#269 - Susan Terry of Alvaria on the Rise of Proactive Customer Outreach
In this episode of Get Out of Wrap, we're joined by Susan Terry, Senior Vice President and Head of Product at Alvaria, for a transatlantic conversation that challenges everything you think you know about outbound contact center operations. Susan shares her fascinating career journey across three dif...
#268 What if leadership didn't need leaders ? ft. Danny Wareham
What If Leadership Didn't Need a Leader? | Danny Wareham on Constellation In this episode of Get Out of Wrap, Martin sits down with Danny Wareham — psychologist, coach, speaker, and founder of Firgun — to talk about his book Constellation and the radical idea that leadership might not require a trad...
#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 ...