))
There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. I’ll be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of Naomi ...
…
continue reading
The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.
…
continue reading
Welcome to The Reality of Contact Centres, the essential podcast for advisors, agents, team leaders, managers, and directors in the contact centre industry. Hosted by Bob Morrell & Jeremy Blake, experienced sales trainers and executive coaches, this podcast draws on decades of training thousands of contact centre professionals worldwide. If you're looking for expert advice, fresh strategies, and real-world insights to help your contact centre excel, evolve, and exceed expectations, you’re in ...
…
continue reading
1
#221 - Get Out of Wrap TV - What areas of our contact centres will undergo the most change in the next five years?
40:49
In this engaging episode of Get Out of Wrap TV, host Martin Teasdale leads a thought-provoking discussion on the future of contact centres, exploring the rapid changes shaping the industry. The episode features lively audience participation and expert insights into how technology, workforce dynamics, and customer expectations are evolving. One of t…
…
continue reading
The resilience of Ukraine's contact centre industry is nothing short of extraordinary. In the latest episode of Get Out of Wrap, I had the privilege of speaking with Iryna Velychko and Bogdan Koshevoy, who shared the realities of running contact centres in a war zone. Despite missile attacks, power outages, and unimaginable challenges, these profes…
…
continue reading
With International Women’s Day around the corner, who better to join me on Get Out of Wrap than the incredible Clare Muscutt, founder of Women in CX? We had a powerful conversation about: 💡 Her journey from frontline service to leading CX innovation in top brands. 💡 The broken rung—why women make up 70% of frontline CX roles but only 30% of leaders…
…
continue reading
🚀 25 Years in the Industry and Still Pushing Boundaries! 🚀 I recently had the pleasure of sitting down with Rich Knox, Managing Director at Betr Outsourcing, on the latest episode of Get Out of Wrap. And let me tell you—this conversation was packed with insights, passion, and a refreshing dose of honesty about the contact centre industry. 💡 Key Tak…
…
continue reading
In this episode of Get Out of Wrap TV, Martin Teasdale dives into a critical conversation about the state of customer satisfaction in today's contact centres. With cutting-edge technology and more CX experts than ever, why aren’t satisfaction levels rising? The discussion sparks insightful comments from industry professionals, highlighting the bala…
…
continue reading
In this latest episode of Get Out of Wrap TV, the contact centre community comes together for an insightful and engaging discussion filled with real-world industry challenges, expert perspectives, and plenty of laughter. From candid conversations about the frustrations of sales outreach to the power of AI in improving inclusivity—particularly throu…
…
continue reading
Back by public demand! The legend that is Chris Rainsforth of The Forum joined me for another episode of Get Out of Wrap – and as always, he brought invaluable insights for the contact centre industry. Some key takeaways from our chat: 🎉 The Forum is celebrating 25 years! A massive milestone for an organisation dedicated to improving best practices…
…
continue reading
🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️ Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors. Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and a…
…
continue reading
What is your Linkedin 'ick' ? What is the one thing you think will change our industry for the better in 2025 ? This years industry events. What is the mix of inbound traffic in our industry and what is the expected change ? We cover all of this in the show today which I am able to bring to you thanks to my partners Betr & The Forum.…
…
continue reading
🚀 Kickstarting 2025 with an inspiring story you won’t want to miss! In this episode I sit down with Marco Jetmir Ndrcaj of SSCL. A remarkable leader with a journey that embodies resilience, passion, and purpose. Try not to let the fact that Marco supports Chelsea put you off 🤣 From washing pots in a restaurant as a teenager to leading customer expe…
…
continue reading
Short review of 2024 and look forward to 2025. Thank you for another year with me and this podcast - your support means a lot. Happy new year from me x Mart
…
continue reading
🚀 From Contact Centres to Supply Chains: Embracing Change with Dan Cohen! 🚀 Ever wondered what it takes to leap from leading a contact centre to managing a global supply chain? In this episode of Get Out of Wrap, Martin speaks with Dan Cohen, the dynamic leader who transitioned from Nespresso’s award-winning contact centre operations to overseeing …
…
continue reading
Steve Morrell of Contact babel has been conducting research in our industry for 23 years. This week he came on get Out of Wrap TV to share some key area's we as contact centre professionals should be focused on.
…
continue reading
📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊 How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensi…
…
continue reading
What does it take to nurture the next generation of contact centre leaders? In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders. Why should you listen? Discover the power of self-belief:…
…
continue reading
🔍 **Transforming the Candidate Experience with Kerry Sudale!** 🔍 Recruitment isn’t just about finding skills—it’s about understanding people and their unique journeys. In this episode of *Get Out of Wrap*, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring pr…
…
continue reading
**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** 🔍 If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you! On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us . Nerys simplifies the complex world of contact centre technology, uncovering the…
…
continue reading
In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers. ### Key Takeaways: 1. **Using Conversational Data to Drive Performance**: Garry emphasizes the potential of conver…
…
continue reading
For the recent Contact Centre Performance Summit by Evaluagent I was asked to do a live presentation / webinar about how the Team Leader & Agent roles have changed over the years and what we can do to better support them. In this live session I share where our industry is right now and the impact that has on team leaders and agents and also share t…
…
continue reading
In this episode of the Get Out of Wrap podcast, Martin chats with Sarah Hunt from DDC Outsourcing, exploring her career journey and insights into the contact center industry. Sarah discusses her transition from operational management to a more strategic role in the industry, working to elevate contact center jobs and make them careers of choice. Ke…
…
continue reading
ian is an awesome guy and we talk about his career and then about a subject we are passionate about but is often overlooked and that is Team Leaders. Thankfully Centrical have focused on Team Leaders and Ian shares the recent developments in their offering.
…
continue reading
What was your nickname at school ? What does our industry need to do better to attract talent ? Two great events coming up Join me and the GOOW community to chat about these questions and more on your weekly Linkedin Live TV show all about contact centres.
…
continue reading
To celebrate hitting this milestone I asked for lots of you awesome people to come and say hi ! Thanks for always supporting me - whilst I do it on my own, I really don't x Heres to the next 200 and more amazing people and stories about our great industry.
…
continue reading
**One year into Consumer Duty—are we truly putting customers first?** In our latest podcast episode, I had the pleasure of diving deep with Helen Manahan and Pete Dunn from BPA Quality about the impact of the UK’s Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the fi…
…
continue reading
Join me, Danny, Kerry, Scott, Daryn and Dara as we chat about how life has changed for agents, interviews, loyalty and fantasy football. Linkedin Audio is a Live event and The Break Room is a chance every fortnight to come together and chat about whatever you want.
…
continue reading
