Get Out of Wrap - Contact Centre Chat

Martin Teasdale
  • 5,0 (1)
  • GESTION
  • CHAQUE SEMAINE
Get Out of Wrap - Contact Centre Chat

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 House/Jacksplace Childrens Hospice.

  1. -1 J

    #217 - Get Out of Wrap TV - why are customer satisfaction scores still low ?

    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 real customer and employee voices at the decision-making table, and how businesses should prioritise customer experience over cost-cutting. Beyond the serious topics, the episode also brings a sense of community, with engaging conversations about daily happiness, industry events, and even some fun chatter about Get Out of Wrap merchandise! If you want to be part of a dynamic, thought-provoking, and entertaining discussion on the future of customer experience, this episode is a must-watch.

    36 min

  2. -5 J

    #216 - Get Out of Wrap TV - show 92

    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 with RogerVoice—this episode is packed with valuable takeaways. The team also dives into the latest insights from Contact Babel’s Decision Makers’ Guide, breaking down the current state of digital customer service and email SLAs. Whether you’re looking for industry expertise, fresh perspectives, or just a great community vibe, this episode is a must-listen for any contact centre professional!

    47 min

  3. 7 FÉVR.

    #215 - Chris Rainsforth of The Forum back by public demand

    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 Guide is now available! It’s packed with actionable insights and real-world examples, and the best part? It’s free to download. 🌟 Awards Season is here! This year saw a record-breaking number of entries, and the process isn’t just about recognising excellence – it’s about learning from each other. 🚀 Upcoming virtual & in-person events! The virtual conference kicks off on 24th March, followed by an in-person event and awards in Newcastle on 29th April. If you want real insights from industry leaders, these are must-attend. A huge thank you to Chris for sharing his wisdom! If you're in the contact centre space, don't miss this episode. What are your biggest contact centre challenges right now? Let’s discuss. #ContactCentre #BestPractice #CustomerExperience #Leadership #TheForum #GOOWPodcast

    31 min

  4. 31 JANV.

    #214 Florian Garnier of Calabrio flying high with WFM

    🚀 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 automation could handle the heavy lifting? In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot to ensure smooth flights while staying in control for critical decisions, contact centres can leverage AI-driven WFM solutions to: ✅ Optimize agent schedules dynamically✅ Balance cost efficiency with customer experience✅ Prevent burnout by managing occupancy effectively✅ Empower leaders to focus on strategy, not just scheduling The future of WFM isn’t about replacing people—it’s about enabling them to focus on what truly matters. By putting workforce management on autopilot, leaders can steer their teams towards success with confidence. Are you ready to embrace AI-powered WFM in your contact centre? Let’s discuss!

    34 min

  5. 17 JANV.

    #213 - The first Get Out of Wrap TV of 2025

    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.

    47 min

  6. 10 JANV.

    #212 - Marco Jetmir Ndrecaj of SSCL

    🚀 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 hard work, vision, and authenticity can lead to incredible success. 🎙️ In this episode, you’ll discover: ✨ How Marco turned humble beginnings into a thriving leadership career. ✨ The importance of people-first leadership and creating a true sense of purpose for teams. ✨ Lessons on letting go, empowering your team, and achieving sustainable success. ✨ Insights on the future of leadership in a world shaped by AI and innovation. You will love how Marco’s teams describe their roles—not just answering calls but actively contributing to making streets safer, ensuring prisons are staffed, and supporting national security. It’s a masterclass in connecting work to purpose. Whether you’re a seasoned leader, an aspiring professional, or just looking for inspiration, this episode has something for everyone. #Leadership #Teamwork #CustomerExperience #ContactCentreInnovation #Podcast

    35 min

  7. 31/12/2024

    #211 Goodbye 2024 - Hello 2025

    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

    25 min

  8. 13/12/2024

    #210 - Dan Cohen of Nespresso and a leap into the unknown

    🚀 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? Leadership beyond expertise: Dan shares how being “authentically vulnerable” as a leader helped him succeed in a completely new field. Lessons from contact centres: Discover how the customer-centric skills honed in contact centres can transform other business areas. Embracing change and growth: Dan’s philosophy of “feel the fear and dive in” will inspire you to take risks and embrace challenges in your own career. Whether you're in a contact centre or dreaming of your next big step, Dan’s journey proves that with the right mindset, anything is possible. 💡 Tune in for leadership lessons, career inspiration, and a fresh perspective on what it means to lead! 💡 #Leadership #CareerGrowth #ChangeManagement #ContactCentre #SupplyChain #Teamwork

    37 min
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Notes et avis

À propos

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 House/Jacksplace Childrens Hospice.

Informations

  • Création
    Martin Teasdale
  • Années d’activité
    2019 - 2025
  • Épisodes
    220
  • Classification
    Tous publics
  • Copyright
    © Martin Teasdale
  • Site web de l’émission
    Get Out of Wrap - Contact Centre Chat

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