Talk Time: The Contact Centre Podcast

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 [https://www.maxcontact.com] EPISODE RESOURCES * Daryl Wilkes LinkedIn [http://linkedin.com/in/daryl-wilkes-122309a] * ASOS Website [https://www.asoscareers.com/] If you enjoyed this episode, then please either: * Subscribe, rate, and review on Apple Podcasts [https://apple.co/3EvkGe5] * Follow on Spotify [https://spoti.fi/3Cme8Mb] * This page [https://www.fame.so/follow-rate-review] 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 [https://www.fame.so/?utm_medium=podcast&utm_source=bcast&utm_campaign=masters-of-community-with-david-spinks?utm_medium=podcast&utm_source=bcast&utm_campaign=confessions-of-a-b2b-marketer] 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 [https://podcasts.bcast.fm/e/5nz4p5pn-jayne-halton] * How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth [https://talktimewithmaxcontact.com/e/mn431028-chris-rainsforth] * Redefining Contact Centre Leadership with Clayton Drotsky [https://talktimewithmaxcontact.com/e/qn02mjmn-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 [https://www.maxcontact.com] Episode resources * Steve Sullivan’s LinkedIn [http://linkedin.com/in/steve-sullivan-3275391] * Channel Doctors Website [https://www.linkedin.com/company/channel-doctors] If you enjoyed this episode, then please either: * Subscribe, rate, and review on Apple Podcasts [https://apple.co/3EvkGe5] * Follow on Spotify [https://spoti.fi/3Cme8Mb] * This page [https://www.fame.so/follow-rate-review] 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 [https://www.fame.so/?utm_medium=podcast&utm_source=bcast&utm_campaign=masters-of-community-with-david-spinks?utm_medium=podcast&utm_source=bcast&utm_campaign=confessions-of-a-b2b-marketer] 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 [https://podcasts.bcast.fm/e/5nz4p5pn-jayne-halton] * How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth [https://talktimewithmaxcontact.com/e/mn431028-chris-rainsforth] * Redefining Contact Centre Leadership with Clayton Drotsky [https://talktimewithmaxcontact.com/e/qn02mjmn-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 [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbnBJNVBSaG1IOVhkZXg3NXZXbzUxRWk1T0ZUUXxBQ3Jtc0tta0w2MG5oTTRta2UtVHAtZk4yc3lmQU5fWk9wbnFZdHRudWxlMVNCYnZ0M2VJdURaSEZkckFWY2dpU0c5dmxSSDdIODc2b0s0UFNadWFnMzJoRzBSNnROZUFlaWoyclJodmlweXdvU3F3M3RPWE9Hdw&q=https%3A%2F%2Fwww.maxcontact.com%2F&v=djlryvqjltM] Episode resources * Adrian Swinscoe’s Website [https://www.adrianswinscoe.com/] * Adrian Swinscoe on LinkedIn [https://www.linkedin.com/in/adrianswinscoe/?originalSubdomain=uk] * Adrian Swinscoe on Twitter [https://twitter.com/adrianswinscoe] * Adrian Swinscoe on Instagram [https://www.instagram.com/punk_cx/] * Punk XL Book [https://www.amazon.com/Punk-XL-Adrian-Swinscoe-ebook/dp/B09MTWGWHL?ref_=ast_sto_dp] * How to Wow Book [https://www.amazon.com/How-Wow-Customers-PDF-eBook-ebook/dp/B08SC21DLQ?ref_=ast_sto_dp] * Punk CX Book [https://www.amazon.com/Punk-CX-Adrian-Swinscoe-ebook/dp/B07RYXS5YN?ref_=ast_sto_dp] * Punk CX Podcast [https://pod.co/punk-cx/] If you enjoyed this episode, then please either: * Subscribe, rate, and review on Apple Podcasts [https://apple.co/3EvkGe5] * Follow on Spotify [https://spoti.fi/3Cme8Mb] * This page [https://www.fame.so/follow-rate-review] 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 [https://www.fame.so/?utm_medium=podcast&utm_source=bcast&utm_campaign=masters-of-community-with-david-spinks?utm_medium=podcast&utm_source=bcast&utm_campaign=confessions-of-a-b2b-marketer] 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 [https://podcasts.bcast.fm/e/5nz4p5pn-jayne-halton] * How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth [https://talktimewithmaxcontact.com/e/mn431028-chris-rainsforth] * Redefining Contact Centre Leadership with Clayton Drotsky [https://talktimewithmaxcontact.com/e/qn02mjmn-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 [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbnBJNVBSaG1IOVhkZXg3NXZXbzUxRWk1T0ZUUXxBQ3Jtc0tta0w2MG5oTTRta2UtVHAtZk4yc3lmQU5fWk9wbnFZdHRudWxlMVNCYnZ0M2VJdURaSEZkckFWY2dpU0c5dmxSSDdIODc2b0s0UFNadWFnMzJoRzBSNnROZUFlaWoyclJodmlweXdvU3F3M3RPWE9Hdw&q=https%3A%2F%2Fwww.maxcontact.com%2F&v=djlryvqjltM] Episode resources * Clayton Drotsky on LinkedIn [https://www.linkedin.com/in/clayton-drotsky/] * Growth Crew Website [https://www.growthcrew.co.uk/] If you enjoyed this episode, then please either: * Subscribe, rate, and review on Apple Podcasts [https://apple.co/3EvkGe5] * Follow on Spotify [https://spoti.fi/3Cme8Mb] * This page [https://www.fame.so/follow-rate-review] 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 [https://www.fame.so/?utm_medium=podcast&utm_source=bcast&utm_campaign=masters-of-community-with-david-spinks?utm_medium=podcast&utm_source=bcast&utm_campaign=confessions-of-a-b2b-marketer] 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 [https://podcasts.bcast.fm/e/5nz4p5pn-jayne-halton] * How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth [https://talktimewithmaxcontact.com/e/mn431028-chris-rainsforth] * Redefining Contact Centre Leadership with Clayton Drotsky [https://talktimewithmaxcontact.com/e/qn02mjmn-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 [https://www.youtube.com/redirect?event=video_description&redir_token=QUFFLUhqbnBJNVBSaG1IOVhkZXg3NXZXbzUxRWk1T0ZUUXxBQ3Jtc0tta0w2MG5oTTRta2UtVHAtZk4yc3lmQU5fWk9wbnFZdHRudWxlMVNCYnZ0M2VJdURaSEZkckFWY2dpU0c5dmxSSDdIODc2b0s0UFNadWFnMzJoRzBSNnROZUFlaWoyclJodmlweXdvU3F3M3RPWE9Hdw&q=https%3A%2F%2Fwww.maxcontact.com%2F&v=djlryvqjltM] Episode resources * Nathan Dring on LinkedIn [https://www.linkedin.com/in/nathan-dring-5183509/] * Contact Centre Panel Website [https://contactcentrepanel.com/] If you enjoyed this episode, then please either: * Subscribe, rate, and review on Apple Podcasts [https://apple.co/3EvkGe5] * Follow on Spotify [https://spoti.fi/3Cme8Mb] * This page [https://www.fame.so/follow-rate-review] 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 [https://www.fame.so/?utm_medium=podcast&utm_source=bcast&utm_campaign=masters-of-community-with-david-spinks?utm_medium=podcast&utm_source=bcast&utm_campaign=confessions-of-a-b2b-marketer] 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 [https://podcasts.bcast.fm/e/5nz4p5pn-jayne-halton] * How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth [https://talktimewithmaxcontact.com/e/mn431028-chris-rainsforth] * Redefining Contact Centre Leadership with Clayton Drotsky [https://talktimewithmaxcontact.com/e/qn02mjmn-clayton-drotsky]