Get Out of Wrap - Contact Centre Chat

🎙 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...

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 th...

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 wi...

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 ...

🚀 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 lif...

🚀 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 c...

🚀 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: Da...