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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

00:49:43

#127 Sarah Thompson - Rockstar Analyst at Skipton...

Get Out of Wrap - Contact Centre Chat ·

2022/08/19

Sarah Thompson is a Rockstar analyst and proud of it ! As the Senior Capacity Planning Analyst at Skipton Sarah is an advocate of all just how great a career is in planning and influential planning can be for the ultimate success of your contact centre. Sarah is a tour de force and embraces her neurodivergence as a superpower. This is an episode full of laughter, great topics and passion and Sarah is most definitely a star ! --- Send in a voice message:

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00:57:21

#126 Guy, Matt and Leigh from Cactus Search come on...

Get Out of Wrap - Contact Centre Chat ·

2022/08/12

Guy Masters , Matt Affron and Leigh O'Connell from Cactus Search come on and chat BPO's & James Bond.Whilst also covering key subjects we have a real laugh. The BPO sector can be an emotive one in our Contact Centre Industry and no area more so than recruitment. Whether it's volume recruitment for big campaigns or key senior roles these guys have done it all and share their experiences, tips and wisdom. Somehow we also talk boy bands and James Bond. --- Send in a voice message:

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00:40:22

#125 Laura Scott - COO of Dialect

Get Out of Wrap - Contact Centre Chat ·

2022/08/10

Laura Scott is COO at an exciting multi-lingual start-up Dialect. With a passion for technology being an enabler of great customer and employee experience. We chat about her career, her passion , her team and how Dialect operate a great chat with a lovely person with a real growth mindset. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:48:58

#124 Beverley Hughes - Contact Centre Expert

Get Out of Wrap - Contact Centre Chat ·

2022/08/05

Beverley Hughesis a Contact Centre Expert and truly lives up to that title, a straight shooter tells it as it is and we spend an enlightening episode hearing all about Bev's career, thoughts on leadership and much more. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:31:07

#123 Anand Janefalkar - Founder & CEO of UJET

Get Out of Wrap - Contact Centre Chat ·

2022/08/03

Anand Janefalkar is the Founder & CEO of Ujet.cxthe people behind the world's first and only cloud based contact centre platform thats designed for the smartphone era of CX. Anand talks about the start of Ujet and the key problems the company was formed to overcome one of which is talking about visual and contextual communication we are all so used to in the smartphone era and he felt that there's such a big void, when you have the customer and an agent trying to solve problems without that

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01:00:21

#122 David Holmes - Director of Operations at Cigna...

Get Out of Wrap - Contact Centre Chat ·

2022/07/27

We had such a blast and had so much more to say when David finished his first appearance on GOOW we had to do a 2nd. In this one we talk about the transition from Team Leader to managing Team Leaders - amongst many other topics - get ready for interesting tangents ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:50:06

#121 Dan Cohen - Head of Customer Relationship Centre...

Get Out of Wrap - Contact Centre Chat ·

2022/07/15

As Head of the Customer Relationship Centre at Nespresso Dan knows all about culture and delivering true CX. In an engaging, honest, helpful and funny chat Dan brings his career journey to life. We also talk about culture, development, developing a great career in our industry. Dan is a great guest and a great bloke - loved this episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:06:15

#120 Stephen Yap - Research Director @ the CCMA...

Get Out of Wrap - Contact Centre Chat ·

2022/07/08

Stephen Yap is the Research Director at the CCMA. The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022. In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres. This is a must read report and a must listen/watch if you want to deliver a great customer experience from your Contact Centre. Thanks Odigo, the CCMA and Stephen. --- Send

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01:05:35

#119 A Cactus Search special with Guy & Francesca

Get Out of Wrap - Contact Centre Chat ·

2022/07/01

Guy & Francesca are the awesome couple behind Cactus Search probably the most well known recruitment specialists in the Contact Centre industry - in this episode we find out about Francesca & Guy and hear the story of Cactus Search - how it began and whats changed from then to now. We talk about how the industry has changed and we hear from Guy & Francesca on their views on the contact centre recruitment market today - the trends, employer and candidate expectations, the recruitment

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00:53:46

#118 Martin Anderson of Lemon

Get Out of Wrap - Contact Centre Chat ·

2022/06/24

Why is it called Lemon ? What have you learnt building a business over the last 20 years ? What was your background ? What advice would you have for young people in Business studies now ? Martin Anderson C0-Founder and CEO of Lemon answers these questions and many more whilst sharing great stories and information about the awesome work done at Lemon. Loved chatting to Martin - he is an inspirational guy and I learnt a lot - I'm sure you will too. --- Send in a voice message:

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00:56:11

#117 Chris Rainsforth of The Forum chats about...

Get Out of Wrap - Contact Centre Chat ·

2022/06/22

He's back where he belongs at The Forum and the record appearance holder as a guest on GOOW is back in sparkling form. Learning and development of Team Leaders feature heavily in this episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:50:30

#116 Tim Pickard - CMO at Sabio

Get Out of Wrap - Contact Centre Chat ·

2022/06/10

Tim Pickardis such a great guest to have on any podcast and we had a great free flowing conversation around the evolution of the contact centre, where it is just now and the attention it is getting from some of the larger tech vendors. We chatted about the sheer breadth of technologies that are both here already and also coming down the line to help both the organisation, their agents and their customers. We also chatted about Tim's career working in the corporate world of marketing at RSA to join a

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00:59:28

#114 Jillian Manner - Research Fellow & PhD Candidate...

Get Out of Wrap - Contact Centre Chat ·

2022/05/27

Jillian Manneris a Researcher & PhD Candidate from the University of Edinburgh & with the Scottish Collaboration for Public Health Research and Policy (SCPHRP & School of Health in Social Science has been conducting research in our industry in a key area of interest to us all and that is; Workplace Health in Contact Centres. This report is available by using the link below & is invaluable in shaping our contact centres and it's great to see - thanks for all your work Jillian and

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00:38:02

#113 Alexandra Fus - CX Professional - Learning...

Get Out of Wrap - Contact Centre Chat ·

2022/05/25

Alexandra Fusis our first ever guest from Romania and gives us key insights into this thriving modern location. We also talk about how passionate Alexandra is about the BPO sector from A to Z, CX delivery and implementation. Alexandra is a learning enthusiast and we talk about this and is a promoter for professional development especially for those at the beginning of the road. A truly inspirational global episode. --- Send in a voice message:

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01:06:47

#112 Tina Squire - Digital Channels & Operations...

Get Out of Wrap - Contact Centre Chat ·

2022/05/20

Tina Squireis the Digital Channels & operations Director at Interact CC. Tina is a passionate speaker on Neurodiversity in the workplace and this was heightened when she received her own diagnosis of ADHD. If you are curious about ADHD, think you have it, have it, have someone in your team with it or just want to learn then Tina's story, passion and knowledge on this subject is second to none. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:53:26

#111 Maxine Allard - Senior Account Director at Odigo

Get Out of Wrap - Contact Centre Chat ·

2022/05/13

What a great episode - Maxine Allard is Senior Account Director at Odigo and is so insightful and passionate about our industry. In this episode we hear about her career and the impact it has has on her thoughts on a range of subjects from - Progression, Hybrid working, women in contact centres, the relationship between vendors and customers and much more. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:56:29

#110 Naomi & Martin talk about Mental Fitness

Get Out of Wrap - Contact Centre Chat ·

2022/05/11

Naomi Horne & Martin Pemberton talk about Mental Fitness and how to feel more confident, resilient, and energised to handle everyday situations in a more positive way. A GOOW first with a couple coming on - I loved chatting to Naomi & previous guest Martin. They are awesome humans and have just started their own radio show. if you are not already I would suggest connecting with both on Linkedin. --- Send in a voice message:

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00:49:07

#109 Andy Cook on Customer Communities, CX, Digital,...

Get Out of Wrap - Contact Centre Chat ·

2022/05/06

Andy Cook is Customer Experience & People Director at Ruroc and previously was at Dyson & Ovo. We chat about his career which started as a young journalist. Andy shares really helpful tips. We talk about Customer Communities and if you are thinking of setting one up Andy shares some great insights. We also talk Digital, CX , Social Media and Andy's experience as a Lead Judge in UK & European awards. --- Send in a voice message:

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00:52:38

#108 Lucie Child - Strategy Lead Customer Care at The...

Get Out of Wrap - Contact Centre Chat ·

2022/04/29

What an episode - Lucie is great and we covered - Diversity & Inclusion – a huge passion of Lucie's who founded the Women At Very network about 2.5 years ago. She shared how it has transformed from a supportive network to one that’s actively advocating for change. Lucie shares her Squiggly career and bravely talks about mental health and her diagnosis with OCD in her late 20's. She talks openly about it so as to inform and help others. And Lucie shares how creativity is a big part of her life,

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00:51:41

#107 Colleen McCann of HGS

Get Out of Wrap - Contact Centre Chat ·

2022/04/22

Colleen McCann and I have chatted for years after connecting on Linkedin and it's about time we got our chat onto the podcast. Colleen has had a really interesting career and shares great tips on marketing and business development. She shares how energised she is by the vision of HGS, part of which can be summarised by 'Bots & Brains'. In this chat Colleen talks about outsourcing, or rather 'partnering with experts; we talk about the negative connotations versus the reality. What should

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