show episodes
 
In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.
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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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show series
 
🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️ Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors. Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and a…
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Back by public demand! The legend that is Chris Rainsforth of The Forum joined me for another episode of Get Out of Wrap – and as always, he brought invaluable insights for the contact centre industry. Some key takeaways from our chat: 🎉 The Forum is celebrating 25 years! A massive milestone for an organisation dedicated to improving best practices…
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What is your Linkedin 'ick' ? What is the one thing you think will change our industry for the better in 2025 ? This years industry events. What is the mix of inbound traffic in our industry and what is the expected change ? We cover all of this in the show today which I am able to bring to you thanks to my partners Betr & The Forum.…
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🚀 Kickstarting 2025 with an inspiring story you won’t want to miss! In this episode I sit down with Marco Jetmir Ndrcaj of SSCL. A remarkable leader with a journey that embodies resilience, passion, and purpose. Try not to let the fact that Marco supports Chelsea put you off 🤣 From washing pots in a restaurant as a teenager to leading customer expe…
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Working Smarter is joined by Martin Teasdale, the founder of Get out of Wrap, a UK-based podcast and consulting firm that specializes in contact centers...or is that centres? Martin talks about his career, the challenges of finding a vendor, and the Calabrio "Voice of the Agent" survey results that were recently published.…
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🚀 From Contact Centres to Supply Chains: Embracing Change with Dan Cohen! 🚀 Ever wondered what it takes to leap from leading a contact centre to managing a global supply chain? In this episode of Get Out of Wrap, Martin speaks with Dan Cohen, the dynamic leader who transitioned from Nespresso’s award-winning contact centre operations to overseeing …
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📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊 How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensi…
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What does it take to nurture the next generation of contact centre leaders? In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders. Why should you listen? Discover the power of self-belief:…
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🔍 **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…
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**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…
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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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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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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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**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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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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