Podcast ¦ Get out of wrap: 241 – Lewis Parkin of Alvaria

Key Take Aways

1. Young talent like Lewis demonstrates significant adaptability and diverse skill sets within contact centre and customer experience (CX) industries.
2. The industry benefits from fostering environments where younger employees are treated as peers, promoting confidence and professional growth.
3. Practical experience and on-the-job learning are more impactful than formal training or courses, particularly in rapidly evolving tech environments.
4. Engagement with multiple departments and global colleagues enhances problem-solving capabilities and broadens industry understanding.
5. Diversity and inclusive team composition foster innovative ideas, challenge established methods, and improve organisational performance.
6. The perception of contact centres is often rooted in negative stories; thus, industry players should actively communicate the value and complexity of modern contact centre environments.
7. Technology and AI are key drivers of excitement and recruitment in the contact centre industry, especially among tech-savvy younger demographics.
8. Exposure to senior industry professionals at a young age accelerates the development of confidence, competence, and industry insight.
9. The variety of roles within contact centres—ranging from event planning to UI design—attract young professionals seeking diverse experiences.
10. Industry outreach at education levels can promote awareness and attract talent, impacting workforce quality positively.
11. Leaving college with minimal formal project management knowledge can be offset through relationship-building and knowledge of internal contacts.
12. Personal passions, such as technology and creative pursuits, reinforce industry engagement and highlight the importance of authentic career pathways.

Key Statistics

• Lewis has been with Valvaria for a year and a half.
• His original role was sales support administrator, which expanded into diverse tasks including training videos, event planning, and UI design.
• He actively manages accounts within the UK and Ireland.
• The industry has hundreds of acronyms including ACD and IVR that new entrants need to learn quickly.
• The upcoming Contact Centre Expo is a significant event where Lewis will be actively presenting.

Key Discussion Points

• The importance of early industry exposure and real-world experience for young professionals.
• Strategies to improve perception and awareness of contact centres among younger audiences.
• The value of cross-departmental and international collaboration in developing versatile industry skills.
• The benefits of an inclusive environment where young talent is treated as equals.
• The significance of hands-on learning, especially in practical skills such as office suite tools.
• How embracing variety in roles can aid career development and satisfaction.
• The role of technology and AI in attracting young talent and evolving the industry.
• Approaches to challenge traditional ways of doing things to innovate and improve processes.
• The importance of building networks within organisations for problem-solving and project execution.
• Promoting diversity in teams to generate innovative solutions.
• The potential of industry outreach at further education levels to increase workforce quality.
• The necessity of nurturing creativity and technical passions within industry roles.

Podcast Description

This podcast explores the journey of a young professional, Lewis, within the contact centre and customer experience industry, highlighting the value of adaptability, diversity in roles, and the power of inclusive, collaborative environments. Through an engaging interview format, it addresses strategic industry perceptions, technological innovation, and career development, providing insights for senior managers keen to attract and retain talent in a rapidly evolving landscape. Emphasising practical experiences and future opportunities, the episode offers a compelling narrative on how fresh ideas and diverse perspectives can shape the future of customer engagement.