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Get Out of Wrap - Contact Centre Chat

A weekly Business podcast featuring Martin Teasdale
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Episodes of Get Out of Wrap

Being a customer facing team member in our industry is tough, on this podcast we talk about mindset and the factors that are important in helping your agents get and keep the right one.
Brucine Francis is a Uk & International recruiter for the Customer Contact Industry and shares her expertise and journey. Brucine talks about her work in Diversity and Inclusion and recounts her own experiences of dealing with racism in her lif
Nik is a good mate now having chatted many times both on the podcast and off it. He's a successful business owner, charity champion and Linkedin leader. Today we talk about many many things that were on Niks mind.
James is always a great listen - his knowledge, skills and just the person he is makes for a great episode.
I've known Michael since 2017 when we judged together and he has been someone I have wanted to come on the podcast since I set it up in 2019. Michael is a subject matter expert in call & contact centres, CX and DX and shares his career journey,
The first GOOW huddle, before we start the working day I will record no more than 10 minutes of industry news, thoughts, top tips, book recommendations and anything else that takes my fancy - this is the first one - let me know what you think.
Martin Pemberton worked hard to live alot of peoples dream for a decade - he was a professional footballer. This career was ended by injury and Martin suffered until he created Just 1 to 11. In a funny, heart warming, real and authentic episode
Andrew MacAskill is a job search guru with a following of over 80,000 on Linkedin and is an official Linkedin Changemaker due to his unstinting support and guidance to job seekers. An episode well worth a listen if you are job searching or migh
In this episode I am joined by the lead of the award winning John Lewis Customer Care team Alice Henderson and she talks about management and governance of change activity within contact centres. How do you govern it across multiple head office
David has been in contact centres since starting on the phones some 20 years ago. He found he had a talent in planning and hard work and research has seen him become an SME in this area. In this episode David talks about planning for hybrid wor
Garry is founder of Fab Solutions and also the founder of the Contact Centre Network, prior to that he had a long career at BUPA. In this episode we talk about his career to date, about how to create customer and colleague loyalty in your Conta
Jimmy Hosang is the CEO of The Modular Analytics Company and he brings the authenticity and engagement you'd expect from that company to this podcast. I loved chatting to Jimmy and found him inspirational as he talked about his journey and his
Mark Turner is an Operations SME and currently heads up the multi-lingual operation at BPA Quality. He also takes on the task of leading a yearly physical challenge to raise money for charity. The last few years have seen people from BPA comple
Rob Wilkinson is very well known in the industry. He has judged at customer experience awards, spoken at business forums, provided content as a subject expert and been twice voted in Call centre Helpers ‘Top 10 Most respected’. Rob shares his j
In another episode dedicated to sharing tips and advice - this topic is one close to our hearts as Operations people and that is Incentives and Games in the Contact Centre
Nik and I have developed a real friendship from Linkedin and these podcasts. Nik is the founder of Winning Bid Ltd and we talk about his business, his latest charity work and we chat about society - love this future Nicaraguan president like a
Pete Dunn is an expert on QA in Contact Centres and in today's episode on sharing top tips we talk Scorecards. Get this vital part of QA right. As we're mates we have a laugh too.
Daniel is the The Executive Health Coach and runs a very succesful business helping executives lose weight, become healthy and happy. His method is fully holistic and if you want to be the best version of yourself this is the episode for you.
Well known in the industry Mark Conway is the founder of CCP recruitment. In this episode Mark talks about his journey and how contact centres changed his life, recruiting in our industry, setting his own business up, the last crazy year and al
The first of its kind on GOOW this is an episode solely dedicated to sharing tips and will be the start of some mid-week episodes. Joined by my mate & 5 time guest Chris Rainsforth we cover ten top tips for team leaders.
Sarah Hunt is well known in the industry and a real all round SME in Contact Centres. Sarah talks about her career in contact centres, her role at the CCMA, her views on what the future has in store for our industry and we talk about a subject
Pete Dunn is a great advocate of mental health and I have benefited personally from being his friend and hearing him talk on this subject so as mental health awareness week comes to an end Pete talks about his own experiences and we both share
Stuart Dorman is the Chief Innovation Officer at Sabio and a few weeks ago we talked on this podcast about some elements of technology in the contact centre but today wanted to focus on AI.I found chatting to Stuart illuminating and informative
To mark this podcast being two years old I finally got Mia to come on again (after her being the star of the podcast according to Ann-Marie Stagg) on episode 1 - this short bonus episode was recorded by Mia on my phone.Normal service to be resu
A further chat with one of Get out of Wraps founder guests, long standing and t-shirt wearing supporters of all things GOOW - Chris Rainsforth.Love chatting to this guy.
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