Best BPA Audio Podcasts (2024)

1
#206 - Kerry Sudale on the Candidate Experience in Recruitment 54:49

3h ago54:49

54:49

🔍 **Transforming the Candidate Experience with Kerry Sudale!** 🔍 Recruitment isn’t just about finding skills—it’s about understanding people and their unique journeys. In this episode of *Get Out of Wrap*, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring pr…

1
#205 - Nerys Corfield - the Tech space explained 48:26

10h ago48:26

48:26

**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** 🔍 If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you! On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us . Nerys simplifies the complex world of contact centre technology, uncovering the…

1
#204 - Get out of Wrap TV ft. Garry Gormley 41:24

5d ago41:24

41:24

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…

1
EP 106 | Kevin Winer | BPA Black Box Study 51:35

6d ago51:35

51:35

BPA Black Box Study | EP106 | Kevin Winer | OCT 24 2024 | 1PM Join us for Episode 106 of Forensics Talks on October 24, 2024, at 1PM Eastern Time, featuring Kevin Winer, Director of the Kansas City Police Crime Laboratory. With decades of expertise in bloodstain pattern analysis, Kevin will delve deep into the findings of the NOBLIS Black Box Study…

1
#203 - Supporting Team Leaders & Agents 36:05

14d ago36:05

36:05

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…

1
#202 - Sarah Hunt of DDC Os - lndustry Legend 36:59

20d ago36:59

36:59

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…

1
EP 105 | Kirk Garrison | Privately Manufactured Firearms 56:51

1M ago56:51

56:51

Privately Manufactured Firearms | EP 105 | Kirk Garrison | SEP 26 2024 | 2PM Eastern Join us for Episode 105 of Forensics Talks on September 26, 2024, at 2 PM Eastern, as we dive into the complex world of privately manufactured firearms with Kirk Garrison of the San Bernardino County Sheriff's Department. With a diverse background starting in Biolo…

1
#201 - Ian Chappell of Centrical on Team Leader performance and support 47:11

1M ago47:11

47:11

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.

1
EP 104 | David Notowitz | Forensic Audio Analysis 1:08:49

1M ago1:08:49

1:08:49

Forensic Audio Analysis | EP 104 | David Notowitz | SEP 19 2024 | 2PM Eastern David Notowitz, a seasoned expert in forensic audio analysis and is the founder and lead forensic expert of the National Center for Audio and Video Forensics in Los Angeles, has dedicated over three decades to advancing the field of digital forensics. His expertise lies i…

1
Get Out of Wrap TV - Sept 17th - 80th Show 38:29

1M ago38:29

38:29

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.

1
#200 - The 200th episode of Get Out of Wrap 26:04

2M ago26:04

26:04

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.

1
#199 Helen & Pete of BPA Quality on Consumer Duty one year on. 49:51

2M ago49:51

49:51

**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…

1
The Break Room - a Linkedin Live Audio event 56:12

2M ago56:12

56:12

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.

1
GOOW TV Panel - Performance Management 45:01

3M ago45:01

45:01

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…

1
The Break Room - a Linkedin Audio Event 39:33

3M ago39:33

39:33

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…

1
#198 - Nadine Edmondson of Evaluagent on maximising QA & NPS 41:41

3M ago41:41

41:41

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 !

1
#197 GOOW TV - Are agents being asked to come back in to Contact Centres 45:51

4M ago45:51

45:51

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.

1
#196 - GOOW TV ft. Rob Wilkinson on NPS & an announcement 38:30

4M ago38:30

38:30

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 !

1
EP 103 | Jean-Philippe Noat | Digital Intelligence 1:01:15

4M ago1:01:15

1:01:15

Forensics Talks Episode 103: Digital Intelligence with Jean-Philippe Noat Join us on Thursday, July 4, 2024, at 2 PM Eastern for an engaging episode of Forensics Talks! We're excited to welcome Jean-Philippe Noat, a renowned international cyber security and forensic expert. Jean-Philippe has extensive experience as a Digital Intelligence Specialist…

1
#195 - The ECCCSA's with new Chair of the Judges - Moira Clark and Director of Operations - Jackie Pringle 31:50

4M ago31:50

31:50

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.

1
#194 - GOOW TV on Training & Agent In-Call Knowledge 39:42

4M ago39:42

39:42

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 !…

1
#193 Jordan Powell on the transition from Agent to Team Leader 24:38

4M ago24:38

24:38

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

1
#192 - GOOW TV - 25th June 39:17

5M ago39:17

39:17

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…

1
EP 102 | Nikolaos Kalantzis | Digital Signatures 1:16:19

5M ago1:16:19

1:16:19

Digital Signatures | EP 102 | Nikolaos Kalantzis | June 13, 2024 | 2PM Eastern Several months ago, I was invited to a conference in Romania where I saw Nikolaos Kalantzis present some of his research on Digital Signatures. It was a really impressive talk and we had some great discussions about his work. Today, I am happy to say he is my next guest …

1
#191 GOOW TV ft. Morris Pentel 39:26

5M ago39:26

39:26

Join me and everyone who watches Get out of Wrap TV on Linkedin (every Tuesday at 10am UK time) as we chat about contact centres. In this episode we are joined by Morris Pentel who shares just what we can gain by understanding uncertainty, doubt and confusion in our customer contacts. This is a new concept where I am taking the audio from the show …

1
EP 101 | Clark Davenport | Necrosearch 55:16

5M ago55:16

55:16

Join us for episode 101 of Forensics Talks on May 30, 2024, at 2 PM Eastern, where we'll dive into the fascinating world of forensic geophysics and NecroSearch with Clark Davenport. With a distinguished career spanning over 55 years, Clark has conducted remote-sensing surveys across six continents for criminal, environmental, and archaeological inv…

1
#190 Sandra Thompson on Emotional Intelligence - Part 2 42:38

6M ago42:38

42:38

Part 2 - Sandra Thompson on Emotional Intelligence. A great episode to see in 5 years of Get Out of Wrap and Sandra demonstrates her own EI by getting me a cake ! In this episode Sandra shares more great tips on deploying Emotional Intelligence in the workplace - a must listen - not just for leaders but for everyone.…

1
EP 100 | Gary Delaney | Geospatial Forensics 1:03:08

6M ago1:03:08

1:03:08

Join us for the milestone 100th episode of Forensics Talks on Thursday May 9, 2024, at 14:00 Eastern, where we welcome Gary Delaney, a seasoned Geospatial Forensic Expert Witness. With an extensive background beginning in the Royal Navy and spanning over two decades in geomatics and geodesy, Gary has become a pivotal figure in forensic geospatial a…

1
#189 Sandra Thompson on Emotional Intelligence pt.1 49:17

6M ago49:17

49:17

Sandra Thompson is an expert on Emotional Intelligence and Founder of Ei Evolution and is on a mission to equip leaders with this vital skill. Engaging, knowledgeable and fun this is a must listen 💜

1
#188 - A Team Leader Day at SSCL 21:10

7M ago21:10

21:10

Join me and come and chat to four of the awesome Team Leads at SSCL at the end of a great Team Leader Day.

1
#187 Chara-Lea Pidduck shares her inspiring story 43:16

7M ago43:16

43:16

Join me to listen to the inspiring career to date of Chara - 10 years at DDC has seen Chara take on roles in sales, customer service, Team Leader, Quality, Chat, Social media, Change & C.I, Client services & Chara shares the impact post-natal depression had on her in what is an inspiring episode.

1
EP 99 | Nicole Novroski | Decoding DNA 1:09:38

7M ago1:09:38

1:09:38

Join us for episode #99 of Forensics Talks on March 14 at 2 PM Eastern, as we delve into the forefront of forensic biology with Dr. Nicole Novroski from the University of Toronto, Mississauga. Dr. Novroski, specializes in leveraging massively parallel sequencing (MPS) alongside innovative approaches for forensic human identity testing. This episode…

1
EP 98 | Mark Davison | Investigating Sandy Hook 55:32

7M ago55:32

55:32

I am honored to feature Lt. Col. Mark Davison of the Connecticut State Police in our next episode of Forensics Talks. With 17 years of service, primarily in Major Crime, Mark brings an in-depth perspective on the forensic investigation of the Sandy Hook school shooting that occurred on December 14, 2012. This tragic event shook the nation, and thro…

1
#186 - David Holmes author of Leading the Line comes on to chat about the book 44:45

8M ago44:45

44:45

David Holmes - Director at SSE and author of Leading the Line comes on to chat about the book.

1
#185 Katie Davies of DDC OS chats about her passion for The North & DDC Discusses 36:08

9M ago36:08

36:08

Join me as Katie Davies - Client Development Director at DDC OS talks about the passion she has for the North and how it really is a metropolis of contact centres and mega CX professionals. We then chat about DDC Discusses.These insightful and different events are people focused rather than tech. Katie chats about how fundamental our understanding …

1
#184 - Andy Roberts - CEO at Sabio 38:09

9M ago38:09

38:09

Meet Andy Roberts CEO of Sabio. Sabio are known to most people in the industry as innovators and great supporters of both people and the industry as a whole. This is a unique opportunity to hear about Andy's own journey and about the exciting goings on at Sabio. We talk about the history of Sabio, the future, how they engage and support their custo…

1
#183 Chris Mounce of Evaluagent on the launch of a new service & all things quality 52:56

9M ago52:56

52:56

As well as being a lovely human being Chris is an expert in quality in the contact centre world and joins me on this latest episode to talk about the launch of a new service & all things quality & shares his career story in a really entertaining & insightful episode.

1
#182 - Steven Miller - multiple award winning WFM & Planning Manager 42:11

9M ago42:11

42:11

Steven Miller has spent his career in contact centres - starting on the phones and then moving into planning. A subject matter expert Steven is a multiple award winner and shares his story and tips in this episode.

1
EP 97 | Sarah Williams | Bodily Fluids 53:46

9M ago53:46

53:46

Join us on February 1, 2024, at 2 PM Eastern for an intriguing Forensics Talks episode, EP 96, with Sarah Williams, Associate Professor at Virginia Commonwealth University. Williams, a leading figure in forensic biology, has pioneered advancements in body fluid identification and DNA analysis. This episode will delve into her groundbreaking researc…

1
#181 Sir John Kirwan - All Blacks Rugby legend & his mental health mission 53:17

10M ago53:17

53:17

Sir John Kirwan or JK is a rugby & All Black rugby legend who played 63 tests & scored 35 tries, he was in the team who won the first ever rugby world cup and has been honoured for his services to mental health in New Zealand & across the world. Sir John or JK co-founded Groov a science backed, data driven platform to help people with their mental …

1
#180 - The UK National Contact Centre Awards with Jackie Pringle 34:31

10M ago34:31

34:31

Join me chatting to Jackie about the UK National Contact Centre Awards - the deadline for nominations is approaching so this episode will give you everything you need to know.

1
#179 Jo Bonser of DDC OS on leadership 39:41

10M ago39:41

39:41

Jo Bonser is an expert on people based leadership, coaching and creating the right environment for your teams to thrive a great way to start the podcast in 2024

1
EP 96 | Michael Moulden | Investigating Fire Scenes 1:08:18

10M ago1:08:18

1:08:18

Michael Moulden is a seasoned Fire Scene and Chartered Crime Scene investigator with over 30 years of experience, having conducted 1000+ investigations globally. Holding a master's degree in forensic engineering and science from the Royal Military College, Mike is an Honorary Fellow at Cranfield University and a senior research fellow at the Univer…

1
EP 95 | Husam Shbib | Cybersecurity & The Dark Web 1:12:20

10M ago1:12:20

1:12:20

Husam Shbib is currently working as a digital forensic consultant in Saudi Arabia. He has experience in different cybersecurity fields such as penetration testing, user access reviews, configurations reviews, IT and cybersecurity audit, risk assessment, and programming. He has a bachelor degree in computer science and holds multiple certifications …

1
EP 94 | Matthias Schmidt | Collision Investigation With Analyzer Pro 58:07

11M ago58:07

58:07

Join us in conversation with Matthias Schmidt, CEO of Analyzer Pro. Matthias graduated in 2020 with a Master of Science in Physics from the Technical University of Vienna. He stands at the forefront of accident reconstruction, developing advanced software for collision reconstruction and speaking at international conferences like the European Assoc…

1
EP 93 | Amber Riley | Forensic Odontology | 1:16:35

11M ago1:16:35

1:16:35

Join us for an exclusive interview with Amber Riley, an esteemed international speaker renowned for her expertise in forensic odontology and oral pathology. With a wealth of experience, Amber delivers comprehensive continuing education programs to dental and medical professionals worldwide. She serves as a Forensic Dental Consultant to the San Dieg…

1
#178 Pete Lees & Barry Cooper chat about radical candour 38:28

11M ago38:28

38:28

Everyday in the Team Leader Community I do a Live Stream where we chat about all things leadership in contact centres. Today Pete & Barry shared so many great things about how candour can help you lead better I wanted to share it wider than just the community.

1
#177 The ECCCSA's 2023 - a celebration of the Contact Centre & Customer Service Industry across Europe 35:15

11M ago35:15

35:15

Join me as one of the media partners at this years European Contact Centre & Customer Service Awards night in London. Hear from many guests recount the buzz and atmosphere of the night and share their reflections on 2023 and thoughts about the year ahead. What a night

1
EP 92 | Bruce Goldfarb | 18 Tiny Deaths | Maryland Office of the Chief Medical Examiner 50:39

12M ago50:39

50:39

A former EMT/paramedic Bruce Goldfarb is an award-winning journalist whose work has appeared on All Things Considered, the Washington Post, USA Today, American Health, Baltimore magazine, and many other print and online publications. Goldfarb was executive assistant to the Chief Medical Examiner for the State of Maryland from 2012 to 2022. In that …

1
#176 - Helen Beaumont Manahan of BPA Quality on Vulnerability 47:34

12M ago47:34

47:34

A firm favourite of the show and the industry Helen Beaumont Manahan of BPA Quality is back ! In this episode Helen talks about Vulnerability and why this training has been the most requested for BPA this year. Helen shares tips and best practice on this key area for contact centres.

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