Get Out of Wrap - Contact Centre Chat

At just 20 years old,  Lewis Parkin  is proving that age is no barrier to impact in the contact centre world. Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer accounts across the UK and Ireland. His story is a brilliant example of curiosity, attitude, and the pow...

From knocking on doors in the rain to leading one of Glasgow’s most energetic sales operations, Garry Beattie has lived the full contact-centre journey. In this episode, Garry shares: His early lessons in face-to-face sales and how they shaped his leadership style The role of support, recognition, and development in building strong teams Why outbound sales is still thriving when done with honesty...

A New Way to Lead: Danny Wareham on “Constellations” and Culture as the True Leader. In this episode of  Get Out of Wrap , Martin Teasdale sits down with  Danny Wareham , author of  Constellations  and founder of Firgun, to explore a revolutionary new way of looking at leadership. After nearly two decades in corporate life, Danny took redundancy and embarked on a master’s-level journey into organi...

In this episode of  Get Out of Wrap , I sit down with  Olly Hobson, co-founder of Cloudax , to hear how he’s making waves in the world of  AI-powered voice technology  — all before the age of 25. Olly shares his journey from building websites during his GCSEs to co-founding Cloudax and developing some of the most  human-like AI voice systems  on the market today. We dive into: ✅ How AI voice can...

In this episode of  Get Out of Wrap , host  Martin Teasdale  speaks with  Phil Jude, Senior Director at Alvaria , about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy. Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore: The evolution of...

On your LinkedIn Live Contact Centre show we talked about hybrid working and whether its helping or hurting your culture. We also shared the first stats from the State of Contact Centre Technology survey I have recently done with Quetzel.

Chris Rainsforth is back on  Get Out of Wrap ! In this wide-ranging chat, Martin and Chris explore: The Forum’s Raising Standards conference and collaborative problem-solving Why their awards programme is focused on stories and shared learning The evolution of training – and whether roleplays still have value in 2025 The challenge of Learning & Development keeping pace with technology and remo...

In this episode of  Get Out of Wrap , Martin is joined by  David Paulding , Global Sales & Growth expert at  Nextiva . David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore: Why many organisations are still struggling with the same customer service challenges they faced decades ago. Th...

In this episode, Martin kicks off September with an interactive live discussion packed with insight, humour, and community spirit. We start by sharing what’s on everyone’s  bucket list  — from swimming with great white sharks to playing football on Copacabana Beach — before diving into today’s big industry question: 👉  Customers want quick resolutions and short wait times. So why is it still so h...

Your weekly contact centre show. Today we chatted about what is missing from the contact centre and CX world. Then we chatted about channel mix. To take part in the show head to Linkedin on a Tuesday at 10am

In this episode of  Get Out of Wrap , Martin sits down with  Kevin McGachy, Head of AI Solutions at Sabio , to unpack one of the hottest topics in the industry right now –  Agentic AI . Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and agentic AI. We explore what’s actually happ...

Listen along to the 102nd episode of GOOW TV from Linkedin Live - streamed on the 29th July the show covers some of the hot topics in our industry and is a real community.

In this heartfelt solo episode of  Get Out of Wrap , host Martin Teasdale shares the full story behind  The Team Leader Community™  , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders. Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how the community now supports over 600 members f...

You've probably met Hannah at the Contact Centre Expo, helpful positive and always helping put on a great show. Hannah joins me to share details of the Next CX Summit in Manchester on July 15th and also we talk about the Contact Centre Expo in November and how you can get involved.

🎙 In episode #227, Martin is joined by  Steve Powell of Alvaria CX  to explore why  proactive customer engagement  is having a major comeback—and what it means for your contact centre. Learn how Alvaria’s  Outreach IQ  framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight on how to move from reactive support to strat...

Join me and 50 people live from Linkedin today for the 100th episode of get Out of Wrap TV. We chat about working from home vs in the office, what LinkedIn content we like and also what terms we'd like to see consigned to the bin. Thank you for all your support.

In episode 225 of  Get Out of Wrap , Martin welcomes back the inspiring Lee Houghton — this time to talk about  The People Puzzle , his Amazon #1 bestselling book. Lee shares the candid behind-the-scenes journey of writing a leadership book designed not just to be read, but worked through. From the original “Leadership Cheat Code” concept to evolving into four core puzzle pieces — Alignment, Relat...

On the 99th show of Get Out of Wrap TV ( over on Linkedin 10am on a Tuesday ) we discussed a recent article in the Guardian that was titled 'Is Customer Dead & why is it so , so bad?' No one better than the GOOW community to chat about this.

Outbound is far from dead — it's thriving in Loughborough. In the latest episode of  Get Out of Wrap , I’m joined by Steve Powell of Alvaria to introduce an incredible leader: Dan Luik, Head of Currys’ Loughborough Campus. Dan runs one of the most impressive contact centre operations I’ve ever seen. It’s profitable. It’s customer-obsessed. And it’s relentlessly focused on improvement. We dive...

🎙️  New Episode #222 of Get Out of Wrap is live! This week, I’m joined by  James Connors , founder and director of  Quetzel , a business built on honesty, curiosity, and problem-solving. In this episode, we dive into James’ unconventional journey—from life as a roadie to building a trusted tech sourcing partner that’s helping companies make smarter, faster CX and IT decisions. We cover: How Quetze...

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 the standout moments in the show comes when Mar...

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 professionals continue working—supporting their...

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 leadership . 💡 The real barriers— structu...

🚀  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 Takeaways:   ✔️ Success isn’t about luck—...

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 balance between tech and people, the need for re...