Get Out Of Wrap - The Contact Centre Community
Hi. I'm Martin Teasdale & I've been in Contact Centres since starting as an agent on the phones in 1995. I created this podcast in 2019 to share the reality about the Call & Contact Centre world. In 2023 I created the Team Leader Community for Team Leaders in Contact Centres to become expert leaders.
#255 - Boost are in & Team Leaders are centre stage !
Boost are in and Team Leaders are centre stage. In this GOOW TV special, Martin announces Boost as the official in-person training partner of The Team Leader Community. But the real focus? The future of the Team Leader. With AI reshaping contact centres, advisors handling more complex conversations,...
#254 - National Coach of the Year - Lee Houghton
Lee Houghton didn’t think he would win. He didn’t hype it up. He didn’t tell many people. He protected himself from disappointment. And then he was crowned National Coach of the Year . In this episode, Lee shares: The self-doubt behind the nomination The psychology of protecting ourselves from fail...
#253 - What do agents think about working in the Contact Centre Industry ?
Join me and the rest of the Get Out of Wrap TV gang as we talk about the big questions in the contact centre and CX world. On this episode we talked about what agents are saying their work lives are like in our industry. This is born out of my work with Calabrio on producing the Voice of the Agent r...
#252 - GOOW TV with Kathryn Simons-Porter - Building Strategy for Human-Centred CX
AI is moving fast. Faster than most organisations and people can emotionally keep up with. In this special episode of Get Out of Wrap TV , I’m joined by Kathryn Simmons Porter , founder of Flourish , to explore what she calls “The Trust Paradox” – the growing tension between rapid AI adoption a...
#251 - Shameem Smillie - From the Army to Amazon: Leadership, Representation, and the Power of Doing the Work
In this episode of Get Out of Wrap , I’m joined by the brilliant Shameem Smillie – CX leader, writer, speaker, one of the founding members of Women in CX, and Senior GTM Specialist for EMEA at Amazon. Shameem’s journey is anything but conventional. From leaving school with no qualifications, to s...
#250 - Action Aid, Women’s Rights & Real Change
This is a milestone episode of Get Out of Wrap – and a meaningful one. For episode 250 , I’m joined by Niki Ignatiou and Julia Rosell Jackson from ActionAid , an international charity working alongside women, girls and communities to tackle injustice at its roots. In this conversation we exp...