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 really pick apart the concept sharing great insights.

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 the sound of this why not head over to my Linkedin profile and join the next Break Room.

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 !

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.

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 !

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.

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 !

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