How to Effectively Lead 4,000 Contact Centre Agents with Adam Altoft

Talk Time: The Contact Centre Podcast

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.

Adam is an experienced executive specialising in customer service operations and transformation. His experience includes more than fourteen years in the civil service, serving in roles from prison services to customer service centres. Before Rentokil Initial, Adam dedicated over a decade to HM Revenue and Customs and also served as a Senior Analyst at the Ministry of Justice UK for just over a year.

To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com

Episode resources

• Adam Altoft on LinkedIn
• Rentokil Initial Website

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Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.

Check out our three most downloaded episodes:

• Motivating your Contact Centre Team to Improve Performance with Jayne Halton
  
  
• How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
  
  
• Redefining Contact Centre Leadership with Clayton Drotsky