The industry’s first podcast

Contact centres have come a long way since the days of team leaders asking their team to ‘get out of wrap’. Now the industry has its first ever podcast dedicated to the world of contact centres. Hosted by Martin Teasdale, contact centre connoisseur and consultant at CCMA partner BPA Quality, Get Out of Wrap interviews industry experts, leading lights, rising stars, innovators and disrupters.

The podcast series aims to talk about best practice in contact centres and demonstrate how vibrant, diverse and exciting these operations are. Martin’s interviews are shared through a number of different channels, including Apple, Google and Spotify.

The CCMA is delighted to join its distribution network and will share each podcast as Martin publishes it.

In June, Martin had a chat with our very own Ann-Marie Stagg as we celebrate our 25 year anniversary. Listen to the interview.

If you’d like to take part or would like to hear Martin interview someone that has some great things to say, why not drop Martin a line at martin.teasdale@bpaquality.co.uk.

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

The Contact Centre Renaissance: Why Human Connection Matters More Than Ever

For me, the contact centre is the most valuable function in a business. There are two main reasons why this is the case. The first is that the contact centre, as the hub of all customer interactions, is also at the centre of all the insights a business gathers. The second, more prosaic reason, is that customers still want to forge human connections with the brands they do business with. To make this vision a reality, however, we need to reverse the recent alarming slump in customers’ perception of customer service quality. Let’s take a look at how.

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The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Empowering Contact Centre Leadership at Every Level

The traditional top-down leadership model that has applied in contact centres since forever, is no longer fit for purpose. Because today’s contact centre is driven by the need for an agile, responsive service delivery, the thinking goes that leadership must exist at every level of the organisation – as close as possible to where decisions need to be made.

Read more »
New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

Navigating The New OFCOM Rules For UK Businesses Calling From Offshore

New OFCOM regulations designed to hamper the ability of overseas spam callers to ‘spoof’ UK phone numbers could also impact legitimate offshore and outsourced contact centres.

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Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

Watch: Showing the Boardroom the Strategic Value of Your Contact Centre

Watch the online seminar which continues the conversation into the power of the strategic value of the contact centre.

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