Season 1

What if every contact centre agent and team leader had access to an on-demand AI coach — right in the moment they needed it most? In this episode of Get Out of Wrap , Martin is joined by Kathryn Simons-Porter , founder of Flourish Business Consulting, and Maria McCann of NES Wave, for a genuinely gr...

In this episode, Martin is joined by Barry Cooper — Head of Conversions at Smart Currency Exchange, long-time member of the contact centre community, and all-round legend of the Team Leader Community. What started as a five-star review left on a podcast five years ago has turned into a genuine frien...

What does it really take to build a workplace where people thrive? Lisa Dolan, Regional VP of Employee Experience at Teleperformance, has spent over a decade proving that happy employees aren't just a nice-to-have — they're your biggest competitive advantage. In this episode, Martin is joine...

Is Voice Dying? The Data Says Not. ft. Steve Morrell of Contact Babel In this episode, Martin is joined by Steve Morrell, founder of Contact Babel and author of the UK Contact Centre Decision Makers' Guide — now in its 23rd year. Steve brings a historian's eye to the industry, grounding the ...

Boost are in and Team Leaders are centre stage. In this GOOW TV special, Martin announces Boost as the official in-person training partner of The Team Leader Community. But the real focus? The future of the Team Leader. With AI reshaping contact centres, advisors handling more complex conversations,...

Lee Houghton didn’t think he would win. He didn’t hype it up. He didn’t tell many people. He protected himself from disappointment. And then he was crowned  National Coach of the Year . In this episode, Lee shares: The self-doubt behind the nomination The psychology of protecting ourselves from fail...