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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 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...

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...

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 ...

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...

Maria McCann & Kathryn Simons-Porter have created R.E.N an AI contact centre coach and watch this live demo as R.E.N takes on a challenge involving an agent, a team leader, the manager and a customer - you won't believe the outcome ! Want to get involved ? Maria & Kathryn are looking for people to h...