
#43 Ben Page - Chief Executive of Ipsos - Mori
|
Dec 18, 2020 |
|
#42 Chris Rainsforth & I go full Joe Rogan and chat for ages
|
Dec 11, 2020 |
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#41 Katy Forsyth - Co-Founder & Director of Red Recruitment
|
Dec 08, 2020 |
|
#40 Judith Yates - HR Director
|
Dec 04, 2020 |
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#39 Nathan Simmonds talks Coaching, Mindset and Leadership
|
Nov 27, 2020 |
|
#38 Martin Hill-Wilson on Emotive CX and a range of other topics.
|
Nov 20, 2020 |
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#37 A weekly update and an announcement about Get out of Wrap
|
Nov 13, 2020 |
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#36 Nik McEwan - Charity Expedition Leader, Bid Writer, Outdoor adventurer, Linkedin personality is back
|
Nov 06, 2020 |
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#35 Leigh Hopwood CEO of the CCMA chats about the future of the CCMA, awards, sharing best practice and the contact centre industry.
|
Oct 28, 2020 |
|
#34 Helen Manahan's hat trick appearance
|
Oct 09, 2020 |
|
#33 Nicola Callan talks about Coaching & People Development in Contact Centres.
|
Aug 07, 2020 |
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#32 Marianne Rutz talks about her own career & life & shares her tips on the values of people first leadership
|
Jul 17, 2020 |
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#31 Trevor Butterworth founder & CEO of the UK Contact Centre Forum shares their recent Homeworking survey results.
|
Jul 10, 2020 |
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#30 Sham Aziz - Head of CS for Selfridges is back !
|
Jul 03, 2020 |
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#29 Chatting with Jerry Lyons - Director at Omnes Healthcare
|
Jun 26, 2020 |
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#28 Chatting to Janine Lee who shares great career advice
|
Jun 19, 2020 |
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#27 Just some rambling
|
Jun 11, 2020 |
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#26 Pete Dunn talks about contact selection for your QA activity
|
Jun 05, 2020 |
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#25 Chatting with Donna Elliott & Cheryl Lee of ‘Now is your time’.
|
May 29, 2020 |
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#24 Chatting with Phil Kitchen of The Contact Centre Panel
|
May 26, 2020 |
|
#23 Chatting with John Devlin the co-founder & CEO of Ascensos
|
May 15, 2020 |
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#22 Chatting with Dino Forte - CEO of Ventrica
|
May 08, 2020 |
|
#21 The team behind the ECCCSA’s talk about the awards process and the night itself.
|
Dec 05, 2019 |
|
#20 Catherine Lindsay - Head of Customer Experience at Hitachi Capital ( UK )
|
Nov 15, 2019 |
|
#19 Faye Herring talks Resource planning including covering questions from listeners.
|
Oct 25, 2019 |
|
#18 Mark Healey talks training, his journey from agent to training SME, change and much much more.
|
Oct 18, 2019 |
|
#17 Helen Beaumont Manahan & understanding cultural nuance in QA.
|
Oct 11, 2019 |
|
#16 James Revell - General Manager at Air France - KLM
|
Sep 20, 2019 |
|
#15 Sham Aziz - Head of Customer Services at Selfridges
|
Sep 06, 2019 |
|
#14 Helen Ginman chats about wellbeing & mental health in Contact Centres.
|
Aug 23, 2019 |
|
#13 Guest host Rachel Goddard takes the reins of GOOW & turns the tables.
|
Aug 16, 2019 |
|
#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.
|
Aug 09, 2019 |
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#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.
|
Aug 02, 2019 |
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#10 Paul Moore of LV talks Training Best Practice
|
Jul 19, 2019 |
|
#9 Ed Marks National Quality Manager of the AA talks about the balance between CX & regulation.
|
Jul 05, 2019 |
|
#8 Matt Bourke of Sensée talks about Homeworking
|
Jun 21, 2019 |
|
#7 Ann-Marie CEO of the CCMA chats about 25yrs of the CCMA & the UK and ECCCSA awards.
|
Jun 13, 2019 |
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#6 Helen Beaumont Manahan shares best practice on calibrations
|
May 31, 2019 |
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#5 Jo Garland of John Lewis talks leadership, coaching, feedback, & winning a European award.
|
May 24, 2019 |
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#4 Chatting with always interesting, often controversial Nik McEwan
|
May 21, 2019 |
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#3 Chris Rainsforth shares his journey & thoughts on the industry he loves.
|
May 16, 2019 |
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#2 Chatting Quality, career paths & biscuits with Rachel Goddard
|
May 10, 2019 |
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#1 An Introduction to Get Out of Wrap & a reluctant first guest.
|
May 05, 2019 |