Get Out of Wrap - Contact Centre Chat

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 remote work

• The shift towards wellbeing, em...

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.

• The role of AI in customer experience—its ...

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 hard for contact centres to deliver this?

...

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 happening in real-world deployments, where org...

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 from across the globe.

You'll hear:

🎙 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 strategic outreach—and why customers are askin...

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, Relationships, Feelings, and Leadership — thi...

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 into:

• How Currys is redefining outbo...

🎙️ 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 Quetzel helps clients navigate a noisy tech ...

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 Martin poses a crucial question to the audi...

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 country and clients worldwide. They have...

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—structural inequality, cultural bias, and represe...

🚀 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—it’s about hard work, resilience, and surroundin...