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.
#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,...
#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...