Talk Time with MaxContact

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