The Team Leader Community™ (with Martin Teasdale)
Welcome to The Team Leader Community™ with Martin Teasdale – where team leaders become performance leaders.
On this channel, you’ll learn how to:
Lead and motivate contact centre teams
Run effective coaching sessions that actually improve performance
Handle difficult conversations and challenging team members
Build a high-performing, engaged team culture
Move from “just managing” to truly leading
Most team leaders are promoted without the training or support they need. That’s where this channel comes in.
I’m Martin Teasdale – host of Get Out of Wrap, speaker, and founder of The Team Leader Community™ – the first online community dedicated to contact centre team leaders.
After starting as an agent and becoming a team leader overnight, I know how tough the role can be. Everything I share here is practical, honest, and designed to help you succeed in the real world.
#267 James Revell - Why great teams don't grown on trees
In this episode, Martin sits down with James Revell — "the Bearded Wonder Man" — for a wide-ranging conversation on leadership, award-winning teams, and the future of customer experience in the age of AI. James shares hard-earned lessons from years of leading and judging some of the best (and not-so...
#265 - Has Contact Centre technology actually improved ? - Danny Wardell #contactcentre
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 years...
#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...