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PODCAST

Get Out of Wrap - Contact Centre Chat

Martin Teasdale

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

business management

All Episodes

00:52:13

#147 Danny Wareham on Culture & Bee's

Get Out of Wrap - Contact Centre Chat ·

2023/02/01

Danny Wareham is an expert on culture and in this enlightening episode shares his mantra's and tips on installing a great culture in your organisation. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:57:39

#146 - Chris & Phil from The Forum on Resource...

Get Out of Wrap - Contact Centre Chat ·

2023/01/27

Chris Rainsforth and Phil Anderson of The Forum are experts on Resource Planning and bring that to bear in this illuminating episode ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:41:32

#145 Elli Barron & Russell Wilson of Sensee

Get Out of Wrap - Contact Centre Chat ·

2023/01/25

Elli Barron & Russell Wilson of Sensee join me to talk all about running teams in a homeworking environment - Sensee are rightly regarded as our industries homeworking experts and Elli & Russell share just how they do it. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:49:25

#144 Dr.Phoebe Asquith of Sabio on wellbeing in...

Get Out of Wrap - Contact Centre Chat ·

2023/01/20

What a great guest Dr.Phoebe Asquith is ! A Doctor of Psychology Phoebe shares her knowledge and all the work she is doing in our industry on wellbeing, psychology and much more - a fascinating episode ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:42:13

#143 Erica Farmer of Quantum Rise chats about how her...

Get Out of Wrap - Contact Centre Chat ·

2023/01/13

Erica is awesome and has been on the podcast twice before - she is an expert on digital learning and in this episode she takes us through how she successfully applied and delivered a TedX talk. From the concept, the application , planning, rehearsals this is everything you need to know about how to get a TedX talk done. Not content with that Erica is also going to be a Linkedin Learner ! We chat about that and much more. --- Send in a voice message:

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00:46:09

#142 - Barry Cooper of Moneycorp talks coaching &...

Get Out of Wrap - Contact Centre Chat ·

2023/01/06

Kicking off 2023 we are in the contact centre and getting a coaching and leadership masterclass with Barry Cooper - loved chatting to Barry ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:45:32

#141 - The Expo Panel is back to discuss the Future...

Get Out of Wrap - Contact Centre Chat ·

2022/12/23

At this years Call & Contact Centre Expo in November I was lucky enough to host a panel with Sandrea Morgan of Oner Active, Dan Fretwell of The Cotwolds Company and James Revell of Air France/KLM. At the Expo this panel really drew the crowds and it their were people stood as all the seats had gone ! The panel cover the main challenges they see for our industry next year and share tips and thoughts as well. --- Send in a voice message:

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00:50:27

#140 - Clayton Drotsky of the Growth Crew talks...

Get Out of Wrap - Contact Centre Chat ·

2022/12/21

With circa 20 years behind him leading contact centres after starting on the phones Clayton made the jump to start his own business in leadership coaching. If you know Clayton you know what an awesome human he is and how much sense he talks on leadership , if you dont know him then after listening to this I bet you send him a message on Linkedin. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:14:39

#139 - Get out of Wrap - the next chapter

Get Out of Wrap - Contact Centre Chat ·

2022/12/16

A brief summary of whats next for me and the podcast plus some industry news and details about the next three guests. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:42:24

#138 Andy Watts of Odigo

Get Out of Wrap - Contact Centre Chat ·

2022/12/09

Andy Watts is a subject matter expert when it comes to some of the best cutting edge technology in our industry and in this episode I get to learn loads from chatting to him and I hope you do too. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:50:56

#137 Eugene Neale of loveholidays

Get Out of Wrap - Contact Centre Chat ·

2022/11/30

Eugene Neale of Loveholidays chats chatbots...or rather digital assistants and the impact they can have on your contact centre. It was a pleasure to speak to someone who is at the forefront of conversational AI and technological development in our industry. The stuff loveholidays are doing with Sabio is fascinating and Eugene brings it all to life in this episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:37:18

#136 Jeanette Hunter of Jabra

Get Out of Wrap - Contact Centre Chat ·

2022/11/18

Jeanette comes on the show and talks all about her career and about some of the cool stuff Jabra are doing to help agents wellbeing and provide coachable information in the moment. Jeanette comes from the phones and knows her stuff, her passion for our industry is known by many and I loved chatting to her on this episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:59:45

#135 Francesca, Kelly & Josh of Cactus Search chat...

Get Out of Wrap - Contact Centre Chat ·

2022/11/11

Francesca Randle, Kelly Bristow and Josh Homans of Cactus Search discuss volume recruitment and how its changed post covid, brexit and amidst a talent shortage. They share thoughts and great tips on; Candidate Attraction prior and current Challenges now and how they advise their clients What the key drivers are for candidates. What processes they use on these campaigns and what they look for in recruiting good sales advisors. Plus much much more and as I've come to find out if you work at Cactus you

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01:00:52

#134 Peter Krykant & an inspirational story !

Get Out of Wrap - Contact Centre Chat ·

2022/11/09

Peter Krykantis an amazing human being who through his efforts in helping those in need of help in our society namely homeless people and those struggling with addiction has been recognised and interviewed by the BBC and met the Queen. It wasnt always like this and Peter's passion in helping others is born out of struggling to rise out of this awful situation. His rise was helped by a contact centre taking a chance on him. In our industry peter thrived and learnt skills he still uses today and

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00:56:40

#133 Phil Anderson of The Forum

Get Out of Wrap - Contact Centre Chat ·

2022/11/04

PhilAnderson of The Forum is an awesome guest and true advocate of our industry and is someone truly passionate about learning. Join me as we hear from Phil on; 1. Why should you listen to this - what will you gain? 2. Phil's career starting with 4 years on the phone, being a Team Leader, moving into WFM and undertaking training with the Forum before eventually joining them. 3. How to learn & what is learning ? 4. What stops learning ? 5. How to build learning habits and rhythms. 6. Tips for

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00:46:58

#132 Chatting with Steve Mosser - Founder & Group CEO...

Get Out of Wrap - Contact Centre Chat ·

2022/10/28

We've all experienced the revolution of home working as a result of the pandemic - what is it's future, is it here to stay ? How do you deal with isolation of homeworkers? What are the limitations and benefits ? Who better to cover these topics than Steve Mosser of Sensee, Steve and the team at Sensee are the subject matter experts on homeworking and in this episode we talk all about it. This is an episode not to be missed and I loved listening to Steve. --- Send in a voice message:

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00:48:18

#131 Luke Dobson of CloudCCaaS

Get Out of Wrap - Contact Centre Chat ·

2022/09/30

I've known Luke a long time and we worked together in Turkey so it was great to chat to him on the podcast. We chatted about Luke's early days as an agent on the phones in Australia all the way through to why he set up CloudCCaas. We chat about the challenges he is seeing in successfully implementing cloud technology and how to overcome those challenges and Luke also shares tips for starting out. In a departure from talking about football as well we also talk about Luke's passion for cricket -

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00:55:08

#130 Phil Jordan - Head of Contact Channel Automation...

Get Out of Wrap - Contact Centre Chat ·

2022/09/23

Phil Jordan - Head of Contact Channel Automation & Self Service @ Homeserve chats conversational AI in a fascinating episode where he shares great insight on how using cutting edge technology combined with operational teams can deliver excellent experiences for your customer and hugely improve processes. Homeserve in partnership with Sabio have been delivering some ground breaking stuff and we hear all about it in this episode. --- Send in a voice message:

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00:46:41

#129 Richard Gregory of Odigo chats vulnerable...

Get Out of Wrap - Contact Centre Chat ·

2022/09/16

In this episode Richard Gregory chats about vulnerability. At a time when the cost of living and utility price hikes are causing real concern Richard shares Odigo backed research, personal stories and a real passion for helping both employees and customers as we navigate as an industry through a trying time. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:49:31

#128 - Garry Gormley discusses the state of our...

Get Out of Wrap - Contact Centre Chat ·

2022/08/26

Garry Gormleyfounder of the FAB Group and all round contact centre industry supremo and I discuss an article that states our industry is on the brink of collapse. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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247 results

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