The Team Leader Community™ (with Martin Teasdale)
#263 Danny Wardell of Alvaria CX #callcenter #callcentre #leadership
In this episode, Martin sits down with Danny Wardell, VP & EMEA GTM Leader at Alvaria CX, for a fascinating conversation about work ethic, career resilience, and the future of customer experience. From growing up in a working-class mining town in West Yorkshire to becoming a senior sales leader, Dan...
#262 - BOSS Teams
What actually makes a great team in a contact centre? In this episode, Martin Teasdale and Lee Houghton dive deep into the real meaning of teamwork for contact centre team leaders — from building connection in remote environments to understanding why high performance is never just personal. Whether ...
The 1 thing to focus on
The ONE Thing That Makes Contact Centre Agents Happy at Work After spending time with 40 agents across a high-performing contact centre, I asked them one simple question: what are the three things that make the biggest difference to your happiness at work? All three groups, independently, gave the s...
#261 Don't kick the hive with Jamie Corbett
In this episode of Get Out of Wrap, Martin is joined by Jamie Corbett, Head of Operations at Advantis Credit — a self-made contact centre leader who started on the phones 14 years ago with zero experience and worked his way up through every role in the building. Jamie shares an incredibly honest and...
#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 genuine ...
R E N the AI coach in the room - fixing burnout before it's too late - Maria McCann & Kathryn SP
Introducing Ren: An AI Coach to Reduce Contact Center Burnout (Reset • Engage • Navigate) In this episode of Get Out of Wrap Martin is joined by guests Katheryn Simons Porter of Flourish Business Consulting and Maria McCann of NEOS Wave to introduce R.E.N an experimental, on-demand AI coach designed...