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.
How to Choose the Right Outsourced Partner for Your Contact Centre with Neville Doughty
April 3, 2024 • 33 MIN
In this episode of Talk Time with MaxContact, Neville Doughty, Partnership Director at Contact Centre Panel, joins Sean McIver to explore how situational CX elevates customer service, the importance of pairing the right business with the right outsourced partner to deliver effective customer experiences, and how to find the perfect balance between human touch and AI.
Greatest Hits: How to Create a Culture of Learning in Contact Centres with Chris Rainsforth
March 20, 2024 • 35 MIN
Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and using technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super agents.
How to Effectively Lead 4,000 Contact Centre Agents with Adam Altoft
March 6, 2024 • 30 MIN
In this episode of Talk Time with MaxContact, Adam Altoft, Customer Experience Director for Europe at Rentokil Initial, joins Sean McIver to unveil the challenges of leading large teams in the public sector, why you should treat KPIs as points of curiosity, combining customer analytics, feedback, and personal belief for positive change, and how to enhance customer experience with thoughtful AI implementation.
Igniting a Customer-Centric Culture Revolution with Leonie Williams
February 21, 2024 • 32 MIN
In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on customer service excellence, and the key to lasting cultural transformation in business.
Expert Analysis: AI’s Role in Revolutionising Contact Centres
February 7, 2024 • 22 MIN
It’s a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we’ve been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact including CEO Ben Booth and VP of Engineering Matthew Yates.
The Anatomy of Successful CX in Contact Centres with Keith Gait
January 24, 2024 • 30 MIN
In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and how to design a winning CX strategy.
Redefining Contact Centre Leadership with Clayton Drotsky
January 10, 2024 • 31 MIN
In this episode of Talk Time with MaxContact, Clayton Drotsky, Director and Founder of Growth Crew, joins Sean McIver to unveil his inspiring transition from contact centre agent to influential leader, the difference between management and leadership, and the significance of building meaning into the work environment.
Achieving a Seamless Customer Experience with Chatbots: Expert Advice from Tim Farrell of Direct Line
December 27, 2023 • 31 MIN
Tim Farrell, the Business Transformation Manager at Direct Line, joins Sean McIver to discuss the limitations and benefits of using chatbots for an enhanced digital customer experience.
GROW Your Contact Centre with Sarah Hunt & Julie Mordue
December 13, 2023 • 29 MIN
In this episode of Talk Time with MaxContact, Sarah Hunt, Associate Director of Client Solutions at greenbean, and Julie Mordue, Head of Marketing & Partnerships at greenbean, join Sean McIver to discuss showcasing contact centre talent. They explore the changes in the contact centre industry, the evolution of contact centre roles, and the impact of greenbean's GROW programme on enhancing employees' commitment and satisfaction.
How Data and Intelligence Shape the Future of CX with Rob Wilkinson
November 29, 2023 • 28 MIN
In this episode of Talk Time with MaxContact, Rob Wilkinson, a Customer Experience Consultant at The Car Charge People, joins Sean McIver to explore how data and intelligence can drive CX. They delve into compliance and customer trust in the digital age, data mapping, and AI's role in enhancing customer service.
When Data Meets Intuition: Perfecting the Customer Journey with Laura Montgomerie
November 15, 2023 • 33 MIN
In this episode of Talk Time with MaxContact, Laura Montgomerie, Head of Customer Experience at Mount Anvil, joins Sean McIver to share her playbook on leveraging data and human intuition to enhance customer journeys. They share the importance of understanding the customer journey in high-stakes industries to maximise customer satisfaction, why you have to satisfy every step of the customer journey, and how to balance data with intuition in customer experience.
Breaking Down True Customer Centricity in Contact Centres with Marianne Rutz
November 1, 2023 • 35 MIN
Marianne Rutz, Founder and Principal Consultant at Rutz Consulting, joins Sean McIver to discuss the key to achieving true customer centricity in contact centres. They explore the evolution of customer centricity, the importance of understanding cultural nuances, and how to effectively balance automation and human touch.
The Customer Experience Odyssey with Ian Golding
October 20, 2023 • 35 MIN
Ian Golding, CEO and Founder of Customer Experience Consultancy, joins Sean McIver to shed light on the true purpose and strategy of CX management. They share why organisations must shift their strategies from product-led to experience-led, how to balance short-term ROI with long-term customer-centric growth, and the importance of mapping and measuring the customer journey.
The Lifeblood of Stellar Customer Experience with Barry Cooper
October 5, 2023 • 36 MIN
Barry Cooper, Head of Customer Service at Moneycorp, joins Sean McIver to unveil the essence of customer experience, the role of proactive communication, and why it's vital to balance customer satisfaction and employee well-being.
Mastering Customer Intimacy with Gareth Walsh
September 20, 2023 • 32 MIN
Gareth Walsh, Senior Director of Customer Experience and Supply Chain Transformation at Zimmer Biomet, joins Sean McIver to unveil the importance of ensuring the right levels of customer intimacy at the appropriate phase of a customer's journey.
Mapping the Remote Work Landscape in Customer Service with George Frater
September 6, 2023 • 35 MIN
George Frater, Service Delivery Manager of Sensée, joins Sean McIver to shed light on the challenges and benefits of remote working, particularly in customer service. George shares insights on maintaining team cohesion and customer excellence, as well as monitoring performance metrics.
Punking Up the CX Scene with Adrian Swinscoe
August 23, 2023 • 37 MIN
Adrian Swinscoe, an Aspirant Punk at Punk CX, joins Sean McIver to explore the Punk CX movement and its potential to revolutionise the service and experience industry. They dive into the role of punk spirit in challenging CX norms and championing authenticity, how organisations can embrace that punk aspect, and the role of technology in enhancing the agent experience and delivering exceptional customer service.
Greatest Hits: Aligning Culture and Organisational Strategy to Nurture Employee Engagement with Danny Wareham
August 9, 2023 • 37 MIN
Danny Wareham, Founder and Culture and Engagement Director of Firgun, joins Sean McIver to share his approach to aligning culture with organisational strategy to nurture a purposeful environment for employees to give great service. They also discuss the importance of finding an organisation's ‘why’, the ‘nudge theory’, and cognitive diversity in the workplace.
Season Round-Up Episode
July 26, 2023 • 33 MIN
In this round-up episode of Talk Time with MaxContact, Sean Mclver takes a look back at some of his past interviews with the fantastic guests we’ve been lucky to have on the show. He shares some of the best moments featuring Garry Gormley, Founder and CEO of FAB Outsourced Solutions; Jayne Halton, Group Database and Contact Centre Manager at Chapelhouse Motor Group; Katie Stabler, Founder and Director of CULTIVATE; and Kevin Sampson, Head of Customer Excellence at Zen Internet.
Transforming Customer Feedback Into Actionable Insights with James Marshall
July 12, 2023 • 33 MIN
James Marshall, Director of Customer Experience at Southampton City Council, joins Sean McIver to share actionable strategies for gathering and analysing data and customer feedback to enhance services, address the needs of your clients, and improve their overall experience.
How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
June 28, 2023 • 34 MIN
Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and utilising technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super contact centre agents.
Empathy: The Key to Customer Centricity with Bérengère Chaintreau-Fuchs
June 14, 2023 • 32 MIN
Bérengère Chaintreau-Fuchs, previous Head of Customer Engagement and Panels at eBay, joins Sean McIver to discuss the importance of customer centricity and empathy in building a successful business, highlighting how to prioritise customer needs, establish two-way conversations, and embed customer centricity in company culture.
Cracking the Code of Empathy to Supercharge Customer Experience in Contact Centers with Mike Aoki
May 24, 2023 • 36 MIN
Mike Aoki, President of Reflective Keynotes, joins Sean McIver to discuss the importance of empathy and communication skills in customer-facing roles, the challenges faced by frontline agents, and the need for positive reinforcement and empowering staff.
Leveraging Employee Engagement and Technology Integration to Improve Customer Experience with James Revell
May 10, 2023 • 32 MIN
James Revell, Director of Contact Centres at Whistl UK, joins Sean McIver to explain how organisations can leverage employee engagement to improve the delivery of customer experience, technology integration in an omnichannel world, and the impact of AI and chatbots on customer experience.
Elevating the Customer Voice Using Storytelling and Personalization with Nate Brown
April 27, 2023 • 36 MIN
Nate Brown, Co-Founder of CX Accelerator, joins Sean McIver to help CX leaders enhance the voice of their customer approach through meaningful storytelling and personalization, as well as maximising customer experience with effective digital tools.
Elevating Customer Engagement in At-Home Health Testing with Ana Magalia
April 12, 2023 • 34 MIN
Ana Magalia, Head of Customer Experience at Hurdle, joins Sean McIver to explore the importance of customer experience, journey mapping, and setting baselines to measure success in at-home health testing.
Leading with Impact: Enhancing Employee Engagement and Customer Satisfaction in Contact Centres with Lee Houghton
March 22, 2023 • 36 MIN
Lee Houghton, Co-founder and Business Improvement Coach of Get Knowledge, joins Sean McIver to share how leadership behaviours influence employee engagement and customer satisfaction, the power of connection, and why leaders should focus on creating a culture of sustainable performance excellence.
Aligning Culture and Organisational Strategy to Nurture Employee Engagement with Danny Wareham
March 1, 2023 • 37 MIN
Danny Wareham, Founder and Culture and Engagement Director of Firgun, joins Sean McIver to share his approach to aligning culture with organisational strategy to nurture a purposeful environment for employees to give great service. They also discuss the importance of finding an organisation's ‘why’, the ‘nudge theory’, and cognitive diversity in the workplace.
Motivating Your Contact Centre Team to Improve Performance with Jayne Halton
February 15, 2023 • 37 MIN
Jayne Halton, Group Database and Contact Centre Manager at Chapelhouse Motor Group, joins Sean McIver to share how to maintain motivation in a call centre environment, build a collective winner's mindset, and the importance of effective communication in contact centres.
Using Mindful Communication as a Tool to Elevate the Customer Experience with Katie Stabler
February 1, 2023 • 32 MIN
Katie Stabler, Founder and Director of Customer Experience at CULTIVATE, joins Sean McIver to discuss how thoughtful and mindful communication elevates the customer experience.
The State of the Modern Contact Centre with Ben Booth
January 6, 2023 • 30 MIN
Ben Booth, CEO of MaxContact, joins Sean McIver to discuss the current state of customer experience in the contact centre industry with a focus on how automation can improve the customer experience while reducing costs.
Why Putting People Before Profit Leads to Customer Excellence with Kevin Sampson
December 21, 2022 • 31 MIN
Kevin Sampson, Head of Customer Excellence at Zen Internet, joins Sean McIver to unpack his secret sauce to levelling-up customer experience and achieving customer excellence.
Customer Experience Automation and the Role of AI with Sofia Puccio
December 7, 2022 • 34 MIN
Sofia Puccio, Associated Product Manager, and CX Management Information Lead at Curve joins us to share her thoughts on the role of artificial intelligence in automating customer experience.
Scaling Up Customer Experience and Ensuring Customer Excellence with Muhammad Safdar
November 23, 2022 • 33 MIN
Muhammad Safdar, Head of Customer Excellence at Prime Secure +, joins Sean McIver to give actionable insights on how brands can improve customer experience and ensure customer excellence.
Reaching Customer Service Excellence with James Vukashin
November 9, 2022 • 34 MIN
James Vukashin, National Director of Contact Centres at Veezu, joins Sean McIver to share his perspective on why people need to come first to ensure best-in-class service, the importance of supporting hyper-local communities, and how to transform customers into brand advocates.
CX Plus EX: The Golden Formula for a Thriving Customer Experience with Natalie Calvert
October 26, 2022 • 33 MIN
Natalie Calvert, a Customer Experience and Employee Experience Executive Coach, joins Sean McIver to share her approach to balancing customer experience (CX) and employee experience (EX) and what contact centre leaders should focus on to improve both CX and EX.
What Makes an Outstanding Customer Journey with Marianne Withers, Founder & CEO of The Verity Centre
October 12, 2022 • 31 MIN
Marianne Withers, Founder and CEO of The Verity Centre, joins Sean McIver to share the differences between mediocre and excellent customer journeys and what it takes to deliver a fantastic customer experience.
How We Can Drive Positive Customer Perceptions of Contact Centres Ft Garry Gormley, Founder and CEO of FAB Outsourced Solutions
October 10, 2022 • 33 MIN
Garry Gormley, Founder and CEO of FAB Outsourced Solutions, joins Sean McIver to discuss technological and process opportunities contact centres could seize to enhance customer experience and the work lives of agents'.