Talk Time: The Contact Centre Podcast

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Talk Time: The Contact Centre Podcast

Welcome to Talk Time with MaxContact, your go-to podcast for all things contact centre-related. Join us as we delve into the latest trends, strategies, and technologies shaping the world of contact centres. We explore topics ranging from operational best practices and team management to the role of AI in transforming customer interactions. Each episode features conversations with industry experts, sharing insights and practical tips to enhance your contact centre's performance. Tune in to Talk Time with MaxContact and be part of the conversation shaping the future of contact centres.

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

    AUG 14

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

    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.

    34 min
  2. Transform Your Contact Centre Through Customer Expectations with Steve Sullivan

    JUL 31

    Transform Your Contact Centre Through Customer Expectations with Steve Sullivan

    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.

    35 min
  3. Transform Your Contact Centre Through Punk CX with Adrian Swinscoe

    JUL 17

    Transform Your Contact Centre Through Punk CX with Adrian Swinscoe

    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.

    29 min
  4. Greatest Hits: Leadership Lessons from the Contact Centre Frontlines with Clayton Drotsky

    JUL 3

    Greatest Hits: Leadership Lessons from the Contact Centre Frontlines with Clayton Drotsky

    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.

    33 min
  5. Transform Your Contact Centre Through Dialogue with Nathan Dring

    JUN 12

    Transform Your Contact Centre Through Dialogue with Nathan Dring

    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.

    28 min
  6. Expert Analysis: Leading and Empowering Hybrid and Remote Teams in Contact Centres

    MAY 29

    Expert Analysis: Leading and Empowering Hybrid and Remote Teams in Contact Centres

    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.

    37 min
  7. Contact Centre Innovation 101 with Paul Weald

    MAY 15

    Contact Centre Innovation 101 with Paul Weald

    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.

    36 min
  8. Behind the Scenes: Building & Launching MaxContact's Spokn AI Speech Analytics

    MAY 2

    Behind the Scenes: Building & Launching MaxContact's Spokn AI Speech Analytics

    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.

    41 min
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About

Welcome to Talk Time with MaxContact, your go-to podcast for all things contact centre-related. Join us as we delve into the latest trends, strategies, and technologies shaping the world of contact centres. We explore topics ranging from operational best practices and team management to the role of AI in transforming customer interactions. Each episode features conversations with industry experts, sharing insights and practical tips to enhance your contact centre's performance. Tune in to Talk Time with MaxContact and be part of the conversation shaping the future of contact centres.

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