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This episode of Get Out of Wrap brings you an energy-filled, funny, honest and inspiring conversation with  Cally Heads , a standout leader who has risen through the ranks of the contact centre world by staying completely, unapologetically herself. We talk about what it really takes to thrive in sal...

The frontline has spoken — and the results are eye-opening. In this episode, Martin is joined by  Ed Creasey , VP of Solution Engineering at  Calabrio , to break down the newly released  Voice of the Agent 2025  research. Now in its second year, this study captures the real experiences, pressures, a...

One of my favourite types of episodes, getting to speak directly with the people who  make contact centres what they are . In this episode, I sat down with a brilliant group of  agents from SSCL Sopra Steria  to hear what life is really like on the frontline — the highs, the challenges, and the mome...

In this episode, Martin talks to  Dan Schlenzig , who leads the CX Sales team at Cisco across 22 countries. Dan shares his journey from helpdesk beginnings to managing international teams and gives a fascinating insight into how Cisco is driving innovation in the AI and CX space. 🎙️ Topics covered:...

In this episode of  Get Out of Wrap , Martin talks with  Sam Sanford  — writer, performer and former contact centre worker — whose acclaimed interactive show  I Love My Job  (with an asterisk!) shines a spotlight on the fascinating, funny, and deeply human world of customer service. Sam’s one-person...

At just 20 years old,  Lewis Parkin  is proving that age is no barrier to impact in the contact centre world. Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer acco...