Episodes

  • Transform Your Contact Centre Through Data-Driven Strategies with Daryl Wilkes

    Transform Your Contact Centre Through Data-Driven Strategies with Daryl Wilkes
    Aug 14 2024
    In this episode of Talk Time with MaxContact, Daryl Wilkes, Director of Customer Care at ASOS, shares insights on transforming customer service operations through data-driven strategies, channel optimisation, and employee empowerment. Learn how ASOS has significantly improved its customer experience metrics and adapted to the evolving digital landscape.
    Show More Show Less
    34 mins
  • Transform Your Contact Centre Through Customer Expectations with Steve Sullivan

    Transform Your Contact Centre Through Customer Expectations with Steve Sullivan
    Jul 31 2024
    In this episode of Talk Time with MaxContact, Steve Sullivan, a distinguished freelance consultant and interim manager specialising in Omni Channel customer experience, joins Sean McIver to discuss recent innovations in contact centre performance management, the importance of customer expectations, and the challenges of compliance in the age of AI.
    Show More Show Less
    35 mins
  • Transform Your Contact Centre Through Punk CX with Adrian Swinscoe

    Transform Your Contact Centre Through Punk CX with Adrian Swinscoe
    Jul 17 2024
    In this episode of Talk Time with MaxContact, Adrian Swinscoe returns to discuss his Punk CX philosophy and its application to the rapidly evolving customer experience landscape. Adrian challenges conventional wisdom in CX, advocating for a more disruptive and innovative approach to improve outcomes for both customers and businesses.
    Show More Show Less
    29 mins
  • Greatest Hits: Leadership Lessons from the Contact Centre Frontlines with Clayton Drotsky

    Greatest Hits: Leadership Lessons from the Contact Centre Frontlines with Clayton Drotsky
    Jul 3 2024
    In this episode of Talk Time with MaxContact, Clayton Drotsky, founder of Growth Crew Limited, shares his journey from contact centre agent to leadership coach. He discusses the importance of positive leadership, building meaning into work, and the challenges facing contact centre leaders today.
    Show More Show Less
    33 mins
  • Transform Your Contact Centre Through Dialogue with Nathan Dring

    Transform Your Contact Centre Through Dialogue with Nathan Dring
    Jun 12 2024
    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.
    Show More Show Less
    28 mins
  • Expert Analysis: Leading and Empowering Hybrid and Remote Teams in Contact Centres

    Expert Analysis: Leading and Empowering Hybrid and Remote Teams in Contact Centres
    May 29 2024
    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.
    Show More Show Less
    37 mins
  • Contact Centre Innovation 101 with Paul Weald

    Contact Centre Innovation 101 with Paul Weald
    May 15 2024
    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.
    Show More Show Less
    36 mins
  • Behind the Scenes: Building & Launching MaxContact's Spokn AI Speech Analytics

    Behind the Scenes: Building & Launching MaxContact's Spokn AI Speech Analytics
    May 2 2024
    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.
    Show More Show Less
    41 mins