Martin takes a closer look at the near future of the contact centre — not the vague "AI will replace everyone" headlines, but a practical, role-by-role breakdown of how the industry might really change over the next decade. After attending the National Contact Centre Awards in London, Mart...

Martin Teasdale is joined again by Danny Wardell of Alvaria for Part 2 of their conversation.  Fresh from a great response to Episode 1, they dive deeper into the realities of contact centre life, from the agent experience to the evolution (or lack of it) of customer experience over the last 20 year...

Feeling stuck in a cycle of firefighting, endless meetings, and inbox management — and wondering why nothing ever seems to truly improve? This episode might be exactly what you need. Martin is joined by Phil Anderson and Chris Rainsforth from The Forum — an organisation dedicated to raising standard...

Get Out of Wrap | Episode #263 – Danny Wardell, VP EMEA GTM at Alvaria CX From filing in a damp cellar at a solicitor's office to VP at one of the contact center industry's most recognised brands, Danny Wardell's journey is anything but ordinary. In this episode, Martin sits down with Da...

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...

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 ...