Get Out of Wrap - Contact Centre Chat

In this episode, Martin talks to Dan Schlenzig, who leads the CX Sales team at Cisco across 22 countries. Dan shares his journey from helpdesk beginnings to managing international teams and gives a fascinating insight into how Cisco is driving innovation in the AI and CX space.

In this episode of Get Out of Wrap, Martin talks with Sam Sanford — writer, performer and former contact centre worker — whose acclaimed interactive show I Love My Job (with an asterisk!) shines a spotlight on the fascinating, funny, and deeply human world of customer service.Sam's one-person play mixes comedy, theatre and audience interaction to explore what it really means to “communicate authentically” in a world of scripts, KPIs and AI. Drawing on her own time in call centres, she shares hilarious and heartfelt stories about the conversations we have — and the ones we wish we could.Expect discussions on:The blurred line between human and AI communicationThe exhaustion of constant conversationThe joy (and chaos) of customer interactionsWhy treating people like people still matters mostThis episode is a celebration of the humour, absurdity and humanity at the heart of contact centre life.

At just 20 years old, Lewis Parkin is proving that age is no barrier to impact in the contact centre world.Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer accounts across the UK and Ireland. His story is a brilliant example of curiosity, attitude, and the power of saying yes.In this episode, host Martin Teasdale chats with Lewis about:How he entered the contact centre industry straight from collegeThe perceptions young people have about contact centresWhat he's learned from working with experienced leaders like Steve Powell, Bruce Skjolde and Phil JudeHow variety and responsibility helped him growWhy proactive customer contact excites him about the futureLewis also shares what it's like being part of a global team, how he handles imposter syndrome, and why technology and creativity go hand in hand.

From knocking on doors in the rain to leading one of Glasgow's most energetic sales operations, Garry Beattie has lived the full contact-centre journey.In this episode, Garry shares:His early lessons in face-to-face sales and how they shaped his leadership styleThe role of support, recognition, and development in building strong teamsWhy outbound sales is still thriving when done with honesty and heartThe “SAS mentality” that drives his team's culture and performanceHow Betr develops leaders from within and celebrates success the right wayA must-listen for anyone in outbound sales or people leadership.

A New Way to Lead: Danny Wareham on “Constellations” and Culture as the True Leader.In this episode of Get Out of Wrap, Martin Teasdale sits down with Danny Wareham, author of Constellations and founder of Firgun, to explore a revolutionary new way of looking at leadership.After nearly two decades in corporate life, Danny took redundancy and embarked on a master's-level journey into organisational psychology — a path that led to Constellations, a book redefining what leadership really means.Danny shares the thinking behind his four-year research project: that leadership isn't about a single figurehead, but about creating environments and cultures that lead themselves. From the psychology of trust and team dynamics to the lessons organisations can learn from the military and small businesses, this conversation challenges every assumption about hierarchy and control.Whether you're a contact centre leader, manager, or just passionate about building better teams, this is an episode that will change how you think about leadership forever.

In this episode of Get Out of Wrap, I sit down with Olly Hobson, co-founder of Cloudax, to hear how he's making waves in the world of AI-powered voice technology — all before the age of 25.Olly shares his journey from building websites during his GCSEs to co-founding Cloudax and developing some of the most human-like AI voice systems on the market today.We dive into:✅ How AI voice can transform the contact centre experience — replacing IVRs and reducing wait times.✅ Why this isn't about replacing agents, but about freeing them up to focus on complex, high-value conversations.✅ Lessons Olly learned from the NatWest Accelerator and the power of community in our industry.✅ His vision for integrating AI voice with CCaaS platforms to create a seamless end-to-end customer journey.What struck me most? Olly's passion, work ethic, and belief that AI is here to augment, not replace. He's part of a new wave of entrepreneurs shaping the future of customer experience.

In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it's becoming central to customer experience strategy.Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:The evolution of outbound into proactive engagement.Using data and AI to deliver outreach that prevents problems before they happen.Why compliance and regulation are essential foundations.How proactive contact drives loyalty, retention, and revenue.The future of partnerships and best-of-breed technology in the contact centre industry.Whether you're a CX leader, contact centre manager, or simply curious about how proactive outreach can reshape customer experience, this conversation will give you fresh insights.

On your LinkedIn Live Contact Centre show we talked about hybrid working and whether its helping or hurting your culture.We also shared the first stats from the State of Contact Centre Technology survey I have recently done with Quetzel.

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-solvingWhy their awards programme is focused on stories and shared learningThe evolution of training – and whether roleplays still have value in 2025The challenge of Learning & Development keeping pace with technology and remote workThe shift towards wellbeing, empathy, and people-focused leadershipReflections on industry progress since the mid-90s – and where we still need to improveChris also shares personal insights on mental health, community support, and the importance of looking out for each other. As always, it's candid, thoughtful, and full of laughs.

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 potential, the hype, and the reality.How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.The importance of partnership, ongoing service, and business outcomes over shiny features.Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.

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:

Your weekly contact centre show.Today we chatted about what is missing from the contact centre and CX world.Then we chatted about channel mix.To take part in the show head to Linkedin on a Tuesday at 10am

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 organisations are seeing the most value today, and what the future of AI-powered service might look like.Expect insights on:Why text-based channels are leading the way for agentic AIHow businesses can build trust and compliance guardrailsThe role of humans in overseeing, coaching, and improving AI agentsWhy reducing customer effort and proactive engagement are key to successWhether you're a contact centre leader, a CX professional, or just curious about AI's role in customer service, this episode will leave you informed and inspired.Download the e-book here;https://sabiogroup.com/ebook/delivering-on-the-potential-of-ai-for-contact-centres/?utm_source=get-out-of-wrap&utm_medium=podcast&utm_campaign=2025-07-gpco-ai-for-contact-centres

Listen along to the 102nd episode of GOOW TV from Linkedin Live - streamed on the 29th July the show covers some of the hot topics in our industry and is a real community.

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:The origin story (including Martin's “magic weekend”)The vision behind the communityWhat spaces exist and how members use themHow team leaders are supported with coaching, resources, and peer-to-peer helpWhy this is a movement, not just a membershipBig wins from the Next CX Summit, and what's nextThis isn't just a podcast. It's a rallying call for better support for the people who drive customer experience every day ...the team leaders.Subscribe for weekly episodes and inspiring guests.

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.

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 — this episode is packed with value for leaders at every level.We talk acronyms, Aristotle, safe spaces, and how real growth comes from reflection and feedback.

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 outbound as proactive customer engagementThe role of leadership in a high-performance sales cultureWhy Alvaria's outbound technology is central to their successReal-world use of AI to elevate people, process, and performanceAnd why Loughborough is so much more than a contact centre — it's Currys' largest virtual store.If you think outbound is old-school or "just sales," this conversation will change your mind.

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 audience and industry professionals:

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 adapted with backup power, shelters, and an unwavering commitment to keep business moving forward. Their spirit is humbling.But they need our support. Here's how we can help: ✅ Raise Awareness – Share the truth about what's happening in Ukraine's contact centres. ✅ Consider Outsourcing to Ukraine – Ukrainian contact centres remain highly skilled, multilingual, and resilient. ✅ Support Training & Development – UK trainers can make a real impact by working with Ukrainian teams.It's not enough to say we stand with Ukraine—we must take action. Connect with Iryna and Bogdan to explore real ways to help.Slava Ukraini! 

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:

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.

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!

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:

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.

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

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.

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 transform hesitant leaders into confident decision-makers. Learn about the Future Leaders Club: An exclusive program designed to help rising stars in contact centers unlock their potential and take on bigger challenges. Real-world leadership stories: Hear how Clayton went from struggling with leadership to creating high-engagement, high-retention teams and what he's doing now to inspire others. If you're a contact centre professional looking to elevate your leadership skills—or if you manage emerging leaders—this episode is packed with actionable insights!

**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!**

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, even for centers without advanced tools. He discusses how analyzing everyday customer-agent interactions can reveal insights, such as key phrases, sentiment, and tone, to identify improvement areas. 2. **Enhancing Coaching Conversations**: Garry highlights the importance of coaching for conversational performance rather than focusing on compliance. He advocates for real-time feedback and personalized coaching, stressing that coaching should target how agents handle calls, including empathy, tone, and question types, to drive better outcomes. 3. **Moving from Reactive to Proactive Service**: The conversation shifts to how contact centers can transition from reactive customer service to proactive solutions. By identifying recurring issues in customer interactions, leaders can reduce the volume of repeat problems and improve overall service efficiency and customer satisfaction. ### Why Listen? Listeners will gain valuable insights on how to leverage data from everyday interactions to improve both agent performance and customer experience. Garry shares practical tips for improving coaching conversations, managing vulnerable customers, and using conversational insights to create a more proactive customer service approach. This episode is a must-listen for contact center managers, team leaders, and anyone interested in enhancing agent development and customer satisfaction through actionable insights.

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 your contact centre.

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 Evolution: Sarah talks about how the contact center industry has evolved, particularly with the rise of new technologies like AI and automation. She highlights the shift toward more complex roles and smaller, specialized teams as customer demands and self-service options increase. People-Centric Leadership: Sarah emphasizes the importance of leveraging people power alongside technology. She advocates for developing frontline staff, improving leadership training, and preparing team managers to handle industry changes effectively. DDC's Approach: Sarah introduces DDC Outsourcing's initiatives, such as the "Elevate" program, which harnesses internal talent and expertise to offer strategic innovations for clients. She also touches on the company's global presence, including data centers and language hubs, which serve diverse industries. Networking and Learning: A big proponent of industry events and collaboration, Sarah shares how staying engaged with the wider community helps leaders and frontline employees stay informed and grow in their roles. Listeners will gain insights into how the industry is transforming, the importance of supporting and developing teams, and strategies for thriving amidst rapid technological and operational changes.

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 and the ongoing challenges. Key takeaways: - The importance of designing processes that truly serve *all* customers, especially the vulnerable. - How the FCA is evolving from a punitive regulator to a supportive partner in driving better customer outcomes. - The vital role of technology and human empathy in navigating the complexities of customer service today. Whether you're in financial services or another industry, these insights are crucial as we all strive to better serve our customers in an increasingly complex world. Listen to the full episode for more actionable insights!

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 insights.

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 profile and join the next Break Room.

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.