Shows
Get Out of Wrap - Contact Centre Chat#242 - Sam Sanford - Writer & Performer of 'I Love my Job*'In this episode of Get Out of Wrap, Martin talks with Sam Sanford — writer, performer and former contact centre worker — whose acclaimed interactive show I Love My Job (with an asterisk!) shines a spotlight on the fascinating, funny, and deeply human world of customer service.Sam’s one-person play mixes comedy, theatre and audience interaction to explore what it really means to “communicate authentically” in a world of scripts, KPIs and AI. Drawing on her own time in call centres, she shares hilarious and heartfelt stories about the conversations we have — and the ones we wish we could.Expe...
2025-10-3153 minGet Out of Wrap - Contact Centre Chat#241 - Lewis Parkin of AlvariaAt just 20 years old, Lewis Parkin is proving that age is no barrier to impact in the contact centre world.Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer accounts across the UK and Ireland. His story is a brilliant example of curiosity, attitude, and the power of saying yes.In this episode, host Martin Teasdale chats with Lewis about:How he entered the contact centre industry straight from collegeThe perceptions young people have a...
2025-10-2434 minGet Out of Wrap - Contact Centre Chat#239 - Danny Wareham - author of ConstellationsA New Way to Lead: Danny Wareham on “Constellations” and Culture as the True Leader.In this episode of Get Out of Wrap, Martin Teasdale sits down with Danny Wareham, author of Constellations and founder of Firgun, to explore a revolutionary new way of looking at leadership.After nearly two decades in corporate life, Danny took redundancy and embarked on a master’s-level journey into organisational psychology — a path that led to Constellations, a book redefining what leadership really means.Danny shares the thinking behind his four-year research project: that leadership isn’t about a singl...
2025-10-1545 minGet Out of Wrap - Contact Centre Chat#237 – Phil Jude of Alvaria on Proactive Customer ContactIn this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy.Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:The evolution of outbound into proactive engagement.Using data and AI to deliver outreach that prevents problems before they happen.Why compliance and regulation are essential foundations.How proactive contact drives l...
2025-10-0342 minGet 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#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of NextivaIn this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:Why many organisations are still struggling with the same customer service challenges they faced decades ago.The role of AI in customer experience—its potential, the hype, and the reality.How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.The importanc...
2025-09-1237 minGet Out of Wrap - Contact Centre Chat#233 - Get Out of Wrap TV - ep.105In this episode, Martin kicks off September with an interactive live discussion packed with insight, humour, and community spirit.We start by sharing what’s on everyone’s bucket list — from swimming with great white sharks to playing football on Copacabana Beach — before diving into today’s big industry question:👉 Customers want quick resolutions and short wait times. So why is it still so hard for contact centres to deliver this?Together with the live audience, we explore:The role of planning, training, and empowering frontline teamsWhy agent autonomy can mak...
2025-09-0332 minGet Out of Wrap - Contact Centre Chat#231 - Kevin McGachy of Sabio on Agentic AIIn this episode of Get Out of Wrap, Martin sits down with Kevin McGachy, Head of AI Solutions at Sabio, to unpack one of the hottest topics in the industry right now – Agentic AI.Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and agentic AI. We explore what’s actually happening in real-world deployments, where organisations are seeing the most value today, and what the future of AI-powered service might look like.Expect insights on:Why text-ba...
2025-08-2240 minGet Out of Wrap - Contact Centre Chat#229 Inside The Team Leader Community™ - Building a movement for contact centre Team LeadersIn this heartfelt solo episode of Get Out of Wrap, host Martin Teasdale shares the full story behind The Team Leader Community™ , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders.Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how the community now supports over 600 members from across the globe.You'll hear:The origin story (including Martin’s “magic weekend”)The vision behind the communityWhat spaces exist and h...
2025-07-1828 minGet Out of Wrap - Contact Centre Chat#227 - Steve Powell & The New Era of Outbound: Why Proactive Customer Contact Is the Future of CX🎙 In episode #227, Martin is joined by Steve Powell of Alvaria CX to explore why proactive customer engagement is having a major comeback—and what it means for your contact centre.Learn how Alvaria’s Outreach IQ framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight on how to move from reactive support to strategic outreach—and why customers are asking for it.Key takeaways:Why reactive CX is brokenWhat “Outreach IQ” really meansThe truth about outbound compliance and trustHow top-tier com...
2025-06-1338 minGet Out of Wrap - Contact Centre Chat#225 - The People Puzzle with Lee HoughtonIn episode 225 of Get Out of Wrap, Martin welcomes back the inspiring Lee Houghton — this time to talk about The People Puzzle, his Amazon #1 bestselling book.Lee shares the candid behind-the-scenes journey of writing a leadership book designed not just to be read, but worked through. From the original “Leadership Cheat Code” concept to evolving into four core puzzle pieces — Alignment, Relationships, Feelings, and Leadership — this episode is packed with value for leaders at every level.We talk acronyms, Aristotle, safe spaces, and how real growth comes from reflection and feedback.🎧 Tune in for a heartfelt...
2025-05-0947 minGet Out of Wrap - Contact Centre Chat#221 - Get Out of Wrap TV - What areas of our contact centres will undergo the most change in the next five years?In this engaging episode of Get Out of Wrap TV, host Martin Teasdale leads a thought-provoking discussion on the future of contact centres, exploring the rapid changes shaping the industry. The episode features lively audience participation and expert insights into how technology, workforce dynamics, and customer expectations are evolving.One of the standout moments in the show comes when Martin poses a crucial question to the audience and industry professionals:🟢 “What areas of our contact centres will undergo the most change in the next five years?”This sparked a dynamic conversation, with insightful contributio...
2025-03-2140 min
WFM Unfiltered | Workforce Management PodcastThe Rift between WFM and Team Leads | Martin TeasdaleMessage the show!Team leaders and WFM professionals—why does it always feel like you're speaking different languages? In this episode of WFM Unfiltered, we’re tackling the age-old battle between workforce management and team leaders. And who better to break it down than Martin Teasdale—contact center veteran, founder of the Team Leader Community, and host of Get Out of Wrap.With over 25 years in the industry, Martin has dedicated his career to supporting and elevating team leaders, and today, he’s here to expose the root cau...
2025-03-1858 minGet Out of Wrap - Contact Centre Chat#217 - Get Out of Wrap TV - why are customer satisfaction scores still low ?In this episode of Get Out of Wrap TV, Martin Teasdale dives into a critical conversation about the state of customer satisfaction in today's contact centres. With cutting-edge technology and more CX experts than ever, why aren’t satisfaction levels rising? The discussion sparks insightful comments from industry professionals, highlighting the balance between tech and people, the need for real customer and employee voices at the decision-making table, and how businesses should prioritise customer experience over cost-cutting.Beyond the serious topics, the episode also brings a sense of community, with engaging conversations about dai...
2025-02-1836 min
Punk CX: Customer Experience Insights with Adrian SwinscoeThe majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed CreaseyToday’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key messages for team leaders and contact centre leaders and directors.
This in...
2025-01-2553 min
Working Smarter: Presented by CalabrioMartin Teasdale of Get Out of Wrap - Contact Centre or Contact Center?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.
2024-12-1754 minGet Out of Wrap - Contact Centre Chat#210 - Dan Cohen of Nespresso and a leap into the unknown🚀 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 their logistics. 🌍📦
Why should you listen?
Leadership beyond expertise: Dan shares how being “authentically vulnerable” as a leader helped him succeed in a completely new field.
Lessons from contact centres: Discover how the customer-centric skills honed in contact cent...
2024-12-1337 minGet Out of Wrap - Contact Centre Chat#208 Ed Creasey of Calabrio on our joint research piece - The Voice of the Agent📊 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 extensive research into the voice of the agent.
Why should you listen?
Discover what agents value most: From job satisfaction to steady income and team culture, hear what matters most to agents today.
Uncover opportunities for improvement: Learn where contact centr...
2024-11-2145 minGet Out of Wrap - Contact Centre Chat#207 Clayton Trotsky & The Future Leaders ClubWhat 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: Clayton shares how the right guidance can transform hesitant leaders into confident decision-makers.
Learn about the Future Leaders Club: An exclusive program designed to help rising stars in contact centers unlock their potential and take on bigger c...
2024-11-1540 minGet Out of Wrap - Contact Centre Chat#206 - Kerry Sudale on the Candidate Experience in Recruitment🔍 **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 process more human.
**Why should you listen?**
- **See beyond the resume:** Kerry emphasizes the importance of understanding a candidate's story, values, and motivations—not just qualifications.
- **Insights into authentic...
2024-11-0154 minGet Out of Wrap - Contact Centre Chat#204 - Get out of Wrap TV ft. Garry GormleyIn 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 conversational analytics in improving agent performance, even for centers without advanced tools. He discusses how analyzing everyday customer-agent interactions can reveal insights, such as key phrases, sentiment, and tone, to identify improvement areas.
2024-10-2541 minGet Out of Wrap - Contact Centre Chat#202 - Sarah Hunt of DDC Os - lndustry LegendIn 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.
Key takeaways for listeners include:
Industry Evolution: Sarah talks about how the contact center industry has evolved, particularly with the rise of new technologies like AI and automation. She highlights the shift toward more complex roles and smaller, specialized...
2024-10-1136 min
Get Out of Wrap - Contact Centre Chat#118 Martin Anderson of LemonWhy is it called Lemon ? What have you learnt building a business over the last 20 years ? What was your background ? What advice would you have for young people in Business studies now ?
Martin Anderson C0-Founder and CEO of Lemon answers these questions and many more whilst sharing great stories and information about the awesome work done at Lemon.
Loved chatting to Martin - he is an inspirational guy and I learnt a lot - I'm sure you will too.
2022-06-2453 minGet Out of Wrap - Contact Centre Chat#110 Naomi & Martin talk about Mental FitnessNaomi Horne & Martin Pemberton talk about Mental Fitness and how to feel more confident, resilient, and energised to handle everyday situations in a more positive way.
A GOOW first with a couple coming on - I loved chatting to Naomi & previous guest Martin. They are awesome humans and have just started their own radio show. if you are not already I would suggest connecting with both on Linkedin.
2022-05-1156 min
Quality Perks - Call Center & Coffee ChatsS1 Ep4 Quality Perks - Coffee & Quality Chat with Martin Teasdale March 22, 2022Send us a textSummaryIn this episode titled "Quality Perks - Coffee & Quality Chat," Martin Teasdale, Senior Director of Quality Experience at BPA Quality, discusses his podcast, "Get Out of Rap," which recently celebrated its 100th episode. The podcast is the first in the UK dedicated to the contact center industry and has received acclaim with a 4.8-star rating on Apple and frequent placement in the top 200 business charts for podcasts. Martin reflects on the key takeaways from his guests, highlighting the importance of a growth mindset, inquisitiveness, and the collaborative nature of...
2022-03-2220 min
Get Out of Wrap - Contact Centre Chat#81 Mindset with Martin & ChrisBeing a customer facing team member in our industry is tough, on this podcast we talk about mindset and the factors that are important in helping your agents get and keep the right one.
2021-10-2040 min
Get Out of Wrap - Contact Centre Chat#76 Martin Pemberton - Professional footballer for a decade talks football and Just 1 to 11Martin Pemberton worked hard to live alot of peoples dream for a decade - he was a professional footballer. This career was ended by injury and Martin suffered until he created Just 1 to 11. In a funny, heart warming, real and authentic episode Martin shares his lifes journey and how Just 1 to 11 saved him.
2021-08-201h 24
Get Out of Wrap - Contact Centre Chat#71 Jimmy Hosang CEO of The Modular Analytics CompanyJimmy Hosang is the CEO of The Modular Analytics Company and he brings the authenticity and engagement you'd expect from that company to this podcast. I loved chatting to Jimmy and found him inspirational as he talked about his journey and his ethos. We also talked about the digitisation of the contact centre and how Jimmy is passionate about people development and their use in contact centres.
2021-07-161h 08
Get Out of Wrap - Contact Centre Chat#70 Mark Turner & The Race to the StonesMark Turner is an Operations SME and currently heads up the multi-lingual operation at BPA Quality. He also takes on the task of leading a yearly physical challenge to raise money for charity. The last few years have seen people from BPA complete the 3 Peaks challenge and this year despite Covid is no different with the team taking on the 100km challenge that is the Race to the Stones. In a laughter filled episode Mark shares tips and why you should be organising something for your contact centre.
2021-07-0947 min
Get Out of Wrap - Contact Centre Chat#69 Rob WilkinsonRob Wilkinson is very well known in the industry. He has judged at customer experience awards, spoken at business forums, provided content as a subject expert and been twice voted in Call centre Helpers ‘Top 10 Most respected’. Rob shares his journey, top tips and his passions.
2021-07-021h 16
Business Problems Solved PodcastHow To Be The Best Point Of Contact - with Martin TeasdaleThis week, Lee talks to fellow podcaster, Martin Teasdale, the voice behind the Get Out Of Wrap podcast and one of the most experienced contact centre operators ever, about the background in life that gave him the skills to strike up an instant rapport, the power of "JFDI", and what really goes on behind that voice on the end of the line... KEY TAKEAWAYS The military lifestyle, of constantly being on the move and making new friends, while often seen as a negative, actually instilled in Martin the gift of being able to quickly strike up...
2021-06-2845 min
Get Out of Wrap - Contact Centre Chat#68 Incentives and Games with ChrisIn another episode dedicated to sharing tips and advice - this topic is one close to our hearts as Operations people and that is Incentives and Games in the Contact Centre
2021-06-2545 min
Get Out of Wrap - Contact Centre Chat#67 Nik McEwan on for number 4 - love our chatsNik and I have developed a real friendship from Linkedin and these podcasts. Nik is the founder of Winning Bid Ltd and we talk about his business, his latest charity work and we chat about society - love this future Nicaraguan president like a brother.
2021-06-1151 min
Get Out of Wrap - Contact Centre Chat#66 Pete Dunn shares tips on ScorecardsPete Dunn is an expert on QA in Contact Centres and in today's episode on sharing top tips we talk Scorecards. Get this vital part of QA right. As we're mates we have a laugh too.
2021-06-0947 min
Get Out of Wrap - Contact Centre Chat#65 Daniel M Steven & all things wellbeingDaniel is the The Executive Health Coach and runs a very succesful business helping executives lose weight, become healthy and happy. His method is fully holistic and if you want to be the best version of yourself this is the episode for you.
2021-06-0445 min
Get Out of Wrap - Contact Centre Chat#64 GOOW - Mark Conway founder of CCPWell known in the industry Mark Conway is the founder of CCP recruitment. In this episode Mark talks about his journey and how contact centres changed his life, recruiting in our industry, setting his own business up, the last crazy year and also top tips for job seekers. Great to chat to Mark and it gave me real hope for the future. Plus Mark is a fellow Spurs fan so some football chat slips in ! COYS
2021-05-2842 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 min
Get Out of Wrap - Contact Centre Chat#62 Sarah Hunt of the CCMASarah Hunt is well known in the industry and a real all round SME in Contact Centres. Sarah talks about her career in contact centres, her role at the CCMA, her views on what the future has in store for our industry and we talk about a subject that Sarah is passionate about and that is the menopause. A subject that needs more discussion and air time. Sarah is great - always engaging and very informative - a great episode.
2021-05-2138 min
Get Out of Wrap - Contact Centre Chat#61 Pete Dunn talks mental healthPete Dunn is a great advocate of mental health and I have benefited personally from being his friend and hearing him talk on this subject so as mental health awareness week comes to an end Pete talks about his own experiences and we both share resources and thoughts.The app Pete mentioned is called reachout worrytime – you stick your worries in a vault type area, then revisit them later when you can unpack them properly - https://au.reachout.com/tools-and-apps/reachout-worrytimeThe CBT process Pete uses to challenge his thinking is court case -https://www.getselfhelp.co.uk...
2021-05-1447 minGet Out of Wrap - Contact Centre Chat#60 Stuart Dorman from Sabio talks AIStuart Dorman is the Chief Innovation Officer at Sabio and a few weeks ago we talked on this podcast about some elements of technology in the contact centre but today wanted to focus on AI.
I found chatting to Stuart illuminating and informative and hope you do too.
Linked sites mentioned on the podcast;
Free Imposter syndrome course https://members.nowisyourtimeto.com/a/2147487031/rLCfhTVt
Naomi House - Jacks Place Childrens Hospice - https://www.justgiving.com/fundraising/getoutofwrap-martin-teasdale
2021-05-1247 minGet Out of Wrap - Contact Centre Chat#59 Mia two years on.....To mark this podcast being two years old I finally got Mia to come on again (after her being the star of the podcast according to Ann-Marie Stagg) on episode 1 - this short bonus episode was recorded by Mia on my phone.
Normal service to be resumed next week for the real episode 60....
2021-05-0702 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#57 Lee Houghton - 3 Life LessonsIn a powerful episode, one that was a privilege to be part of, hear from Lee Houghton - Business Improvement Coach at Get Knowledge.
Lee shares the incredibly powerful story about the tragic death of his best friend and the three life lessons his mate shared with him.
Lee lives his life by these lessons and brings them to life in his work with contact centres too.
I really hope you enjoy this episode.
2021-04-1651 minGet Out of Wrap - Contact Centre Chat#56 Stuart Dorman - Chief Innovation Officer @ SabioStuart is well known in our industry and, like me, you have probably enjoyed him speaking at an event. Stuart is an SME and is very forward thinking - we have a great chat about a couple of topics that I think you will all find very interesting.
The role of the contact centre in the new normal.
New ways of working in the contact centre – learning from digital.
We'll be getting together again as we had loads of topics we still want to cover - stay tuned and subscribe so you don't mi...
2021-04-1336 minGet Out of Wrap - Contact Centre Chat#55 Yvette Renda & Helen Manahan of BPA Quality talk Training & CoachingToday I am joined by two experts and all round awesome humans Yvette Renda and Helen Beaumont Manahan who join me to chat about training and coaching in a hybrid virtual / in person world. Yvette and Helen cover...
Coaching/Managing in a hybrid environment – tips for coaches/managers juggling virtual and in person support as some staff return to the office
Realities of virtual learning – key benefits and tips to avoid possible pitfalls
A great and helpful chat !
2021-04-0849 minGet Out of Wrap - Contact Centre Chat#54 Hat trick appearance of Nik McEwan - Founder of Winning Bid Ltd - Linkedin phenomenon & future president of NicaraguaThis is the Hat trick appearance of Nik McEwan - Founder of Winning Bid Ltd - Linkedin phenomenon & future president of Nicaragua (you'll have to have listened to the others to get that final reference)
Love chatting to Nik - we dont always agree but I consider him a friend and I value him a lot. Nik reflects on the last year and we talk about some of the hot topics.
As always Nik is interesting and well worth a listen / follow on Linkedin.
2021-03-3053 minGet Out of Wrap - Contact Centre Chat#53 Franck Saint-Etienne Global WFM Process Lead @ UberFranck Sait-Etienne is the Global WFM Process Lead @ Uber and joins me from Amsterdam for this episode of Get Out of Wrap.
We talk about Franck's journey from Arvato, to Booking.com and then Uber.
We talk about why WFM, what challenges the pandemic has bought, some WFM best practice and whats in store for the future of WFM.
Franck is a great person to have on as the podcasts first International guest !
2021-03-2646 minGet Out of Wrap - Contact Centre Chat#52 CVP Charmaine Vallance-Poole - Head of UK & International Customer Experience at Holland & BarrettMy first guest that is known by an abbreviation CVP ! I met Charmaine many years ago and have always been impressed by her and know you will be too. A well known person in our industry and rightly so CVP talks about her career to date, the lessons she learnt and the importance of having fun and laughing at work.
She tells us about the exciting things happening at H&B and gives her views on the industry.
Oh and we both mad Tottenham FC fans so we talk about Spurs as well - sorry !
2021-03-1940 minGet Out of Wrap - Contact Centre Chat#51 Practical steps on how men can make women feel safe in public.Forgive this departure from contact centre chat but I wanted to use the medium of the podcast to share some tips on how men can make women feel safe in public. In the wake of the terrible news about Sarah Everard a group in Clapham called # reclaim these streets' wrote;
'We believe that streets should be safe for women, regardless of what you wear, where you live or what time of day or night it is. We shouldn't have to wear bright colours when we walk home and clutch our keys in our fists to feel safe...
2021-03-1210 minGet Out of Wrap - Contact Centre Chat#50th episode! I mark this milestone by speaking to Lucy Gray of Naomi House - Jacks Place - Childrens HospiceThank you so much for supporting me all the way to 50 episodes.
Who'd have thought a niche home grown podcast about contact centres would have got here - thank you all for listening.
I wanted to mark this special occasion by talking to Lucy Gray who is a regional fundraiser for Naomi House - Jacks Place - children's hospice that offers specialised care for children with life limiting illnesses and their families.
The work they do is amazing and Lucy talks about that and also all the opportunities you have to get involved.
2021-03-1042 minGet Out of Wrap - Contact Centre Chat#49 Trevor Butterworth - CEO of The UK Contact Centre Forum talks Mental HealthTrevor joins me again to share the findings and tips picked up by the CCF on the important topic of mental health. Thanks for coming on and talking about such a vital topic Trevor especially at the moment.
2021-02-2228 minGet Out of Wrap - Contact Centre Chat#48 Rula Samara of Hitachi Capital (UK) - Winner of the Contact Centre Manager of the Year awardRula Samara - Contact Centre Manager at Hitachi Capital (UK) is a brilliant guest, a brilliant example of what good looks like in our industry and a brilliant person.
Rula is the Gold Award Winner for the CCMA 2020 Contact Centre Manager of the Year - Large Team and was Highly Commended in the 2019 Women In Credit Awards for Team Leader of the Year - Large Team.
Rula talks about her career in contact centres , her love of the industry and a story that shows her dedication to it that I defy anyone not to be amazed at !
Rula also talks a...
2021-02-1949 minGet Out of Wrap - Contact Centre Chat#47 Training in Contact Centres with Sophia Jakeman & Helen ManahanIn this episode we cover Training in contact centres. I am lucky enough to be joined by Sophia Jakeman and Helen Manahan - experts in their fields, we talk about;
How has the pandemic changed training and peoples views on it ?
How is it being delivered and what best practice tips would you share?
We also spend some time talking about a key topic that is proving to be very popular at the moment - Vulnerable customers.
We also talk about the added benefits Sophia and Helen have seen in terms o...
2021-02-1249 minGet Out of Wrap - Contact Centre Chat#46 Jackie Pringle - Director of Awards - CCMAJackie Pringle of the CCMA talks about the UK National Contact Centre Awards and the importance of recognising people during this difficult time and the positive emotional impact of getting involved.
Jackie gives loads of examples of the positive impact of being involved – both for contact centre professionals and also the judges.
As well as reflecting on the engagement and impact of last year’s programme we also talk about thisyears’ programme, the new categories and the Head Judges.
If you are thinking of entering or want to know more about these awards this is...
2021-02-0537 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#44 Stephen Yap - Research Director for the CCMAStephen Yap is the Research Director at the CCMA ( Call Centre Management Association ) and you might have , like me, enjoyed his presentation at this years conference where Stephen shared the output of the research into our industry and the future.
On our episode today Stephen covers the perception of contact centres, what is insight ?, CX , Operations and how important contact centres are and are going to be in delivering CX in 2021.
Thanks Stephen !
2021-01-0847 minGet Out of Wrap - Contact Centre Chat#43 Ben Page - Chief Executive of Ipsos - MoriMore used to being on the BBC than a homemade podcast Ben Page joins me on Get out of Wrap to talk about the work of Ipsos, 2020 and 2021 and what we should be thinking about based on all the research Ipsos do.
Ben is the CEO of Ipsos-Mori and has worked there since 1987 following graduating from St.John's College, Oxford University , he has provided the services and consulted for governments and the media as well as the private sector.
Ben and Ipsos are real supporters of our industry having spoken at the National Contact Centre Conference many times.
A real...
2020-12-1852 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#41 Katy Forsyth - Co-Founder & Director of Red RecruitmentKaty Forsyth has been in the contact centre world since University and after 5 years working for a recruiter she set up her own business Red recruitment with the concept of integrity at its heart.
Chatting to Katy was like talking to an old friend, we talked about the research her teams conducted into the contact centre industry that had some fascinating insights and also about her views on the state of recruitment industry and processes in the contact centre world.
Thanks Katy for coming on.
2020-12-0844 minGet Out of Wrap - Contact Centre Chat#40 Judith Yates - HR DirectorJudith recently spoke at the National Contact Centre conference about the work her and the team have done at BPA Quality to ensure the well being of the team is maintained during this challenging year, Jude shares her tips in this important area.
Jude also talks to us candidly about her journey and also bravely talks about personal tragedy and its impact.
Having worked with Jude for over 5 years I still learnt something new and that highlights the importance of really connecting and listening to the people we work with.
2020-12-0449 minGet Out of Wrap - Contact Centre Chat#39 Nathan Simmonds talks Coaching, Mindset and LeadershipNathan Simmonds is a Leadership Coach & Trainer and expert in Leadership skills and coaching. Nathan has worked across a variety of industries across multiple continents and has a multi-cultural understanding of leadership and what good and bad looks like.
He shares one great tips and this episode will be really useful to all levels in your organisation - a real pleasure to spend time with Nathan.
2020-11-2753 minGet Out of Wrap - Contact Centre Chat#38 Martin Hill-Wilson on Emotive CX and a range of other topics.If you've attended an event in our industry I bet Martin was one of the speakers.
A seminal figure and thought leader in our industry.
I was lucky enough to sit with Martin and talk about Emotive CX and a range of other topics including the future of our industry. A person who needs no introduction this is a must listen episode if you are interested in the contact centre industry.
2020-11-2054 minGet Out of Wrap - Contact Centre Chat#37 A weekly update and an announcement about Get out of WrapHi Everyone, thanks for listening. In this episode I talk about what I have been up to last week , preview the next guests and highlight a job seeker.
Then I announce a charity partnership between Get out of Wrap and Naomi House/ Jacksplace.
Naomi House & Jacksplace hospices provide expert hospice care to more than 525 life limited and life threatened children, young adults and their extended families from Hampshire, Wiltshire, Dorset, Berkshire, West Sussex, Surrey and the Isle of Wight.
When a child or young adult is diagnosed with a life limiting condition, Naomi Ho...
2020-11-1311 minGet Out of Wrap - Contact Centre Chat#36 Nik McEwan - Charity Expedition Leader, Bid Writer, Outdoor adventurer, Linkedin personality is backNik and I first spoke in May 2019 after his solo walk to Edinburgh that raised awareness and thousands of £ for Shelter. A lot has happened since then for Nik. He brings me up to date on what he's been up to, we chat about his charity work in Uganda, his approach to Linkedin , a day in the life of Nik, mental health and more.
It's been a journey with Nik, we disagreed on points in the past but Nik is authentic and always seeks to understand and that has led to , in his own words, him evolving.
I'm glad to kno...
2020-11-061h 17Get Out of Wrap - Contact Centre Chat#35 Leigh Hopwood CEO of the CCMA chats about the future of the CCMA, awards, sharing best practice and the contact centre industry.Leigh Hopwood CEO of the CCMA chats about the future of the CCMA, awards, sharing best practice and the contact centre industry. Leigh lists the must attend events coming up including the National Conference. She shares her insight into the industry now and in the future. if you are interested in contact centres or in the industry this is a must listen.
2020-10-2839 minGet Out of Wrap - Contact Centre Chat#34 Helen Manahan's hat trick appearanceI am lucky enough to work with Helen and she really is an SME in the world of contact centre quality assurance and training. She has been on Get out of wrap twice before and I'm sure you'll be pleased to know this episode is no different to the previous two in that Helen is very insightful and engaging. She talks about CX, CSAT, NPS and where QA sits in a holistic view of customer experience, the impact of the changes this year to QA and customer experience and as is our want we journey into some random conversations...
2020-10-0937 min
The CueClub PodcastSnooker Player - Martin O'DonnellThis week's guest is Snooker's world number 34, Martin O'Donnell.Martin has been on the tour for years and enjoyed a breakthrough season in 2018 reaching the semi-final of the shootout and the quarter-finals at the China, International and U.K. Championships. Join us to hear Martin talk about lock down, how much being a dad has changed his focus and how he spent 2 years getting tortured off Martin Gould.
2020-09-0652 minGet Out of Wrap - Contact Centre Chat#33 Nicola Callan talks about Coaching & People Development in Contact Centres.Nicola Callan has spent her entire career in and around customer operations and contact centres. In this episode, she shares how a pivotal moment 20 years ago helped to shape her career path and how that has most recently led her to set up her own company so she can do even more of the work she loves. Talking about all things coaching; what it is, what it isn’t, how it empowers others and how to develop your coaching skills, this episode is packed full of hints, tips, advice and insight from the start.
2020-08-0752 minGet Out of Wrap - Contact Centre Chat#32 Marianne Rutz talks about her own career & life & shares her tips on the values of people first leadershipMarianne Rutz is an Operational Excellence expert for corporate multi-lingual contact centres, a podcaster and a speaker.
Her passion for contact centres is evident and Marianne has an excellent podcast of her own called the Operational Excellence Show ( on all podcast platforms) and is an inspirational person to spend time with.
As well as sharing her career journey that includes Hertz, Paypal and leading outsourcing operations globally for thousands of FTE Marianne also talks openly & candidly about dealing with cancer.
A real role model for our industry and a great guest to have on.
2020-07-1746 minGet Out of Wrap - Contact Centre Chat#31 Trevor Butterworth founder & CEO of the UK Contact Centre Forum shares their recent Homeworking survey results.Trevor Butterworth is a prominent figure in our industry and as Founder & CEO of the UK Contact Centre Forum has over 20 years experience of interacting with all the forum's members so brings a wealth of experience and know how of our industry to the podcast.
Today we chat about various topics including a recent piece of research the forum have conducted that is very relevant in today's times and that is homeworking.
2020-07-1041 minGet Out of Wrap - Contact Centre Chat#30 Sham Aziz - Head of CS for Selfridges is back !On his 2nd appearance my friend Sham talks about Lockdown adjustment and leveraging the situation to drive quicker decisions and the CS proposition in general.
He also talks about Fortnite - gaming and CS.
We finally cover diversity and inclusion and the recent BLM protests.
An emotional episode for sure but enjoyable and hope you enjoy listening.
2020-07-0355 minGet Out of Wrap - Contact Centre Chat#29 Chatting with Jerry Lyons - Director at Omnes HealthcareJerry Lyons is Director at Omnes Healthcare Operations Centre and in this episode we chat about his journey in outsourcing, whose influenced his career and why, his leadership tips and his career in football coaching. It's a fascinating journey with lots of helpful take-aways - hope you enjoy listening.
2020-06-2655 minGet Out of Wrap - Contact Centre Chat#28 Chatting to Janine Lee who shares great career adviceJanine Lee had a very different route to contact centres and started her career as a chef, this lasted for 12 year’s and Janine still loves to cook to this day!
A desire to help others led to contact centres and Janine started at RSA Insurance & over 16 years held a variety of customer service and senior leadership roles. The leadership roles spanned sales and service teams across direct to consumer and business to business functions and multi site, in addition to resource planning teams too
The latter part of her career took Janine into change and project roles, which is when...
2020-06-1951 minGet Out of Wrap - Contact Centre Chat#27 Just some ramblingWith 3 recordings next week I thought I'd make sure there is an episode out this week just with a few things from me. There's a thanks to Anne-Marie Stagg who announced her retirement this week. A recommendation to check out two people doing great things in our industry and finally highlighting some job seekers from my network.
2020-06-1110 minGet Out of Wrap - Contact Centre Chat#26 Pete Dunn talks about contact selection for your QA activityPete Dunn has a wealth of experience and knowledge of QA and shares his tips here. Pete has worked at The Forum, N-Power and now BPA Quality and in this short episode shares his thoughts on selecting the right contacts for your QA activity. Recorded a couple of days before Pete & Stephanie welcomed to the world their son Flynn - congratulations to you both !
2020-06-0524 minGet Out of Wrap - Contact Centre Chat#25 Chatting with Donna Elliott & Cheryl Lee of ‘Now is your time’.After leading large contact centre operations best friends & soul sisters Donna Elliott & Cheryl Lee set up Now is your time. They are on a mission to empower female leaders tackle self belief & imposter syndrome and achieve success & true happiness.
2020-05-2947 minGet Out of Wrap - Contact Centre Chat#24 Chatting with Phil Kitchen of The Contact Centre PanelPhil Kitchen is Director at CCP ( The Contact Centre Panel) and has over 30 years experience in the industry. He talks about his journey and shares tips plus talks about the work and ethos of CCP. He also shares his thoughts on the world of outsourcing, referencing the current crisis, we cover homeworking, clients views, On shore or off shore, automation and the future of outsourcing.
2020-05-2637 minGet Out of Wrap - Contact Centre Chat#23 Chatting with John Devlin the co-founder & CEO of AscensosWith contact centres in England, Scotland, The Netherlands & România Ascensos are an award winning outsourcer, we hear from their Co-founder & CEO John Devlin. We chat about his 20years in the industry, he shares advice & tips, we talk about how Ascensos moved to a home working model due to the corona virus crisis and John shares his vision for the future.
2020-05-1522 minGet Out of Wrap - Contact Centre Chat#22 Chatting with Dino Forte - CEO of VentricaFor the start of Season 2 of GOOW I am joined by Dino Forte the CEO of Ventrica. We talk about his journey, what it means to be a ‘Ventrican’ and how he & his team moved 800 people home to still operate in this crisis, Dino also shares his personal experience of having & thankfully recovering from Covid-19.
2020-05-0840 minGet Out of Wrap - Contact Centre Chat#21 The team behind the ECCCSA’s talk about the awards process and the night itself.Last week 1300 people gathered in London to celebrate the winners in 32 categories at the biggest awards ceremony the customer contact industry has ever seen. In a #GOOW first this group recording features a chat with the people behind the awards - Ann-Marie Stagg, Leigh Hopwood and Jackie Pringle.
2019-12-051h 17Get Out of Wrap - Contact Centre Chat#20 Catherine Lindsay - Head of Customer Experience at Hitachi Capital ( UK )Catherine Lindsay is an award winning Customer Experience leader with 21 years experience in this field. Currently Head of Customer Experience at Hitachi Capital Catherine was previously Director of Customer Experience at Hermes. A real SME Catherine has recently been a judge both at the ECCCSA awards and also the CX awards. She talks to me about her career, her outlook on work, post natal depression, the three awards she’s won, judging at awards & the benefits of flexible working and looking after your teams. We also chat about Catherines love of headsets & soup :)) An inspiring chat with a great leader.
2019-11-151h 21Get Out of Wrap - Contact Centre Chat#19 Faye Herring talks Resource planning including covering questions from listeners.With 10+ yrs in managing Resource planning teams Faye has great skills and experience leading teams in a multi-channel, multi-lingual and multiple location environment. Faye leads a team of 9 Real time analysts responsible for 2000 FTE for SSE. We talk about resource planning challenges, best practice, answer listeners questions & talk about Faye’s own career.
2019-10-251h 15Get Out of Wrap - Contact Centre Chat#18 Mark Healey talks training, his journey from agent to training SME, change and much much more.With extensive experience in training and leading change in contact centres in the UK and offshore Mark is a unique talent.
Great fun to be around and with clear opinions on getting the best from training for contact centre teams Mark is someone whose opinion is definitely worth listening to.
I've been lucky to work with Mark in the past and those who have like me have always like to hear from him.
We had a lot of fun recording this & I really hope you like listening to.
2019-10-181h 31Get Out of Wrap - Contact Centre Chat#17 Helen Beaumont Manahan & understanding cultural nuance in QA.A Get out of Wrap first with Helen back on the podcast for the second time. Helen is the EMEA Quality Solutions & CX Manager for BPA Quality and is an expert on improving human interactions and quality monitoring.
Working on multi-lingual projects for global brands and herself a fluent French speaker has seen Helen develop a real passion for understanding cultural nuance which she covers in this episode along with high and low context.
She covers what cultural nuance is and examples of cultural considerations on a multilingual project.
The differences between tone in text and speech & amongst much more t...
2019-10-1144 minGet Out of Wrap - Contact Centre Chat#16 James Revell - General Manager at Air France - KLMJames is a multiple award winning leader at Air France - KLM where he has worked for 21 years, the last 4.5 years as General Manager.
You may have heard James last year as he delivered a key note speech at the National Contact Centre Conference.
At Air France - KLM as well as leading the contact centre operations James recently has overseen a successful transformation programme which entailed leading the operational merger of two similar centres to achieve an integrated working methodology for Europe.
As well as covering some of the details of how h...
2019-09-201h 23Get Out of Wrap - Contact Centre Chat#15 Sham Aziz - Head of Customer Services at SelfridgesI really enjoyed chatting to Sham Aziz who is Head of Customer Service at Selfridges.
Sham covers his 17 year journey in delivering in contact centre operating models and working in and leading the customer service and contact centre teams for some great companies.
In an enjoyable chat we also talk about;
Culture
Advisor motivation & performance
work / life balance
People being themselves
Lessons learnt
Delivering customer service & focusing on team members
The importance of mentors and key people in your career
Also mentioned are faxes and dad jokes :)
2019-09-0654 minGet Out of Wrap - Contact Centre Chat#14 Helen Ginman chats about wellbeing & mental health in Contact Centres.After working with contact centres for 14 years, most recently as Senior Director of Operations, Helen started her own business working with organisations to promote positive mental health & wellbeing, to transform environments within the workplace to prevent poor mental health and better support those who do struggle.
In this episode, amongst other things we discuss;
key triggers within contact centres that are often present and can contribute to poor mental health.
the challenges for contact centres and tips on how to encourage positive wellbeing for all
what are the common mental health challenges that leaders may see
how leaders can help th...
2019-08-2353 minGet Out of Wrap - Contact Centre Chat#13 Guest host Rachel Goddard takes the reins of GOOW & turns the tables.For this 13th episode of the podcast a key guest, contributor and supporter of the podcast Rachel Goddard had an idea. (Matt Bourke and Helen Beaumont Manahan - also guests & key contributors also suggested this).
The idea was to turn the table and microphone on me.
Thinking 'don't ask someone to do something you are not prepared to do yourself' I agreed.
I can now say it is more nerve wracking being the guest than hosting.
Despite the nerves I really enjoyed our chat and hope you do too - we cover;
Advice on coming off the phones and progressing.
Th...
2019-08-1646 minGet Out of Wrap - Contact Centre Chat#12 Nerys Corfield talks about delivering exceptional CX through Operations & IT working together.Nerys is a key figure in the Contact Centre Industry with almost two decades owning the P&L and SLA delivery of contact centre services for many national brands (Volkswagen; Vodafone; British Gas; News UK and National Apprenticeship Service).
Nerys now runs Injection Consulting - providing contact centre consultancy
This is combined with being a member and former Chair of the DMA Contact Centre Council ('16-'19) plus being a judge for the ECCCSA’s and UKCCF awards.
Nerys has spent four years helping contact centres transform their operations through the adoption of better technology and processes.
Nerys explains how in her...
2019-08-0950 minGet Out of Wrap - Contact Centre Chat#11 Ed Wells of Sologic talks about organisational problem solving & root cause analysis.In this episode I have a fascinating conversation with Ed Wells, Ed is Head of Strategy & Development (EMEA) at Sologic and provides thought leadership, delivers presentations and training across the country (and has written a book) on complex problem solving.
Ed talks about how repeat mistakes get ingrained in organisations and how many of these manifest in the contact centre environment.
Ed informs and trains professionals in complex problem and marginal gains and these professionals are either directly involved in Contact Centres or CX, complaints, dispute resolution etc.
Ed discuss company behaviour in regards to all forms of problem solving an...
2019-08-021h 19Get Out of Wrap - Contact Centre Chat#10 Paul Moore of LV talks Training Best PracticePaul Moore of LV is Head of Operational Training , QA & Customer Relations.
Paul and his team won a Gold award at the Learning Awards 2019. Today he shares his thoughts & best practice on Training.
In this episode Paul covers amongst other things;
- Training & working with other support functions as well as Operations.
- The impact of Digital on training and using it effectively.
- The skills needed to be a good trainer
- Catering for different generations in Training
And much more.
2019-07-1946 minGet Out of Wrap - Contact Centre Chat#9 Ed Marks National Quality Manager of the AA talks about the balance between CX & regulation.Balancing CX & regulatory requirements in your quality framework is a challenge. Ed is an SME in the Quality world and shares his views on this and Ed also covers the following;
- the work of his team in The AA
- getting a seat at the table for QA
- how QA can positively disrupt CX & Ops
- QA as early detectors
- CX & Regulation - commercial vs regulation
- the difference between compliance and quality
- feedback & coaching
Ed also shares great advice...
2019-07-0542 minGet Out of Wrap - Contact Centre Chat#8 Matt Bourke of Sensée talks about HomeworkingWith 49% of Contact Centres either already using homeworkers or considering it Homeworking is an important growing area. Matt Bourke is Head of Service Delivery at Sensee and shares his thoughts and best practice on this topic.
2019-06-2139 minGet Out of Wrap - Contact Centre Chat#7 Ann-Marie CEO of the CCMA chats about 25yrs of the CCMA & the UK and ECCCSA awards.Celebrating their 25th anniversary this year the CCMA is a seminal organisation for all contact centre professionals - at the helm is Ann-Marie Stagg a role model for our industry. Ann-Marie covers a range of topics including the 25 year anniversary of the CCMA, the recent UK National Contact Centre Awards. She also talks about the judging process and judges& why you should enter the awards and the forthcoming European Awards.
2019-06-1435 minGet Out of Wrap - Contact Centre Chat#6 Helen Beaumont Manahan shares best practice on calibrationsHelen is regarded as a subject matter expert within the Quality Assurance & monitoring world.
In this episode we chat about what she considers a fundamental area in the development of a best practice QA framework - Calibrations.
A must listen if you are interested in maximising your quality function within your Contact Centre.
2019-05-3130 minGet Out of Wrap - Contact Centre Chat#5 Jo Garland of John Lewis talks leadership, coaching, feedback, & winning a European award.Jo is a Senior Leader at John Lewis responsible for Operational Support - Customer Contact. 22 years as a Partner Jo has had a varied career and shares the lessons learnt and her passions for leading and coaching. Jo talks about her team winning a European Contact Centre & Customer Service award last year for their work and offers great advice on the importance of authenticity, feedback, reflection and personal purpose.
2019-05-2448 minGet Out of Wrap - Contact Centre Chat#4 Chatting with always interesting, often controversial Nik McEwanA departure from Contact Centre Chat to talk to Nik McEwan who recently walked over 700 miles in the UK to raise money for Shelter. We focus on that but also talk about mental health & Nik’s views on Linkedin & touch upon controversial topics like sexism.
2019-05-211h 26