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There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. I’ll be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of Naomi ...
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Welcome to EPIC Begins With 1 Step Forward, hosted by Zander Sprague, bestselling author and acclaimed motivational speaker. If you're looking to kickstart the EPIC chapters in your life, you've come to the right place! Here, you will find inspiring stories, practical resources, and transformative insights to guide you on your journey. Whether you're an entrepreneur scaling your business, a leader fostering a better workplace culture, an author penning your next bestseller, an athlete preppi ...
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In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers. ### Key Takeaways: 1. **Using Conversational Data to Drive Performance**: Garry emphasizes the potential of conver…
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Join me for a captivating episode as I chat with Ray Martin, an award-winning entrepreneur, coach, and mindfulness teacher, who embarked on a six-month sabbatical from England to Southeast Asia that unexpectedly turned into a transformative 14-year journey. Ray shares how this epic experience of self-discovery reshaped his life, guiding him from a …
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For the recent Contact Centre Performance Summit by Evaluagent I was asked to do a live presentation / webinar about how the Team Leader & Agent roles have changed over the years and what we can do to better support them. In this live session I share where our industry is right now and the impact that has on team leaders and agents and also share t…
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Addy Sprague was born with partial unilateral hearing loss, but she has not allowed this to stop her from living a full and enriching life. In this episode, Addy opens up about her journey of overcoming the unique challenges that come with her condition. She shares her personal experiences of navigating everyday life, from school to social interact…
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In this episode of the Get Out of Wrap podcast, Martin chats with Sarah Hunt from DDC Outsourcing, exploring her career journey and insights into the contact center industry. Sarah discusses her transition from operational management to a more strategic role in the industry, working to elevate contact center jobs and make them careers of choice. Ke…
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Join Zander Sprague for an energizing conversation with New York Times best-selling author and business coach Nicky Billou. In this episode, Nicky shares his inspiring journey from immigrant to successful entrepreneur, offering candid insights on achieving remarkable results. With his no-nonsense approach, Nicky discusses the vital role of coaching…
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Have you ever wondered if there's a foolproof method to achieve your goals? In this episode, Pramoda Vyasarao, an experienced coach and author, reveals his powerful 7-step framework for goal setting success. From setting clear objectives to overcoming obstacles, Pramoda shares invaluable insights gained from his personal journey and years of coachi…
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ian is an awesome guy and we talk about his career and then about a subject we are passionate about but is often overlooked and that is Team Leaders. Thankfully Centrical have focused on Team Leaders and Ian shares the recent developments in their offering.
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Are you ready to break free from the chains of negativity and embrace a life filled with joy and fulfillment? Join happiness expert Matt O'Neill, the author of Good Mood Revolution: Igniting the Power of Conscious Happiness, as he reveals the groundbreaking strategies to revolutionize your mood. In this latest episode, Matt offers a refreshing pers…
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What was your nickname at school ? What does our industry need to do better to attract talent ? Two great events coming up Join me and the GOOW community to chat about these questions and more on your weekly Linkedin Live TV show all about contact centres.
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To celebrate hitting this milestone I asked for lots of you awesome people to come and say hi ! Thanks for always supporting me - whilst I do it on my own, I really don't x Heres to the next 200 and more amazing people and stories about our great industry.
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I will talk with Ben and David from the Cruise with Ben and David YouTube Channel. We will discuss how they grew their channel into the EPIC Cruise review channel it is today. We explore their EPIC destination recommendations, their bucket list, what it is like to cruise with their fans, and so much more.…
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In this engaging episode, Steve Gamlin shares actionable insights on turning your vision into reality. As a keynote speaker, visualization coach, and author, Steve brings a wealth of experience, blending practical steps with inspiring stories. Discover how to create effective vision boards, overcome obstacles, and take that first step toward achiev…
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**One year into Consumer Duty—are we truly putting customers first?** In our latest podcast episode, I had the pleasure of diving deep with Helen Manahan and Pete Dunn from BPA Quality about the impact of the UK’s Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the fi…
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Join me, Danny, Kerry, Scott, Daryn and Dara as we chat about how life has changed for agents, interviews, loyalty and fantasy football. Linkedin Audio is a Live event and The Break Room is a chance every fortnight to come together and chat about whatever you want.
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You will find yourself doing amazing things when you say yes to opportunities. Paul Teasdale, a man who has lived a life of adventure and accomplishment, shares his incredible story. From humble beginnings in sausage making to the high-octane world of Formula 1, Paul's career has been a rollercoaster of unexpected twists and turns. Join us as we de…
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Ever wondered how to bridge the communication gap with your preteen? In this engaging and insightful episode, we sit down with Marcus Higgs, a specialist in preteen communication, to explore the challenges and opportunities parents face during these formative years. Marcus shares practical tips and expert advice on how to foster open, supportive, a…
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On today's Linkedin Live GOOW TV we had our first ever panel. I was joined by Dan Light of Different Edge, Pete Dunn of BPA Quality and Danny Wareham of Firgun to talk about Performance Management in Contact Centres. Is performance management a phrase that strikes fear into your teams ? We explore why this and what you can do about it and the panel…
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The Break Room is a Live Linkedin Audio event bought to you by Get Out of Wrap. We started talking about academies (grad bays) in Contact Centres initially but as its a live event we started talking about AI and then, thanks to Spencer, we talked about the extent to which technology is helping or hindering customers with disabilities. If you like t…
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Nadine Edmondson is Director of Product Marketing & GTM at Evaluagent and is at the cutting edge of whats going on at Evaluagent with their AI driven QA, XNPS and gamification. It's a great conversation and Nadine is insightful, knowledgeable and engaging !
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In today's Get out of Wrap on Linkedin we chatted about whether we are seeing a return of agents from working from home back to the contact centre, and if so, what are the implications. We also chatted about ID & V and the trend on time taken to identify customers.
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Welcome to another exciting episode of "Epic Begins With One Step Forward!" Today, Zander Sprague is thrilled to have Kerry Damiano, also known as Ms. World Traveler, join him. Kerry shares her adventures and passion for travel and shopping through her YouTube series, inspiring women to explore new places and support local artists and entrepreneurs…
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In this episode from GOOW TV (every Tuesday on Linkedin - 10am GMT) I am joined by Rob Wilkinson of Evaluagent who shares his thoughts on NPS and what Evaluagent are up to in transforming how we understand and use NPS. There's also a special announcement !
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From losing three families by the time he was 14 to seeming to have it all, Alan Lazaros discovered that his life was not as EPIC as he thought. Join Zander Sprague as he talks with Alan about how he found his calling and began an EPIC journey to success.
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#195 - The ECCCSA's with new Chair of the Judges - Moira Clark and Director of Operations - Jackie Pringle
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With a week to go until the deadline for nominations for the European Contact Centre & Customer Service Awards ( the ECCCSA's) I sit down to chat with the new Chair of the Judges - Moira Clark and Awards Director of Operations - Jackie Pringle.
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On this weeks GOOW TV (every Tuesday 10am on Linkedin Live) we chatted about our favourite subjects at school and then onto what we thought needed to be improved for agents training in contact centres. Then we covered the latest stats on agent desktop systems including in-call knowledge. Lots of great insight from the viewers - enjoy !…
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The first in a new series of podcasts featuring people from the Team Leader Community. Jordan Powell in Corporate Sales Team Leader at Gravity and also a big part of the Team Leader Community. In this episode we chat about the transition from Agent to Team Leader
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The Open Road Awaits: Living A Limitless Life With Diabetes – An EPIC Journey With Tracy Herbert
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What if you were 17 and told that you had Type 1 Diabetes and that you would not likely live past 30? Tracy Herbert heard this and said, “NO, I am going to live,” and she has! From struggling in an ICU bed to cycling 3,527 miles from San Francisco to New York, Tracy's story is a testament to resilience, hope, and the power of choosing to be better.…
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In this episode of EPIC Begins With One Step Forward, host Zander Sprague welcomes the insightful Elma Linz Kanefield, a psychotherapist, life coach, and author dedicated to supporting performing artists. Recovering from a bout of asthma, Elma shares her journey in writing her book, Hamlet’s Mirror, which distills wisdom from her 40-year career int…
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What is on your music playlist ? What are the top factors that affect Customer Loyalty ? What are the struggles for agents in our industry when it comes to systems ? We covered this and much more in the latest episode of Get out of Wrap - join us live next Tuesday on Linkedin Live or watch it on YouTube…
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When Wendy Gunn was diagnosed with Ovarian cancer, she realized that she had been chasing perfection and was not being productive. She made some astounding changes, her life became EPIC, and she found happiness. Come along for an inspiring ride as Zander Sprague talks to Wendy, giving you the pep talk you need for achieving anything you set your mi…
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Have you ever felt like you're on the wrong path? Rebecca Doring, a coach who helps wellness professionals and yoga teachers expand their businesses and overcome imposter syndrome, shares her inspiring journey from being a pastry chef to a successful entrepreneur. In this episode, you'll learn: How to embrace detours and challenges as opportunities…
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Does your child struggle to learn? You are not alone on the path toward overcoming epic learning challenges! In this episode, Lois Letchford, the author of Reversed: A Memoir, reveals how her young son, despite his obvious potential, struggled in first grade. Labeled with a low IQ, Lois’ son faced constant discouragement, but she refused to give up…
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