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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

00:49:52

#106 Klaus Failenschmid - Head of UX at Sabio chats...

Get Out of Wrap - Contact Centre Chat ·

2022/04/13

A great episode with a real expert ! Klaus Failenschmid specialises in UI/Design Processes, chatbots & voicebots and linguistics in general and is Head of UX Chatbots and Interaction Technologies at Sabio. Klaus tells us in this episode how these technologies can create excellent experiences for the customer and the agent and discusses their impact on the wider contact centre. We also hear how Klaus was actually the first European employee of SpeechWorks – now Nuance – before joining Sabio and

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00:48:15

#105 The Ukraine Special

Get Out of Wrap - Contact Centre Chat ·

2022/04/12

The Ukraine special --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:51:19

#104 Ukraine special - talking to four people from...

Get Out of Wrap - Contact Centre Chat ·

2022/04/12

Thanks to our friend Iryna Velchyko we were given this opportunity to talk to three other members of the contact centre community in Ukraine. Two contact centre owners and an agent told us about their experiences in the war to date and also the work they are continuing to do from their contact centres. We also talk about how we can assist our colleagues in Ukraine in their hour of need. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:48:53

#103 Matt Smallman - Author of Unlock Your Call Centre

Get Out of Wrap - Contact Centre Chat ·

2022/03/30

Matt is passionate about helping contact centres and customers have a better experience when it comes to identification and authentication. A voice biometrics expert Matt has written a book called 'Unlock your call centre' in this episode he tells tells us all about it and also covers; - We all tolerate poor security experiences without really understanding their implications (particularly on front line colleagues) - Organisations need to understand where they are starting from - It’s not always as

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00:59:18

#102 David Holmes - Operations Director - Cigna

Get Out of Wrap - Contact Centre Chat ·

2022/03/25

David Holmeshas had a very interesting journey to his current role and shares this inspirational journey with us and also shares some great insights and observations along the way - an authentic, insightful, interesting guest and SME. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:50:17

#101 Omar Paul - Delivery Director at Makepositive

Get Out of Wrap - Contact Centre Chat ·

2022/03/23

Omar Paul has been around the world working on contact centre based technology, predominantly CRM. In this episode we talk about Omar's journey including 7 years in Dubai. We talk about his 4 pillars for success. The CRM movement and CX through the salesforce lens. We talk about makepositive and Sabio and how they align and as you will hear Omar is positive about CX & Employee engagement and how they are intrinsically linked. --- Send in a voice message:

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01:17:11

The 100th episode

Get Out of Wrap - Contact Centre Chat ·

2022/03/19

It's funny what a number can do isn't it, why has the 100th had me thinking and emotional (positive) where the other ones have not ? It's a milestone and one I wanted to recognise by bringing together some of the awesome people who have been such a part of the podcast into one room to chat about our industry - thanks for listening and thanks for all the support, engagement and interactions along the way - love that :) --- Send in a voice message:

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00:55:03

#99 Erica Farmer comes back for part 2 - follow your...

Get Out of Wrap - Contact Centre Chat ·

2022/03/04

Erica Farmer Co-Founder of Quantum Rise was on last week and we chatted about so much stuff and had so much fun we wanted to finish with a part 2 to discuss following your heart and being happy at work. Erica has been there, done it and got the t-shirt so well worth learning from her ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:21:06

#98 Iryna Velychko - of the Ukrainian Contact Center...

Get Out of Wrap - Contact Centre Chat ·

2022/03/01

Joining live from Kyiv, Ukraine Iryna tells us what its been like to leave the call centre and take up arms. Iryna is probably known to many of you as she has judged at the European Contact Centre awards and is a good friend of the UK Contact Centre Community. her contact centre community has stopped answering calls from customers and is answering the call to defend their homeland. Hear what it has been like and you can help by contributing to this fund that will go directly to

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01:01:35

#97 Marianne Withers - CEO of The Verity Centre

Get Out of Wrap - Contact Centre Chat ·

2022/02/25

Can you progress in your career whilst not compromising on who you are ? Marianne talks passionately about how you can. In this episode we cover many topics including being true to yourself and how to overcome the challenges you face. Talking of challenges Marianne also talks about the challenges she has faced as woman rising to the top of her game. We also talk about Outbound, where we both cut our teeth in this industry and why it is still important today. Unique, uncompromising, funny and

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00:37:36

#96 Stu Dorman makes his hat-trick appearance & talks...

Get Out of Wrap - Contact Centre Chat ·

2022/02/23

Stu Dorman has been on twice before and marks his hat-trick appearance with a trademark insightful chat about our industry. Voice has stood the test of time as the dominant channel in our industry and Stuart shares why its short sighted to try and kill it. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:36:24

#95 Erica Farmer of Quantum Rise Talent Group chats...

Get Out of Wrap - Contact Centre Chat ·

2022/02/18

Erica is the co-founder of Quantum Rise Talent Group and is a subject matter expert in L&D - we talk about Erica's career and the birth of Quantum Rise at the start of the pandemic and how progressive L&D practitioners embracing digital techniques have delivered exceptional results - Erica talks passionately about the industry, values and much more. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:03:11

#94 Lynsay McEwen - Head of Hosted Platforms at Sabio...

Get Out of Wrap - Contact Centre Chat ·

2022/02/11

Lynsay McEwen - Head of Hosted Platforms at Sabio talks about Women in Tech and specifically in the contact centre technology / software environment. Lynsay shares her experiences and talks about why she is so passionate about leading the way for young women to get into technology and is very active in making this happen. An inspiring chat ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:52:56

#93 John Devlin of Ascensos talks BPO Outsourcing...

Get Out of Wrap - Contact Centre Chat ·

2022/02/09

John has been on the podcast before in the first year and he is always a great guest, great views and insights on the industry and in this episode talks about Ascensos's expansion into South Africa and Turkey. We also talk about how we need to do a better PR job for our industry and also chat football ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:59:41

#92 James Hughes - Group Head of Solutions at Sabio...

Get Out of Wrap - Contact Centre Chat ·

2022/02/02

James Hughes talks about one of his passions and that's for ensuring technology supports Agent mental health & wellbeing. We chat about Sabio's positioning here and also trends in the industry around attrition , absence and what other kpi's are important indicators when it comes to agent wellbeing. We also talk about James other passion - can you guess what it is ? --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:53:51

#91 Chris de Souza of CGI on building great teams and...

Get Out of Wrap - Contact Centre Chat ·

2022/01/28

How did Chris empower the team on the Boris Bikes scheme ? What are the key things you must do to build great team spirit and what does Chris think about the future of our industry. We cover these and much more talking to industry expert Chris de Souza . --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:59:35

#90 Jonathan Gale CEO of Sabio kicks off a series...

Get Out of Wrap - Contact Centre Chat ·

2022/01/21

Episode #90 of Get out of Wrap is the kick off episode for a series of behind the scenes look at some exciting stuff going on at Sabio - and who better to give us that first look than the CEO Jonathan Gale.We of course chat about Jonathan’s career and there is a fascinating insight into the inception of Sabio and the birth of this important company in our industry.We get to hear about the convergence of the contact centre, CX and CRM, what does this mean and for who ?In a wide ranging insightful and

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00:42:20

#89 Angella Hill-Wilson - role model, activist,...

Get Out of Wrap - Contact Centre Chat ·

2022/01/14

From starting on the phones in Telemarketing to setting up Call Centres across Europe and running her own successful business Angella is a real role model. We talk about her journey and she shares great advice and insights. We also chatted about Angella's passion & activism for Equality, Diversity & Inclusion and how her own experiences shaped that and how we can be allies. Angella is rightly considered a subject matter and lovely human and I am sure after listening you will think so too. ---

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01:00:30

#88 David Harrison - Director of Customer @ Atlanta...

Get Out of Wrap - Contact Centre Chat ·

2021/12/18

Whilst working at a fairground style stall at Alton Towers giving teddy bears away a bit too freely David Harrison discovered the magic of customer service.Hear this and the rest of David’s story as a slightly introverted young man was catapulted into positions he thought he wasn’t ready for, yet thrived.David has led teams to 7 awards and talks passionately about leaving behind the command & control culture prevalent in a lot of contact centres to ones of purpose driven & trusted teams.I loved

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01:02:36

#87 Sandrea Morgan

Get Out of Wrap - Contact Centre Chat ·

2021/12/03

I am so lucky doing the podcast as I get to talk to brilliant people and Sandrea is one of those. Sandrea shares her inspirational personal story and journey into our world of contact centres and shares her tips and current cutting edge world at Depop. I loved talking to Sandrea about the topics she is passionate about and Sandrea celebrates and leverages difference and diversity within her teams to deliver excellence. A brilliant guest I know you will love listening to this episode. --- Send in

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247 results

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