Get Out of Wrap - Contact Centre Chat

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 through Spencer Collins’ game-changing experience wit...

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 across the industry. 📚  The Best Practice G...

🚀 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 agent engagement strategies, but what if AI and au...

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.

🚀  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 experience for SSCL, Marco’s story is proof that ha...

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

🚀  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 their logistics. 🌍📦 Why should you listen?...

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.

📊  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 extensive research into the voice of the agent. W...

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 : Clayton shares how the right guidance can tran...

🔍 **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 process more human. **Why should you listen?** - *...

**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 essentials you need to know. **Why listen?** **U...

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 conversational analytics in improving agent performance,...

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 tips and ideas for how you can see them thrive...

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. Key takeaways for listeners include: Industry Evolut...

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.

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.

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.

**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 financial sector, highlighting both the successes an...

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.

On today's Linkedin Live GOOW TV we had our first ever panel. I was joined by Dan Light of Different Edge, Pete Dunn of BPA Quality and Danny Wareham of Firgun to talk about Performance Management in Contact Centres. Is performance management a phrase that strikes fear into your teams ? We explore why this and what you can do about it and the panel really pick apart the concept sharing great i...

The Break Room is a Live Linkedin Audio event bought to you by Get Out of Wrap. We started talking about academies (grad bays) in Contact Centres initially but as its a live event we started talking about AI and then, thanks to Spencer, we talked about the extent to which technology is helping or hindering customers with disabilities. If you like the sound of this why not head over to my Linkedin...

Nadine Edmondson is Director of Product Marketing & GTM at Evaluagent and is at the cutting edge of whats going on at Evaluagent with their AI driven QA, XNPS and gamification. It's a great conversation and Nadine is insightful, knowledgeable and engaging !

In today's Get out of Wrap on Linkedin we chatted about whether we are seeing a return of agents from working from home back to the contact centre, and if so, what are the implications. We also chatted about ID & V and the trend on time taken to identify customers.

In this episode from GOOW TV (every Tuesday on Linkedin - 10am GMT) I am joined by Rob Wilkinson of Evaluagent who shares his thoughts on NPS and what Evaluagent are up to in transforming how we understand and use NPS. There's also a special announcement !