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.
#260 - Where is the AI bandwagon heading ? With Lee Houghton
Martin sits down with Lee Houghton, the UK's National Coach of the Year and founder of Get Knowledge, for a wide-ranging, honest conversation about artificial intelligence and what it's doing to us as humans. Fresh from the Forum Conference, both self-confessed AI enthusiasts wrestle with a ...
#259 - R.E.N the AI coach in the room - fixing burnout before it's too late. With Maria McCann & Kathryn Simons-Porter
What if every contact centre agent and team leader had access to an on-demand AI coach — right in the moment they needed it most? In this episode of Get Out of Wrap , Martin is joined by Kathryn Simons-Porter , founder of Flourish Business Consulting, and Maria McCann of NES Wave, for a genuinely gr...
#258 Introducing a new contact centre podcast - 'ASA - Average Speed of Answer' by Barry Cooper
In this episode, Martin is joined by Barry Cooper — Head of Conversions at Smart Currency Exchange, long-time member of the contact centre community, and all-round legend of the Team Leader Community. What started as a five-star review left on a podcast five years ago has turned into a genuine frien...
#257 - Lisa Dolan - Happy employees = Better business
What does it really take to build a workplace where people thrive? Lisa Dolan, Regional VP of Employee Experience at Teleperformance, has spent over a decade proving that happy employees aren't just a nice-to-have — they're your biggest competitive advantage. In this episode, Martin is joine...
#256 - Is Voice dying ? the data says not. ft. Steve Morrell of Contact Babel
Is Voice Dying? The Data Says Not. ft. Steve Morrell of Contact Babel In this episode, Martin is joined by Steve Morrell, founder of Contact Babel and author of the UK Contact Centre Decision Makers' Guide — now in its 23rd year. Steve brings a historian's eye to the industry, grounding the ...
#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,...