Shows
Get Out of Wrap - Contact Centre Chat#235 - the legend that is Chris Rainsforth is backChris Rainsforth is back on Get Out of Wrap!In this wide-ranging chat, Martin and Chris explore:The Forum’s Raising Standards conference and collaborative problem-solvingWhy their awards programme is focused on stories and shared learningThe evolution of training – and whether roleplays still have value in 2025The challenge of Learning & Development keeping pace with technology and remote workThe shift towards wellbeing, empathy, and people-focused leadershipReflections on industry progress since the mid-90s – and where we still need to improveChris a...
2025-09-1946 minGet Out of Wrap - Contact Centre Chat#215 - Chris Rainsforth of The Forum back by public demandBack 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 across the industry.
📚 The Best Practice Guide is now available! It’s packed with actionable insights and real-world examples, and the best part? It’s free to download.
🌟 Awards Season is here! This year saw a record-breaking num...
2025-02-0731 min
The Forum Meets...The Forum Meets...Karl FletcherChris sits down with Karl Fletcher, Resource Planning & MI Manager at Novuna Finance. Karl has been working within Contact Centre Resource Planning for over 30 years (Sorry Karl) - he has grown, developed and been an instrumental member of The Forum community since its inception 23 years ago!
He has a passion for learning, he continues to stretch himself, keep up to date on new ideas, trends and the industry and is passionate about continuous professional development - a passion that he is instilling in his teams and the people he works with .
He was a worthy r...
2023-03-0350 minGet Out of Wrap - Contact Centre Chat#146 - Chris & Phil from The Forum on Resource Planning best practiceChris Rainsforth and Phil Anderson of The Forum are experts on Resource Planning and bring that to bear in this illuminating episode !
2023-01-2757 minThe Forum Meets...The Forum Meets...Karen ChristmasThis week on The Forum Meets... Alison sits down with Karen Christmas - Resource Planning Controller Eurostar.
This great little discussion looks at Karens career, how she got into Resource Planning, the excitement of solving problems and making sure planning have a seat at the table.
2022-12-1411 minThe Forum Meets...The Forum Meets...Sue BoltIn this episode Chris sits down with Sue Bolt, Director of Workforce Optimisation Solutions -EMEA at NICE. Sue is a passionate contact centre advocate and believes Resource Planning is the heartbeat of the operation. As the industry evolves, we as professionals need to evolve to make sure our customers continue to get the service they deserve. This is a great episode with so much insight from one of the shining lights of our industry.
2022-11-2844 minThe Forum Meets...The Forum Meets...The ForumTo coincide with The Forums annual Community Conference. Chris, Dave and Phil sit down and have a chat amongst themselves. Looking back at their careers and the future of the industry.
2022-11-1621 minThe Forum Meets...The Forum Meets...Sarah Thompson'Do you want to be basic, or do you want to be the best?' - words to live by from Sarah Thompson Senior Planning & Insight lead Skipton Building Society
Alison sits down with Sarah in this great episode of 'The Forum Meets...' now available on our mobile app, website or wherever you get your podcasts
A fascinating conversation with a passionate member of our community.
2022-10-2813 minThe Forum Meets...The Forum Meets... Steph MarshallThis week Alison Conaghan has a chat with Stephanie Marshall who is Performance Manager Sainsbury's - this great episode explores Steph's love of the industry, her passion for data and the buzz she gets from seeing colleagues improve.
2022-10-1716 minThe Forum Meets...The Forum Meets...Nick LaneJoin Chris Rainsforth as he sits down with Nick Lane MD of Service BT Consumer Group. Many of you will know Nick, he is an award winner, an industry pioneer and was the 1st person to be made a Forum Fellow. Nick has had a diverse career and shares his love of the industry, people and development in this fascinating conversation. Sit back relax and enjoy.
2022-09-3048 minThe Forum Meets...The Forum Meets...Marie Eustacehe newest episode of The Forum Meets... is now available. Alison Conaghan sits down with Marie Eustace from Johnson Controls a valued member of our community, committed to learning and has aspirations to take over the world... A great listen enjoy!
2022-09-2215 minThe Forum Meets...The Forum Meets...Ivan SmithThis weeks episode of The Forum Meets… Chris Rainsforth sits down with Ivan Smith from Motability Operations. Ivan is a well known member of the Forum community, a multi award winner and Forum Fellow. In this episode we discuss how Ivan helped change the culture at MO, redefining quality assurance, the deployment of Knowledge Management and how feedback can be damaged. Ivan has so many great ideas and his approach to development and people is very inspiring. Grab a cuppa, sit back and have a watch or listen to a fascinating conversation.
2022-09-141h 08The Forum Meets...The Forum Meets...RSAIn this episode Alison Conaghan sits down with Jenny Hayes, Sarah Jubb and Diane Norton part of the award, winning Planning team at RSA. All three of these experienced planners have been part of the Forum community for many years and Jenny was recipient of the prestigious Forum Hero award at this year’s Forum Awards. We discuss careers, challenges and some top tips to get ahead in planning and contact centres in general.
2022-09-0720 minThe Forum Meets...The Forum Meets...Colin WhelanThis episode see Chris Rainsforth sit down with Contact Centre pioneer Colin Whelan. He is an accredited fellow of the Forum and has a wealth of experience within the industry. We talk careers, development and giving people the permission to learn.
2022-09-0248 min
The Forum Meets...The Forum Meets...Emma BotfieldIn this episode Chris Rainsforth sits down with Emma Botfield - Managing Director for UK & Ireland at RS Group. They discuss her career, the importance of learning and developing a learning culture. They also discuss the current state of the industry and what we need to be looking out for to ensure we are prepared.
2022-08-3044 min
Get Out of Wrap - Contact Centre Chat#117 Chris Rainsforth of The Forum chats about development, learning and much more.He's back where he belongs at The Forum and the record appearance holder as a guest on GOOW is back in sparkling form. Learning and development of Team Leaders feature heavily in this episode.
2022-06-2256 min
Get Out of Wrap - Contact Centre Chat#86 Helping Team Leaders be better emotionally intelligent leaders with Chris RainsforthHow do you become a more Emotionally Intelligent leader that leads with empathy ? In this episode myself and Chris discuss our experiences and offer some advice and tips.
2021-12-0138 min
Get Out of Wrap - Contact Centre Chat#63 Tips for Team Leaders with me & ChrisThe first of its kind on GOOW this is an episode solely dedicated to sharing tips and will be the start of some mid-week episodes. Joined by my mate & 5 time guest Chris Rainsforth we cover ten top tips for team leaders.
2021-05-2650 minGet Out of Wrap - Contact Centre Chat#58 A further chat with Chris Rainsforth from VerintA further chat with one of Get out of Wraps founder guests, long standing and t-shirt wearing supporters of all things GOOW - Chris Rainsforth.
Love chatting to this guy.
2021-04-3053 minGet Out of Wrap - Contact Centre Chat#45 Chris Rainsforth & I carry on chatting emotions, contact centres, lockdown, the future & racehorsesRecorded live with no editing & published the same day I carry on my series of chats with my good friend Chris Rainsforth.
2021-02-0150 minGet Out of Wrap - Contact Centre Chat#42 Chris Rainsforth & I go full Joe Rogan and chat for agesChris Rainsforth is Head of Operational Best Practice at Verint, previously at The Forum Chris knows his stuff about contact centres and featured on episode 3 and has been a massive part of & supporter of the podcast. We have become friends so we chat for ages, I didn't want to leave anything out as Chris is a really interesting guy. The first part is centred on contact centres and then in the second hour ( recorded a week later ) we chat politics, life, lockdown and some football I'm sure gets in.
Chris understands that the point of this podcast i...
2020-12-111h 40Get Out of Wrap - Contact Centre Chat#3 Chris Rainsforth shares his journey & thoughts on the industry he loves.Chris is Head of Operational Management Best Practice for Verint and previously was at The Forum for many years as the Community Development Manager. Many of you would have been at events and seen and heard Chris speak on a wide range of topics.
He has been in the industry for 20 years and shares his journey from part time agent as a student earning some beer money to where he is today.
He shares his passion and learnings about the Contact Centre industry and his desire to dispel some of the myths about it.
2019-05-1646 min