Get out of Wrap TV

I'm joining in the GOOW TV studio by Nicola Callan and Em Simmons of Boost. Nic & Em & Boost are experts in training agents and team leaders in the contact centre industry and we chat about the skills needed by Team Leaders and also what are the hot topics they are seeing. We also have a big announc...

National Coach of the Year… and he didn’t think he’d win. In Episode 254 of Get Out of Wrap, I’m joined by my good friend, daily “Eat Your Frog” accountability partner, and now officially National Coach of the Year – Lee Houghton. Lee shares the full story behind the award from the National Coaching...

We go over stats from the Voice of the Agent about the views of agents in contact centres. We also cover whose at fault for performance issues - frontline teams or leadership ? #contactcentre #contactcenter #callcentre #callcenter

The Trust Paradox: 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 Catherine Simmons Porter, founder of Flourish, to explore what she calls “The Trust Pa...

The first in a series of 60 second learning with The Forum. Today the legend that is Chris Rainsforth takes us through The Reflection Method.

From hairdresser to soldier to CX leader, this episode of Get Out of Wrap is a masterclass in resilience, leadership, and authenticity. I’m joined by Shameem Smillie, Senior GTM Specialist at Amazon, one of the founding members of Women in CX, and one of the most respected voices in the customer exp...