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Susan Terry, SVP and Head of Product at Alvaria, joins Get Out of Wrap for a wide-ranging conversation about the death of "outbound" and the rise of proactive customer outreach.  Drawing on decades spent leading product transformation across the graphic arts, advertising, and contact cente...

Here's a Spotify description for this episode: #268 - What if leadership didn't need a leader? - Danny Wareham What if the best leaders are the ones who know how to get out of the way? In this episode, Martin sits down with psychologist, coach, and author Danny Wareham to unpack his book Con...

Martin welcomes back "the Bearded Wonder Man" himself, James Revell, for a wide-ranging conversation on leadership, team culture, and the future of customer experience. Drawing on years of judging national and European contact centre awards, James shares what separates truly great teams fr...

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...