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.
#262 - Teams, Trust, and BOSS Culture
In this episode I am joined once again by the brilliant Lee Houghton for a conversation that gets to the heart of what makes a team a real team, and what gets in the way. They explore why "team" is consistently the number one thing people say brings them happiness at work, the difference b...
#261 - Don't kick the hive with Jamie Corbett
In this episode I sat down with Jamie Corbett, Head of Operations at Advantis Credit, for a conversation that's as honest as it is inspiring. Jamie's story starts on the building sites, a plumber by trade who accidentally stumbled into a contact centre when he needed holiday money and ends ...
#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...