Get Out of Wrap - Contact Centre Chat

More used to being on the BBC than a homemade podcast Ben Page joins me on Get out of Wrap to talk about the work of Ipsos, 2020 and 2021 and what we should be thinking about based on all the research Ipsos do. Ben is the CEO of Ipsos-Mori and has worked there since 1987 following graduating from St. John's College, Oxford University , he has provided the services and consulted for governments and...

Chris Rainsforth is Head of Operational Best Practice at Verint, previously at The Forum Chris knows his stuff about contact centres and featured on episode 3 and has been a massive part of & supporter of the podcast. We have become friends so we chat for ages, I didn't want to leave anything out as Chris is a really interesting guy. The first part is centred on contact centres and then i...

Katy Forsyth has been in the contact centre world since University and after 5 years working for a recruiter she set up her own business Red recruitment with the concept of integrity at its heart.  Chatting to Katy was like talking to an old friend, we talked about the research her teams conducted into the contact centre industry that had some fascinating insights and also about her views on the s...

Judith recently spoke at the National Contact Centre conference about the work her and the team have done at BPA Quality to ensure the well being of the team is maintained during this challenging year, Jude shares her tips in this important area. Jude also talks to us candidly about her journey and also bravely talks about personal tragedy and its impact.  Having worked with Jude for over 5 years...

Nathan Simmonds is a Leadership Coach & Trainer and expert in Leadership skills and coaching. Nathan has worked across a variety of industries across multiple continents and has a multi-cultural understanding of leadership and what good and bad looks like. He shares one great tips and this episode will be really useful to all levels in your organisation - a real pleasure to spend time with Nathan.

If you've attended an event in our industry I bet Martin was one of the speakers.  A seminal figure and thought leader in our industry. I was lucky enough to sit with Martin and talk about Emotive CX and a range of other topics including the future of our industry. A person who needs no introduction this is a must listen episode if you are interested in the contact centre industry.

Hi Everyone, thanks for listening. In this episode I talk about what I have been up to last week , preview the next guests and highlight a job seeker. Then I announce a charity partnership between Get out of Wrap and Naomi House/ Jacksplace.  Naomi House & Jacksplace hospices provide expert hospice care to more than 525 life limited and life threatened children, young adults and their ext...

Nik and I first spoke in May 2019 after his solo walk to Edinburgh that raised awareness and thousands of £ for Shelter. A lot has happened since then for Nik. He brings me up to date on what he's been up to, we chat about his charity work in Uganda, his approach to Linkedin , a day in the life of Nik, mental health and more. It's been a journey with Nik, we disagreed on points in the past but Nik...

Leigh Hopwood CEO of the CCMA chats about the future of the CCMA, awards, sharing best practice and the contact centre industry. Leigh lists the must attend events coming up including the National Conference. She shares her insight into the industry now and in the future. if you are interested in contact centres or in the industry this is a must listen.

I am lucky enough to work with Helen and she really is an SME in the world of contact centre quality assurance and training. She has been on Get out of wrap twice before and I'm sure you'll be pleased to know this episode is no different to the previous two in that Helen is very insightful and engaging. She talks about CX, CSAT, NPS and where QA sits in a holistic view of customer experience, the...

Nicola Callan has spent her entire career in and around customer operations and contact centres. In this episode, she shares how a pivotal moment 20 years ago helped to shape her career path and how that has most recently led her to set up her own company so she can do even more of the work she loves. Talking about all things coaching; what it is, what it isn’t, how it empowers others and how to d...

Marianne Rutz is an Operational Excellence expert for corporate multi-lingual contact centres, a podcaster and a speaker. Her passion for contact centres is evident and Marianne has an excellent podcast of her own called the Operational Excellence Show ( on all podcast platforms) and is an inspirational person to spend time with. As well as sharing her career journey that includes Hertz, Paypal an...

Trevor Butterworth is a prominent figure in our industry and as Founder & CEO of the UK Contact Centre Forum has over 20 years experience of interacting with all the forum's members so brings a wealth of experience and know how of our industry to the podcast. Today we chat about various topics including a recent piece of research the forum have conducted that is very relevant in today's times and...

On his 2nd appearance my friend Sham talks about Lockdown adjustment and leveraging the situation to drive quicker decisions and the CS proposition in general. He also talks about Fortnite - gaming and CS. We finally cover diversity and inclusion and the recent BLM protests. An emotional episode for sure but enjoyable and hope you enjoy listening.

Jerry Lyons is Director at Omnes Healthcare Operations Centre and in this episode we chat about his journey in outsourcing, whose influenced his career and why, his leadership tips and his career in football coaching. It's a fascinating journey with lots of helpful take-aways - hope you enjoy listening.

Janine Lee had a very different route to contact centres and started her career as a chef, this lasted for 12 year’s and Janine still loves to cook to this day!  A desire to help others led to contact centres and Janine started at RSA Insurance & over 16 years held a variety of customer service and senior leadership roles. The leadership roles spanned sales and service teams across direct to consu...

With 3 recordings next week I thought I'd make sure there is an episode out this week just with a few things from me. There's a thanks to Anne-Marie Stagg who announced her retirement this week. A recommendation to check out two people doing great things in our industry and finally highlighting some job seekers from my network.

Pete Dunn has a wealth of experience and knowledge of QA and shares his tips here. Pete has worked at The Forum, N-Power and now BPA Quality and in this short episode shares his thoughts on selecting the right contacts for your QA activity. Recorded a couple of days before Pete & Stephanie welcomed to the world their son Flynn - congratulations to you both ! 

After leading large contact centre operations best friends & soul sisters Donna Elliott & Cheryl Lee set up Now is your time. They are on a mission to empower female leaders tackle self belief & imposter syndrome and achieve success & true happiness.

Phil Kitchen is Director at CCP ( The Contact Centre Panel) and has over 30 years experience in the industry. He talks about his journey and shares tips plus talks about the work and ethos of CCP. He also shares his thoughts on the world of outsourcing, referencing the current crisis, we cover homeworking, clients views, On shore or off shore, automation and the future of outsourcing.

With contact centres in England, Scotland, The Netherlands & România Ascensos are an award winning outsourcer, we hear from their Co-founder & CEO John Devlin. We chat about his 20years in the industry, he shares advice & tips, we talk about how Ascensos moved to a home working model due to the corona virus crisis and John shares his vision for the future.

For the start of Season 2 of GOOW I am joined by Dino Forte the CEO of Ventrica. We talk about his journey, what it means to be a ‘Ventrican’ and how he & his team moved 800 people home to still operate in this crisis, Dino also shares his personal experience of having & thankfully recovering from Covid-19.

Last week 1300 people gathered in London to celebrate the winners in 32 categories at the biggest awards ceremony the customer contact industry has ever seen. In a #GOOW first this group recording features a chat with the people behind the awards - Ann-Marie Stagg, Leigh Hopwood and Jackie Pringle.

Catherine Lindsay is an award winning Customer Experience leader with 21 years experience in this field. Currently Head of Customer Experience at Hitachi Capital Catherine was previously Director of Customer Experience at Hermes. A real SME Catherine has recently been a judge both at the ECCCSA awards and also the CX awards. She talks to me about her career, her outlook on work, post natal depress...

With 10+ yrs in managing Resource planning teams Faye has great skills and experience leading teams in a multi-channel, multi-lingual and multiple location environment. Faye leads a team of 9 Real time analysts responsible for 2000 FTE for SSE. We talk about resource planning challenges, best practice, answer listeners questions & talk about Faye’s own career.