Beste BPA Quality podcaster (2024)

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#206 - Kerry Sudale on the Candidate Experience in Recruitment 54:49

23h ago54:49

54:49

🔍 **Transforming the Candidate Experience with Kerry Sudale!** 🔍 Recruitment isn’t just about finding skills—it’s 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 pr…

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#205 - Nerys Corfield - the Tech space explained 48:26

3d ago48:26

48:26

**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** 🔍 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…

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#204 - Get out of Wrap TV ft. Garry Gormley 41:24

8d ago41:24

41:24

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 conver…

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#203 - Supporting Team Leaders & Agents 36:05

15d ago36:05

36:05

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 t…

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#202 - Sarah Hunt of DDC Os - lndustry Legend 36:59

22d ago36:59

36:59

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. Ke…

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#201 - Ian Chappell of Centrical on Team Leader performance and support 47:11

1M ago47:11

47:11

ian is an awesome guy and we talk about his career and then about a subject we are passionate about but is often overlooked and that is Team Leaders. Thankfully Centrical have focused on Team Leaders and Ian shares the recent developments in their offering.

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Get Out of Wrap TV - Sept 17th - 80th Show 38:29

2M ago38:29

38:29

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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#200 - The 200th episode of Get Out of Wrap 26:04

2M ago26:04

26:04

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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#199 Helen & Pete of BPA Quality on Consumer Duty one year on. 49:51

2M ago49:51

49:51

**One year into Consumer Duty—are 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 UK’s Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the fi…

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The Break Room - a Linkedin Live Audio event 56:12

2M ago56:12

56:12

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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GOOW TV Panel - Performance Management 45:01

3M ago45:01

45:01

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…

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The Break Room - a Linkedin Audio Event 39:33

3M ago39:33

39:33

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 t…

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#198 - Nadine Edmondson of Evaluagent on maximising QA & NPS 41:41

3M ago41:41

41:41

Nadine Edmondson is Director of Product Marketing & GTM at Evaluagent and is at the cutting edge of whats going on at Evaluagent with their AI driven QA, XNPS and gamification. It's a great conversation and Nadine is insightful, knowledgeable and engaging !

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#197 GOOW TV - Are agents being asked to come back in to Contact Centres 45:51

3M ago45:51

45:51

In today's Get out of Wrap on Linkedin we chatted about whether we are seeing a return of agents from working from home back to the contact centre, and if so, what are the implications. We also chatted about ID & V and the trend on time taken to identify customers.

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#196 - GOOW TV ft. Rob Wilkinson on NPS & an announcement 38:30

4M ago38:30

38:30

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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#195 - The ECCCSA's with new Chair of the Judges - Moira Clark and Director of Operations - Jackie Pringle 31:50

4M ago31:50

31:50

With a week to go until the deadline for nominations for the European Contact Centre & Customer Service Awards ( the ECCCSA's) I sit down to chat with the new Chair of the Judges - Moira Clark and Awards Director of Operations - Jackie Pringle.

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#194 - GOOW TV on Training & Agent In-Call Knowledge 39:42

4M ago39:42

39:42

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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#193 Jordan Powell on the transition from Agent to Team Leader 24:38

4M ago24:38

24:38

The first in a new series of podcasts featuring people from the Team Leader Community. Jordan Powell in Corporate Sales Team Leader at Gravity and also a big part of the Team Leader Community. In this episode we chat about the transition from Agent to Team Leader

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#192 - GOOW TV - 25th June 39:17

4M ago39:17

39:17

What is on your music playlist ? What are the top factors that affect Customer Loyalty ? What are the struggles for agents in our industry when it comes to systems ? We covered this and much more in the latest episode of Get out of Wrap - join us live next Tuesday on Linkedin Live or watch it on YouTube…

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#191 GOOW TV ft. Morris Pentel 39:26

5M ago39:26

39:26

Join me and everyone who watches Get out of Wrap TV on Linkedin (every Tuesday at 10am UK time) as we chat about contact centres. In this episode we are joined by Morris Pentel who shares just what we can gain by understanding uncertainty, doubt and confusion in our customer contacts. This is a new concept where I am taking the audio from the show …

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#190 Sandra Thompson on Emotional Intelligence - Part 2 42:38

5M ago42:38

42:38

Part 2 - Sandra Thompson on Emotional Intelligence. A great episode to see in 5 years of Get Out of Wrap and Sandra demonstrates her own EI by getting me a cake ! In this episode Sandra shares more great tips on deploying Emotional Intelligence in the workplace - a must listen - not just for leaders but for everyone.…

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#189 Sandra Thompson on Emotional Intelligence pt.1 49:17

6M ago49:17

49:17

Sandra Thompson is an expert on Emotional Intelligence and Founder of Ei Evolution and is on a mission to equip leaders with this vital skill. Engaging, knowledgeable and fun this is a must listen 💜

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#188 - A Team Leader Day at SSCL 21:10

7M ago21:10

21:10

Join me and come and chat to four of the awesome Team Leads at SSCL at the end of a great Team Leader Day.

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#187 Chara-Lea Pidduck shares her inspiring story 43:16

7M ago43:16

43:16

Join me to listen to the inspiring career to date of Chara - 10 years at DDC has seen Chara take on roles in sales, customer service, Team Leader, Quality, Chat, Social media, Change & C.I, Client services & Chara shares the impact post-natal depression had on her in what is an inspiring episode.

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#186 - David Holmes author of Leading the Line comes on to chat about the book 44:45

8M ago44:45

44:45

David Holmes - Director at SSE and author of Leading the Line comes on to chat about the book.

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#185 Katie Davies of DDC OS chats about her passion for The North & DDC Discusses 36:08

8M ago36:08

36:08

Join me as Katie Davies - Client Development Director at DDC OS talks about the passion she has for the North and how it really is a metropolis of contact centres and mega CX professionals. We then chat about DDC Discusses.These insightful and different events are people focused rather than tech. Katie chats about how fundamental our understanding …

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#184 - Andy Roberts - CEO at Sabio 38:09

8M ago38:09

38:09

Meet Andy Roberts CEO of Sabio. Sabio are known to most people in the industry as innovators and great supporters of both people and the industry as a whole. This is a unique opportunity to hear about Andy's own journey and about the exciting goings on at Sabio. We talk about the history of Sabio, the future, how they engage and support their custo…

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#183 Chris Mounce of Evaluagent on the launch of a new service & all things quality 52:56

9M ago52:56

52:56

As well as being a lovely human being Chris is an expert in quality in the contact centre world and joins me on this latest episode to talk about the launch of a new service & all things quality & shares his career story in a really entertaining & insightful episode.

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S3 Ep1 Quality Perks Crew Discusses Heart-Centered Leadership with Valerie McSorley 27:15

9M ago27:15

27:15

Send us a text Tune into "Quality Perks": Heart-Centered Leadership, Empathy and Authenticity with Valerie McSorley Dive deep into the essence of heart-centered leadership with "Quality Perks," where our hosts, Karyn Dupree and Neal Eggers, engage with the visionary Valerie McSorley. This episode takes you beyond traditional metrics, into the realm…

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#182 - Steven Miller - multiple award winning WFM & Planning Manager 42:11

9M ago42:11

42:11

Steven Miller has spent his career in contact centres - starting on the phones and then moving into planning. A subject matter expert Steven is a multiple award winner and shares his story and tips in this episode.

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#181 Sir John Kirwan - All Blacks Rugby legend & his mental health mission 53:17

9M ago53:17

53:17

Sir John Kirwan or JK is a rugby & All Black rugby legend who played 63 tests & scored 35 tries, he was in the team who won the first ever rugby world cup and has been honoured for his services to mental health in New Zealand & across the world. Sir John or JK co-founded Groov a science backed, data driven platform to help people with their mental …

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#180 - The UK National Contact Centre Awards with Jackie Pringle 34:31

9M ago34:31

34:31

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.

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#179 Jo Bonser of DDC OS on leadership 39:41

9M ago39:41

39:41

Jo Bonser is an expert on people based leadership, coaching and creating the right environment for your teams to thrive a great way to start the podcast in 2024

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S2 Ep8, Quality Perks with Leslie O’Flahavan – E-WRITE Owner 23:41

11M ago23:41

23:41

Send us a text Did you miss our exclusive live event on “Empathy in Contact Center Written Interactions” featuring the renowned Leslie O’Flahavan? Don’t worry; we’ve got you covered. Welcome to the replay of this engaging and informative session. 🔍 What You’ll Discover: 🎙️ Guest Speaker Insights: Watch Leslie O’Flahavan, an expert in customer commu…

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#178 Pete Lees & Barry Cooper chat about radical candour 38:28

11M ago38:28

38:28

Everyday in the Team Leader Community I do a Live Stream where we chat about all things leadership in contact centres. Today Pete & Barry shared so many great things about how candour can help you lead better I wanted to share it wider than just the community.

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#177 The ECCCSA's 2023 - a celebration of the Contact Centre & Customer Service Industry across Europe 35:15

11M ago35:15

35:15

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

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#176 - Helen Beaumont Manahan of BPA Quality on Vulnerability 47:34

12M ago47:34

47:34

A firm favourite of the show and the industry Helen Beaumont Manahan of BPA Quality is back ! In this episode Helen talks about Vulnerability and why this training has been the most requested for BPA this year. Helen shares tips and best practice on this key area for contact centres.

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S2 E7, Quality Perks with Daniel Reed, Customer Care Manager at HB Home Services - Nov 15, 2023 23:59

12M ago23:59

23:59

Send us a text 🔁 “Quality Perks” Session Now Available for Replay If you couldn’t join us live, don’t worry! The insightful session of “Quality Perks” featuring BPA Quality’s Karyn Dupree, Neal Eggers, and special guest Daniel Reed with HB Home Services is now available for replay. 💡 Revisit the Insightful Discussion on “Is the Art of Conversation …

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#175 - Chatting to Team Leaders & Trainers at DDC Outsourcing Solutions 38:44

12M ago38:44

38:44

Chat with me and Charlotte, Malcolm, Megan, Jo and Matt from DDC Outsourcing Solutions - this is real contact centres and is heart warming.

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#174 - Your guide to Day 1 of the Call & Contact Centre Expo 8:23

1y ago8:23

8:23

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.

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#173 Julie Mordue & Sarah Hunt of Greenbean 37:00

1y ago37:00

37:00

Julie Mordue & Sarah Hunt of Greenbean are both well known in our industry and couldn't sit back and watch and do nothing as they saw the challenges of recruiting talent and retaining it in our industry so they devised and have launched a new model for recruitment. They come on GOOW to tell us all about it.…

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S2 Ep6, Quality Perks with Utibe Bassey, VP of Customer Experience with Dominion Power - Oct 4, 2023 21:03

1y ago21:03

21:03

Send us a text In an industry where the focus is often on metrics and analytics, we’re here to bring you a fresh perspective that can potentially redefine the parameters of success in contact centers. 🎙️ Speakers: – Karyn Dupree, BPA Quality – Neal Eggers, BPA Quality – Special Guest: Utibe Bassey, VP of Customer Experience Join us in this stirring…

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S2 Ep5, Quality Perks with Elle Neal, Data Scientist & STEM Ambassador - Sept 26, 2023 24:08

1y ago24:08

24:08

Send us a text Stream Now season 2 episode 5, where we chatted with Elle Neal Data Scientist at BPA Quality UK | STEM Ambassador | Cohere AI Community Champion] about AI, Data Analytics, Coffee & Mermaids. 🎙️ Speakers: – Karyn Dupree, Co-host of Quality Perks – Neal Eggers, Co-host of Quality Perks – Special Guest: Elle Neal In this episode, we del…

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#172 Nigel Winship chats about a WellBeing Companion for Agents & Team Leaders 35:44

1y ago35:44

35:44

#172 Nigel Winship chats about a WellBeing Companion for Agents & Team Leaders created by experts in pyschology and AI at Sabio. What is it, how does it work and how does it benefit our industries Agents and Team Leaders - find out in this episode.

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#171 Elle Neal of BPA Quality on AI & being a reluctant award winner 41:26

1y ago41:26

41:26

Elle Neal is one of the 100 nominees for Top Women in Tech, is a STEM Ambassador, visits schools and runs AI Clubs for schoolchildren, is a mental health ambassador and is an SME on how AI can deliver true gains and insights for companies in the contact centre world. I was lucky enough to work with Elle at BPA Quality and in this episode we chat ab…

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#170 Suzanne Dawson Hull of SSCL 45:37

1y ago45:37

45:37

Suzanne is an award winning Team Leader - winning at the NECCA's and the UK National Contact Centre Awards. Humble, professional, warm, funny and caring Suzanne shares her story and tips on team leadership. Suzanne also talks with great pride about her son who has autism and their journey as a family thriving together.…

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#169 Jade Rogers of DDC OS 53:59

1y ago53:59

53:59

Had a great chat with Jade with lots of laughs and insight from one of the Directors at DDC. We also spoke about perceptions , account management and sales - loved chatting to Jade

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#168 Ben Booth of Max Contact 42:59

1y ago42:59

42:59

Ben Booth of Max Contact talks about his journey and what innovation means to him.

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#167 Michael De Decker 37:57

1y ago37:57

37:57

Michael is co-owner of Memo Group, a leading Belgian-based contact centre & is a European Contact Centre & Technology specialist. In this episode we chat about technology in contact centres and a recent Twilio Flex project implementation that supported the next step in Memo’s digital transformation journey Michael has just recently just completed t…

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#166 Ray Biggs finally comes on GOOW 56:11

1+ y ago56:11

56:11

I got him after first speaking about this some 4 years ago - Ray Biggs is COO at Ventrica and is very well known in our industry and for all the right reasons ! Get set for a great episode from Ray.

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