Podcast ¦ CX Diaries: Unveiling the Hidden Potential of Contact Centres Attracting and Developing Tomorrow’s Talent with Julia Morgan

Access the full podcast series hereSummary This podcast episode features an interview with Julia Morgan, South Directorate Manpower, as she discusses her journey into the recruitment part of contact centers and the key trends shaping the landscape of the industry. They also explore the challenges of high attrition rates and the issues faced in recruiting and retaining younger talent. Key Points: Technology is driving a different behavior in contact centers, rather than driving people out of the industry. Sales is becoming… Read more

Podcast ¦ CX Passport: The one with LEGO Serious Play – Sirte Pihlaja, CEO & LEGO Serious Play Facilitator E162

Access the full podcast series hereSummaryIn this podcast episode, the guest, Sirke Tepeli Elglund, discusses the importance of creativity in business and customer experience. She explains that everyone has a creative side that can be unlocked, but it is often stifled by traditional education systems. Sirke shares her experience as a serious Lego play facilitator and how she uses this methodology to foster creativity and problem-solving in workshops and strategy sessions. She also highlights the surprising impact of creativity in unexpected… Read more

Podcast ¦ Collecting Thoughts: How Collections and Brand Work Together

Access the full podcast series here Summary: In a podcast episode, Daniel CBus, Senior Business Operations Manager at Dish Network, discusses the importance of customer centricity in the collections process. He highlights the need to communicate with customers in the way they prefer, whether that be through phone calls, text messages, or emails. Technology has evolved to support these different communication channels, with text and email campaigns becoming more prevalent. The focus is on meeting customers where they are and providing… Read more

Podcast ¦ Vulnerability Matters: Episode 16 – Tackling loneliness with Amy Perrin and Chris Fitch

Access the full podcast series here Summary: This podcast episode explores the issue of loneliness in the UK and its impact on individuals. It discusses the definition of loneliness, the extent of loneliness in different age groups, and the potential causes of loneliness. The podcast also highlights the negative effects of chronic loneliness on health and well-being. The Marmalade Trust, a charity dedicated to tackling loneliness, is interviewed, and they provide insights on how to identify, talk about, and help… Read more

Podcast ¦ The Evolving Landscape of Digital Security

Access the full podcast series hereIn this podcast episode, the hosts interview two experts in cybersecurity, Kevin Brown and Kevin Still, to discuss the escalating threat of cyber attacks and how it has been exacerbated by the COVID-19 pandemic. They highlight the rapid digital transformation that occurred during the pandemic, leading to increased awareness and usage of digital channels, but also increased cyber attacks. The experts mention the rise of nation-state attacks and the monetization of cyber attacks, making it… Read more

Podcast ¦ Get out of wrap: 187 Chara-Lea Pidduck shares her inspiring story

Access the full podcast series hereSummary Shara Lee Pinnock, a senior subject matter expert at DDC Outsourcing, shares her journey in the contact center industry in a podcast episode. She started her career as a sales advisor in a contact center before transitioning to customer services. Pinnock's passion for helping people and improving processes led her to become a team manager. Despite initially not getting the position, she used it as motivation to learn and develop her skills. Pinnock managed teams… Read more