Talk Time: The Contact Centre Podcast: Recent Episodes
MaxContact
Welcome to Talk Time with MaxContact, your go-to podcast for all things contact centre-related. Join us as we delve into the latest trends, strategies, and technologies shaping the world of contact centres. We explore topics ranging from operational best practices and team management to the role of AI in transforming customer interactions. Each episode features conversations with industry experts, sharing insights and practical tips to enhance your contact centre's performance. Tune in to Talk Time with MaxContact and be part of the conversation shaping the future of contact centres.
In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Daryl Wilkes, Director of Customer Care at ASOS. With a distinguished career spanning various high-impact roles in transformation and strategy across multiple industries, Daryl brings a wealth of experience in steering customer service operations into new digital frontiers.
Daryl shares ASOS's journey of transforming their customer care operations over the past 2-3 years, focusing on:
- Streamlining customer service channels for improved efficiency
- Implementing virtual assistants to handle over a third of customer interactions
- Redesigning the customer journey to reduce friction points
- Empowering advisors with better tools and knowledge management systems
- Balancing technical proficiency with maintaining high team morale
Listeners will gain valuable insights into:
- The importance of a clear, well-communicated customer care strategy
- How to effectively measure and improve customer experience
- Strategies for employee development and retention in a rapidly evolving industry
- The role of AI and data-driven decision making in shaping the future of customer service
Whether you're a contact centre manager, CX professional, or business leader looking to transform your customer experience strategy, this episode offers practical advice and inspiring examples of how to drive significant improvements in customer satisfaction and operational efficiency.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources* Daryl Wilkes LinkedIn * ASOS Website
If you enjoyed this episode, then please either:
- Subscribe, rate, and review on Apple Podcasts
- Follow on Spotify
- This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Steve Sullivan, a distinguished freelance consultant and interim manager with over 20 years of experience in Omni Channel customer experience and management. Steve brings a wealth of knowledge in optimising customer engagement and leveraging compliance for competitive advantage.
The conversation delves into the recent innovations in contact centre performance management, particularly in light of the COVID-19 pandemic and the shift to remote work. Steve shares his insights on the challenges faced by contact centres, including the "great resignation," changing customer expectations, and the increasing complexity of customer interactions.
Key topics discussed include:
- The impact of remote work on contact centre performance management
- The importance of understanding and measuring customer expectations
- The role of different metrics like Net Promoter Score, Customer Satisfaction, and Customer Effort Score
- The nuances of customer expectations across different industries and sectors
- Best practices for selecting and managing outsource service providers
- The challenges of compliance in customer data management, including GDPR and Consumer Duty
- The intersection of AI and compliance in the contact centre industry
Whether you're a contact centre manager, CX professional, or business leader looking to navigate the evolving landscape of customer experience, this episode offers valuable insights and practical advice to help you transform your approach to customer engagement.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Steve Sullivan’s LinkedIn
* Channel Doctors Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
In this thought-provoking episode of Talk Time with MaxContact, host Sean McIvor welcomes back Adrian Swinscoe, the maverick mind behind the Punk CX philosophy. Adrian, author of "Punk CX" and "Punk XL", challenges listeners to rethink everything they know about customer experience in contact centres.
Drawing parallels between the music industry's punk revolution and the need for disruption in CX, Adrian explains how following "best practices" can lead to mediocrity rather than excellence. He advocates for a bold, innovative approach that focuses on creating standout experiences that truly differentiate a brand in the market.
Listeners will come away with practical insights on how to:
- Challenge industry norms and "best practices"
- Rationalize service channels for improved efficiency and customer satisfaction
- Engage frontline staff in problem-solving and decision-making
- Drive meaningful change, even in risk-averse environments
- Adopt a more innovative and impactful approach to customer experience
Whether you're a contact centre manager, CX professional, or business leader looking to transform your customer experience strategy, this episode offers a fresh perspective that will inspire you to think differently about your approach to CX.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Adrian Swinscoe’s Website
* Adrian Swinscoe on LinkedIn
* Adrian Swinscoe on Twitter
* Adrian Swinscoe on Instagram
* Punk XL Book
* How to Wow Book
* Punk CX Book
* Punk CX Podcast
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Clayton Drotsky, founder of Growth Crew Limited and a veteran of the contact centre industry. With 17 years of experience leading contact centres globally, Clayton shares his unique perspective on leadership, having started his career on the frontlines.
Clayton discusses his transformative experiences with both positive and negative leadership styles, emphasizing the importance of building trust, fostering camaraderie, and creating meaning in the workplace. He shares his journey from being a contact centre agent to managing large teams, and ultimately starting his own leadership coaching business.
The conversation delves into the challenges facing contact centre leaders today, particularly at the team leader and manager levels. Clayton highlights the importance of time management, delegation, and creating a supportive environment for both leaders and agents. He also touches on the impact of new technologies and the need for effective change management in contact centres.
Listeners will gain valuable insights into:
- The transition from agent to leader in contact centres
- Strategies for building team morale and productivity
- The importance of creating meaning in daily work
- Challenges facing mid-level leaders in contact centres
- Balancing multiple demands and metrics as a leader
- The role of leadership in implementing new technologies
Whether you're an aspiring leader, a seasoned manager, or interested in the dynamics of contact centre operations, this episode offers practical advice and inspiring stories to enhance your leadership skills and create a more positive work environment.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Clayton Drotsky on LinkedIn
* Growth Crew Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
In this episode of Talk Time with MaxContact, Nathan Dring, Founder and Director of Nathan Dring and Associates Ltd, joins Sean McIver to discuss integrating learning into daily operations, building trust through conversations, and the impact of remote work on team dynamics. They also touch on the role of managers in driving cultural change and the potential of AI in customer experiences.
Nathan Dring aims to drive organisational transformation through expertly facilitated conversations, operating across diverse sectors like retail, NHS, sales, and nuclear. His approach hinges on creating engaging programmes that foster behavioral change, improve productivity, and reduce turnover - all through the medium of dialogue. Nathan is Founder and Director of Nathan Dring and Associates Ltd, was Principal Consultant at PA Consulting and Head of People Development at Contact Centre Panel.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Nathan Dring on LinkedIn
* Contact Centre Panel Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
Welcome to another episode of Talk Time! In this special episode we’re focusing on hybrid and remote working in contact centres, delving into how to effectively manage a hybrid or remote team, support their work-life balance, and keep customers at the organisation's core. This episode features insights from George Frater of ProblemShared, Danny Wareham of Firgun, Natalie Calvert, a CX and EX coach, and Julie Mordue and Sarah Hunt of GreenBean.
In this roundtable, our group of experts offers advice on how to ensure employees and high management maintain a work-life balance at home, how to use psychometrics as a secret weapon to understand your employees, and also, they discuss what areas of work productivity are suffering due to hybrid and remote working.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* MaxContact Website
* Julie Mordue LinkedIn
* Green Bean Website
* Sarah Hunt LinkedIn
* Natalie Calvert LinkedIn
* Natalie Calvert Website
* George Frater LinkedIn
* Danny Wareham LinkedIn
* Danny Wareham Website
* Firgun Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
In this episode of Talk Time with MaxContact, Paul “The Contact Centre Innovator” Weald, Director of Multichannel Customer Experience, joins Sean McIver to share his perspective on contact centre innovation and what it takes to make significant improvements to customer experience. They dive into the importance of balancing demand with smart contact centre strategies, the integration of technology and innovation, how to choose the right metrics that enhance customer experience, and the power of marginal gains in contact centre operations.
With over 30 years of experience in the field, Paul's expertise spans people management, processes, technology, operations, and customer experience. He is also an experienced angel investor, having invested in six startups over the past eight years, including ventures in customer management, eCommerce, and healthcare. Paul is especially focused on innovation, exploring how businesses can leverage emerging technologies like Generative AI to automate and enhance customer interactions.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Paul Weald on LinkedIn
* Multichannel Customer Experience Website
* 4C Strategies Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes:
- Motivating your Contact Centre Team to Improve Performance with Jayne Halton
- How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
- Redefining Contact Centre Leadership with Clayton Drotsky
In this special episode of Talk Time with MaxContact, Ben Booth, CEO at MaxContact, and Matthew Yates, VP of Engineering at MaxContact, join Sean McIver to unveil Spokn AI, our exciting new speech analytics product. In just twelve short months, Spokn AI went from concept to reality, with its first client going live in just two weeks. Ben and Matthew are here to share the entire journey, from a spark of an idea to a successful launch.
Ben is an experienced CEO with two decades of experience in contact centre management. He excels at transforming contact centres to enhance customer service across various channels, ensuring optimal ROI, and consistently meeting and surpassing KPIs.
An enthusiastic and adaptable Software Engineering Leader with over 20 years of experience, Matthew is skilled in delivering a wide array of top-notch products and services. As a reliable leader, he excels in inspiring managers and teams to create innovative solutions that meet budget, time, and quality standards.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Ben Booth on LinkedIn
* Matthew Yates on LinkedIn
* Spokn AI
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Dave Clowes, Contact Centre Manager at NHS Shared Business Services, joins Sean McIver to explore the topic of team engagement. They share innovative strategies for motivating contact centre agents, performance management techniques, and the need to balance engagement metrics with employee morale.
Dave has a proven track record of significantly boosting employee performance; he notably increased a team's performance index by 27 points in one year, reorganising operations, and setting more challenging goals. Before his role at the NHS, Dave managed the Accounts Receivable team at Carnival UK, led the Inbound Sales team at Impact Call Centre, and oversaw social media at Blank Canvas Illustrations.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Dave Clowes on LinkedIn
* NHS Shared Business Services Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Neville Doughty, Partnership Director at Contact Centre Panel, joins Sean McIver to explore how situational CX elevates customer service, the importance of pairing the right business with the right outsourced partner to deliver effective customer experiences, and how to find the perfect balance between human touch and AI.
With over 22 years of experience, Neville is an advocate of situational customer experience, a mentor, and a leader. Currently, he serves as the Partnership Director at Contact Centre Panel, where he assists businesses in locating the right outsourced contact centres or telemarketing agencies to meet their unique needs. Additionally, Neville holds the role of Director at Cortworth Consulting Limited.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Neville Doughty on LinkedIn
* World Food Programme Website
* Contact Centre Panel Website
* Cortworth Consulting Limited Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and using technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super agents.
Chris is an esteemed customer contact specialist with an illustrious career spanning over fifteen years in the industry. Having worked in both in-house and outsourced contact centres, Chris has garnered extensive experience and expertise. With a strong operational management background at Verint and eg solutions, Chris has been instrumental in developing comprehensive training programs and cross-customer development initiatives to establish industry best practices.
Chris has a remarkable track record of successfully implementing transformative change programs across multiple sites, diverse cultures, and various communication channels on a global scale. Their ability to navigate and excel in these dynamic environments has solidified Chris as a thought leader in the field. Moreover, Chris is sought after as a keynote speaker, leveraging his vast knowledge and experience to deliver impactful training workshops, engage in insightful discussions, and captivate audiences at large-scale conferences and events.
Episode resources
* Chris Rainsforth on LinkedIn
* The Forum Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Adam Altoft, Customer Experience Director for Europe at Rentokil Initial, joins Sean McIver to unveil the challenges of leading large teams in the public sector, why you should treat KPIs as points of curiosity, combining customer analytics, feedback, and personal belief for positive change, and how to enhance customer experience with thoughtful AI implementation.
Adam is an experienced executive specialising in customer service operations and transformation. His experience includes more than fourteen years in the civil service, serving in roles from prison services to customer service centres. Before Rentokil Initial, Adam dedicated over a decade to HM Revenue and Customs and also served as a Senior Analyst at the Ministry of Justice UK for just over a year.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Adam Altoft on LinkedIn
* Rentokil Initial Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on customer service excellence, and the key to lasting cultural transformation in business.
For 20 years, Leonie has worked with and for customers, building a set of expertise that supports a more holistic approach to customer experience. Her commitment to customer satisfaction was most notably recognized when she was named the #14 top CX Professional of 2023.
Starting her career at the customer service desk of Waitrose, Leonie then progressed to roles in Customer Retention with Hilton Hotels and IHG Hotels. Over seven years at The Institute of Customer Service, she collaborated with more than 75 organisations across various sectors, such as The Post Office, Admiral, DHL, and Hitachi, helping in their service improvement efforts.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Leonie Williams on LinkedIn
* Customer Service Solutions Group Website
* Women in CX Community
* Infusing CX and Culture Sessions
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
It’s a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we’ve been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact including CEO Ben Booth and VP of Engineering Matthew Yates.
You'll hear strategies for enhancing contact centre efficiency with AI, how to leverage AI for impactful communication and sales success, the keys to successful AI integration, how to empower contact centre agents for a tech-driven experience, and the future of AI-driven data insights and decision-making.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Adrian Swinscoe’s Website
* Adrian Swinscoe on LinkedIn
* Punk CX Book
* Punk CX Podcast
* Matthew Yates on LinkedIn
* BT Website
* Chris Rainsforth on LinkedIn
* The Forum Website
* Marianne Rutz’s Website
* Marianne Rutz on LinkedIn
* The Operational Excellence Show
* Ethical Maintenance Website
* Ben Booth on LinkedIn
* MaxContact Website
* James Revell on LinkedIn
* Whistl UK Website
* Sean McIver on LinkedIn
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and how to design a winning CX strategy.
Keith is a well-known figure in the customer experience industry. He has a rich background in customer success strategies, particularly in the health and transport sectors, and has previously run his own consulting firm for over seven years. Keith is recognized for his ability to foster strong, trustworthy relationships.
Keith is the author of "Definitely CX," the publisher of The CX Morning Brew, and the host of the CX Diaries podcast. His contributions have earned him significant recognition, including being named a finalist for CX Leader of the Year in 2020 by MyCustomer.com, listed among the Top 50 CX Stars in 2021 by CXM.co.uk, and ranked as one of the Top 10 Most Respected in the Industry in 2012 by CallCentreHelper.com.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Keith Gait on LinkedIn
* Customer Experience Foundation Website
* Definitely CX Book
* The CX Morning Brew
* CX Diaries Podcast
* The Gait Post
* CXFO Roundtables and Leaders Summits
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Clayton Drotsky, Director and Founder of Growth Crew, joins Sean McIver to unveil his inspiring transition from contact centre agent to influential leader, the difference between management and leadership, and the significance of building meaning into the work environment.
With a 17-year career in the realm of customer service and sales teams across diverse industries and global markets, Clayton has developed a deep-seated passion and ability to cultivate high-performance cultures. His leadership ethos is centred around empowering individuals to unlock their highest potential. Before embarking on his entrepreneurial journey, Clayton led international contact centres for Two Three Bird out of London, where he championed the mantra, “Good is expected, but we are memorable.”
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Clayton Drotsky on LinkedIn
* Growth Crew Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Tim Farrell, the Business Transformation Manager at Direct Line, joins Sean McIver to discuss the limitations and benefits of using chatbots for an enhanced digital customer experience.
Tim Farrell, Direct Line's Business Transformation Manager, plays a key role in introducing innovative features and enhancing solution performance. Before his current role, Tim served as a digital engagement analyst at Sabio, delivering performance enhancements and expanded SaaS usage for a diverse portfolio of clients in the UK and globally. Tim's efforts were also instrumental in Three's complaint-reporting capability to comply with new Ofcom regulations.
Episode resources
* Tim Farrell on LinkedIn
* Direct Line Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow Talk Time with MaxContact on Spotify * Instructions on how to rate and review Talk Time with MaxContact can be found here
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Sarah Hunt, Associate Director of Client Solutions at greenbean, and Julie Mordue, Head of Marketing & Partnerships at greenbean, join Sean McIver to discuss showcasing contact centre talent. They explore the changes in the contact centre industry, the evolution of contact centre roles, and the impact of greenbean's GROW programme on enhancing employees' commitment and satisfaction.
Serving as the Associate Director of Client Solutions, Sarah brings over 25 years of knowledge in the contact centre industry. Her career spans various leadership roles in sectors including Retail, Banking, Insurance, Funeral Care, and Outsourced Operations. Moreover, Sarah is a Lead Judge at the European Contact Centre & Customer Service Awards (ECCCSA).
As the Head of Marketing and Partnerships at Greenbean, Julie has an impressive 11-year track record in recruitment marketing and contact centre networking. Her role involves leading a dedicated team to design and execute impactful marketing strategies and to develop clear, effective recruitment campaigns tailored to client needs. Julie's vast experience is complemented by her previous 9-year tenure at NRG, where she developed her skills in both client relationship management and marketing.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Sarah Hunt on LinkedIn
* Julie Mordue on LinkedIn
* greenbean Website
* European Contact Centre & Customer Service Awards Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Rob Wilkinson, a Customer Experience Consultant at The Car Charge People, joins Sean McIver to explore how data and intelligence can drive CX. They delve into compliance and customer trust in the digital age, data mapping, and AI's role in enhancing customer service.
With over two decades of experience, Rob guides businesses towards achieving exemplary customer and employee experiences. Before joining The Car Charge People, he was the Customer Success Manager for VOX, CX, and EX at Sabio.
Moreover, he founded and managed his own consultancy firm, Call Centre Connect. Rob's passion for CX and SaaS earned him the title of a self-proclaimed true 'geek' in these areas. Rob was twice voted into the top “10 Most Respected” by readers of Call Centre Helper.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Rob Wilkinson on LinkedIn
* The Car Charge People Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.
Laura is a customer service expert with over ten years of experience in the Residential Sales Sector, including international and open market sales, build-to-rent, and affordable housing domains. Before working in the housing sector, Laura held several positions in the automotive industry. In 2022, she obtained a TC98 Granting Consent and Licences to Alter Real Estate Development from ARMA.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Laura Montgomerie on LinkedIn
* Mount Anvil Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Marianne Rutz, Founder and Principal Consultant at Rutz Consulting, joins Sean McIver to discuss the key to achieving true customer centricity in contact centres. They explore the evolution of customer centricity, the importance of understanding cultural nuances, and how to effectively balance automation and human touch.
Marianne has a rich 21-year history of helping multilingual contact centre operations across diverse industries, from banking to fintech and travel. She is recognised as one of Europe's top specialists in transforming contact centres from cost burdens to profit generators.
Some notable giants Marianne has collaborated with include Santander, Hertz, Lexmark, Ralph Lauren, Thomas Cook, Signify, Expedia, Paypal, and Photobox. She is also the host of The Operational Excellence Show, and Chief Executive Officer at Ethical Maintenance. Before that, Marianne was Operations Director of Customer Management at Capita and Head of Multilingual Services at Webhelp UK.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
* Marianne Rutz’s Website
* Marianne Rutz on LinkedIn
* Marianne Rutz on Twitter
* Marianne Rutz on Instagram
* Marianne Rutz on Facebook
* The Operational Excellence Show
* Ethical Maintenance Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate, and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Ian Golding, CEO and Founder of Customer Experience Consultancy, joins Sean McIver to shed light on the true purpose and strategy of CX management. They share why organisations must shift their strategies from product-led to experience-led, how to balance short-term ROI with long-term customer-centric growth, and the importance of mapping and measuring the customer journey.
Ian Golding is a pioneering figure in the customer experience industry, being the first-ever Certified Customer Experience Professional (CCXP) endorsed by the Customer Experience Professionals Association (CXPA) to offer CCXP accreditation training. With a rich experience spanning over twenty-seven years, Ian has showcased his expertise in diverse sectors such as retail, financial services, logistics, telecoms, and pharmaceuticals.
Besides leading the Customer Experience Consultancy, Ian holds key customer experience roles at The Customer Institute, Customer Experience Magazine, and the Chartered Institute of Marketing. Moreover, he is a Co-founder of The Entrepreneurial Retreat Programme and is the acclaimed author of "Customer What".
Episode resources
* Ian Golding’s Website
* Ian Golding on LinkedIn
* Ian Golding on Twitter
* Ian Golding on Facebook
* The Entrepreneurial Retreat Programme Website
* The Customer Institute Website
* The Chartered Institute of Marketing Website
* Customer Experience Professionals Association Website
* Customer Experience Magazine Website
* Customer What Book
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Barry Cooper, Head of Customer Service at Moneycorp, joins Sean McIver to unveil the essence of customer experience, the role of proactive communication, and why it's vital to balance customer satisfaction and employee well-being.
With more than 15 years in the CX and contact centre realm, Barry has developed a profound understanding of exceptional customer service. He began his journey as a customer service advisor, interacting directly with clients, which granted him insights into the true essence of superior service from both his and the customer's perspectives.
Before joining Moneycorp, Barry held notable roles such as Senior Manager at Contract Management Evolution, Operations Manager at Domestic and General Finance Company, and Contact Center and Outsourcing Manager at E.ON UK.
Episode resources
* Barry Cooper on LinkedIn
* Moneycorp Website
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Gareth Walsh, Senior Director of Customer Experience and Supply Chain Transformation at Zimmer Biomet, joins Sean McIver to unveil the importance of ensuring the right levels of customer intimacy at the appropriate phase of a customer's journey.
Gareth previously worked as Customer Service Director at Smith & Nephew, Global Customer Service Manager at Oxford Nanopore Technologies, and Operations Manager at Johnson & Johnson. In his role, he successfully managed and led four key projects, including a Europe-wide IT transition, operations base relocation, franchise exit strategy, and internal financial overhaul.
Episode resources
* Gareth Walsh on LinkedIn
* Zimmer Biomet Website
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George Frater, Service Delivery Manager of Sensée, joins Sean McIver to shed light on the challenges and benefits of remote working, particularly in customer service. George shares insights on maintaining team cohesion and customer excellence, as well as monitoring performance metrics.
George boasts an outstanding history in Contact Centre Leadership and great skills at building strong work relationships with all stakeholders. Before this, George worked in the Insurance field. He is well-versed in leading talented teams towards their best performance and delivering exceptional customer experiences.
Episode resources
* George Frater on LinkedIn
* Sensée Website
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Adrian Swinscoe, an Aspirant Punk at Punk CX, joins Sean McIver to explore the Punk CX movement and its potential to revolutionise the service and experience industry. They dive into the role of punk spirit in challenging CX norms and championing authenticity, how organisations can embrace the punk aspect, and the role of technology in enhancing the agent experience and delivering exceptional customer service.
Adrian is a seasoned professional in customer experience, boasting an illustrious career spanning over twenty-five years. His diverse journey has seen him champion and amplify customer-centric businesses across varying scales. He is also the dynamic host of the Punk CX podcast, an insightful series diving into the nuances of customer service, engagement, and the employee's vantage point.
Adrian continually pushes boundaries. True to his essence, he self-identifies not just as a mere professional but as a passionate agitator and advocate for superior outcomes.
Episode resources
* Adrian Swinscoe’s Website
* Adrian Swinscoe on LinkedIn
* Adrian Swinscoe on Twitter
* Adrian Swinscoe on Instagram
* Punk XL Book
* How to Wow Book
* Punk CX Book
* Punk CX Podcast
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Danny Wareham, Founder and Culture and Engagement Director of Firgun, joins Sean McIver to share his approach to aligning culture to organisational strategy to nurture a purposeful environment for employees to give great service. They also discuss the importance of finding your organisation's ‘why’, the ‘nudge theory’, and cognitive diversity in the workplace.
Danny has over 25 years of experience in contact centre environments across the retail, telecommunication, and fintech sectors. He is passionate about creating spaces where people belong and where job fulfilment is a fundamental right. He was previously a Communications and Employee Engagement Manager at Vodafone, the Founder of DataMouse.biz, and a Customer Relations Manager at Argos.
Episode resources
* Danny Wareham on LinkedIn
* Firgun Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms
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In this round-up episode of Talk Time with MaxContact, Sean Mclver takes a look back at some of his past interviews with the fantastic guests we’ve been lucky to have on the show. He shares some of the best moments featuring Garry Gormley, Founder and CEO of FAB Outsourced Solutions; Jayne Halton, Group Database and Contact Centre Manager at Chapelhouse Motor Group; Katie Stabler, Founder and Director of CULTIVATE; and Kevin Sampson, Head of Customer Excellence at Zen Internet.
You'll hear winning strategies to enhance the efficiency of your contact centre, the importance of prioritising customer experience, as well as how technology and humans work hand in hand to deliver exceptional customer service. You'll also discover valuable tips for motivating people on your customer success team and the power of thoughtful communication.
Episode resources
* Garry Gormley on LinkedIn
* FAB Outsourced Solutions Website
* Jayne Halton on LinkedIn
* Chapelhouse Motor Group Website
* Katie Stabler on LinkedIn
* Kevin Sampson on LinkedIn
* Zen Internet Website
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James is an esteemed and forward-thinking senior leader in the local government sector renowned for his exceptional ability to implement impactful and transformative initiatives. With a brilliant strategic mindset, he excels at fostering collaboration, leveraging resources, and efficiently delivering top-tier services while operating within budgetary limitations.
James wholeheartedly dedicates himself to optimising public services, consistently striving to achieve positive outcomes for the community. His unwavering work ethic, resourcefulness, and commitment guarantee the seamless execution of projects under his supervision.
Episode resources* James Marshall on LinkedIn * Southampton City Council Website
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Chris is an esteemed customer contact specialist with an illustrious career spanning over fifteen years in the industry. Having worked in both in-house and outsourced contact centres, Chris has garnered extensive experience and expertise. With a strong operational management background at Verint and eg solutions, Chris has been instrumental in developing comprehensive training programs and cross-customer development initiatives to establish industry best practices.
Chris has a remarkable track record of successfully implementing transformative change programs across multiple sites, diverse cultures, and various communication channels on a global scale. Their ability to navigate and excel in these dynamic environments has solidified Chris as a thought leader in the field. Moreover, Chris is sought after as a keynote speaker, leveraging his vast knowledge and experience to deliver impactful training workshops, engage in insightful discussions, and captivate audiences at large-scale conferences and events.
Episode resources
* Chris Rainsforth on LinkedIn
* The Forum Website
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Self-describing as a consumer insights and product marketing leader with a passion for innovation, Bérengère has had an illustrious career across businesses such as eBay, Amazon, and Capgemini Consulting. Having built a unique blend of skills in consumer insights, data analytics, product development and marketing operations, Bérengère believes in customer-obsessed approaches to deliver growth to digital platforms.
With over twelve years in management consulting, and over twelve years driving customer satisfaction, affinity and advocacy, Bérengère has been a speaker at CHANNELX WORLD and Tamebay Live, as well as hosting an online workshop with eBay for Business UK.
Episode resources
* Bérengère Chaintreau-Fuchs on LinkedIn
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- Follow on Spotify
- This page shows how to follow, rate and review the show on the major platforms
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Specialising in helping small to midsize businesses, Mike offers customised customer service and sales training on-site or through webinars. He also serves as a keynote speaker and panellist at various events.
With over twenty years of experience in customer service, sales, and management, Mike brings practical examples to his workshops and speeches, leading to improved sales outcomes and increased client satisfaction and loyalty. His expertise has been sought by notable clients such as Equitable Bank, Miele, and Community Trust, and he has been featured in esteemed publications like the Globe and Mail and Contact Center Pipeline magazine.
Episode resources
* Mike Aoki on LinkedIn
* Reflective Keynotes Website
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James Revell, Director of Contact Centres at Whistl UK, joins Sean McIver to explain how organisations can leverage employee engagement to improve the delivery of customer experience, technology integration in an omnichannel world, and the impact of AI and chatbots on customer experience.
James Revell is a highly accomplished and award-winning Director of Contact Centres at Whistl UK, with more than two decades of experience in the industry. He began his career as a call handler and steadily progressed to senior leadership roles.
As a seasoned and successful business leader, James has a proven track record of delivering exceptional customer service. Before his current position, he worked with Air France KLM for almost twenty-five years, beginning as a Frequent Flyer Advisor before eventually being promoted to the Director of International Contact Centres.
Episode resources
* James Revell on LinkedIn
* Whistl UK Website
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Nate Brown is the Co-Founder of CX Accelerator, a non-profit organisation that provides virtual platforms that connect like-minded Customer Experience professionals. Amongst his other accolades in Customer Experience, Nate is the author of CX Primer, which led him to be awarded CX Influence of the Year in 2019.
He is also the current Senior Director of Customer Experience at Arise Virtual Solutions, which connects customer service agents to well-known brands. Before that, Nate was the Chief Experience Officer at Officium Labs and Head of Customer Experience at UL Solutions.
Episode resources
* Nate Brown on LinkedIn
* Nate Brown on Twitter
* CX Accelerator Website
* Arise Virtual Solutions Website
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Ana is a creative change leader driven to achieve exceptional customer experience. She has over fifteen years of experience in IT, virtual payments, and travel technology. Her strengths include data analytics to gain business understanding, forecasting, and planning strategies efficiently.
Episode resources* Ana Magalia on LinkedIn * Hurdle Website
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Lee Houghton is a business improvement coach who prides himself on helping people and teams deliver change. His unique journey to get to where he is today includes writing five children's books, owning a bouncy castle business, and even DJing dressed as a monkey.
All these experiences have shaped his career, from data input administrator to co-founding Get Knowledge, his business improvement company. Lee helps even more people in business by providing real-life examples and practical approaches as the host of the Business Problems Solved Podcast.
Episode resources
* Lee Houghton on LinkedIn
* Get Knowledge Website
* Business Problems Solved Podcast
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Danny has over 25 years of experience in contact centre environments across retail, telecommunication, and fintech sectors. He is passionate about creating spaces where people belong and where job fulfilment is a fundamental right. He was previously a Communications and Employee Engagement Manager at Vodafone, the Founder of DataMouse.biz, and a Customer Relations Manager at Argos.
Episode resources
* Danny Wareham on LinkedIn
* Firgun Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms
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Jayne Halton is a successful group database and contact centre manager with over ten years of contact centre experience and fifteen years in the motor industry. She has proven experience in motivating teams to deliver quality customer experience and drive sales. Jayne has spent ten years at Chapelhouse Motor Group, which owns a range of car dealerships in the northwest of England.
Episode resources
* Jayne Halton on LinkedIn
* Chapelhouse Motor Group Website
If you enjoyed this episode, then please either:* Subscribe, rate, and review on Apple Podcasts * Follow on Spotify * This page shows how to follow, rate and review the show on the major platforms
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Katie is also a freelance Customer Experience Consultant for EvaluAgent, Fujitsu, JT Group, and Citizens Advice. She has proven expertise in developing customer-focused strategies within organisations that want to embrace an organisational CX strategy to drive exceptional operational and business performance.
Previously, Katie was Head Of Customer Experience and Member Optimisation at the Female Entrepreneur Association, Customer Experience Head of Design and Delivery at Lowell, and Deputy Chief Executive Officer and CX lead at The Debt Counsellors Charitable Trust.Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Ben Booth, CEO of MaxContact, joins Sean McIver to discuss the current state of customer experience in the contact centre industry, including how automation can improve the customer experience while reducing costs.
Ben Booth is a successful CEO with twenty years of contact centre experience. He has proven expertise in transforming organisations' contact centres to improve customer experiences across all channels, providing maximum ROI, and maintaining and improving KPIs.
His contact centre experience includes seven years at MaxContact and thirteen years at Daviker. Ben works with various organisations to provide services like PCI-DSS, payments across multiple channels, WFM, speech analytics, voice, mail, webchat, and more.
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Kevin Sampson, Head of Customer Excellence at Zen Internet, joins Sean McIver to unpack his secret sauce to levelling-up customer experience and achieving customer excellence.
Kevin has worked at Zen Internet for three and a half years as the Head of Customer Excellence and Customer Experience Manager. He is a Gold winner in the Customer Champion category at the 2022 UK National Contact Centre Awards! His previous roles include Customer Experience Manager for npower and seven years as Process Designer and Customer Journey Analyst at British Gas.
In this episode, Kevin shares the difference between customer experience and customer excellence, how to turn complaining customers into business ambassadors, and why businesses should put people before profits.
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In this episode, Sean Mclver is joined by Sofia Puccio, Associated Product Manager and CX Management Information Lead at Curve, a finance company that owns and operates the Curve card. This payment card aggregates multiple cards through a mobile app, allowing users to make payments and withdrawals from a single card. With almost a decade of experience in technology and customer experience, she develops better tools for Curve to better communicate with customers.
They discuss what defines a successful customer experience, artificial intelligence and its roles in automating customer experience and alleviating employee burnout, what to automate, how to get the best results from AI. and how organizations can identify the best solutions when embarking on a customer experience journey.
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Muhammad Safdar, Head of Customer Excellence at Prime Secure +, joins Sean McIver to give actionable insights on how brands can improve customer experience and ensure customer excellence.
James Vukashin, National Director of Contact Centres at Veezu, joins Sean McIver to share his perspective on why people need to come first to ensure best-in-class service, the importance of supporting hyper-local communities, and how to transform customers into brand advocates.
Natalie Calvert, a Customer Experience and Employee Experience Executive Coach, joins Sean McIver to share her approach to balancing customer experience (CX) and employee experience (EX) and what contact centre leaders should focus on to improve both CX and EX.
Marianne Withers, Founder and CEO of The Verity Centre, joins Sean McIver to share the differences between mediocre and excellent customer journeys and what it takes to deliver a fantastic customer experience.
Garry Gormley, Founder and CEO of FAB Outsourced Solutions, joins Sean McIver to discuss technological and process opportunities contact centres could seize to enhance customer experience and the work lives of agents'.