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.
Episodes
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:
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 strategic outreach—and why customers are askin...
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, Relationships, Feelings, and Leadership — thi...
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 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...
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 hard work, vision, and authenticity c...
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?
- Leadership beyond expertise: Da...
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