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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

00:38:38

#86 Helping Team Leaders be better emotionally...

Get Out of Wrap - Contact Centre Chat ·

2021/12/01

How do you become a more Emotionally Intelligent leader that leads with empathy ? In this episode myself and Chris discuss our experiences and offer some advice and tips. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:51:30

#85 Lee Houghton - Change & Connecting the dots

Get Out of Wrap - Contact Centre Chat ·

2021/11/27

Lee and I have started talking every week and I always feel great after speaking to him and I learn something. An expert in Change there are some great lessons and tips shared in this episode and Lee also talks Monkeys, Elephants, Stand Up Comedy and his forthcoming Christmas single - whats not to love ? --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:52:40

#84 Justin Haines - COO at DOJO

Get Out of Wrap - Contact Centre Chat ·

2021/11/19

I've been trying to get Justin to come on from the outset of the podcast and I finally cornered him. Justin is rightly considered one of the key leaders in our industry and today talks passionately about delivering for your customers and for your employees. he shares Dojo's journey and vision and how the concept of Tribes is going to see their NPS & CSAT continue to grow ! --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:27:18

#83 How are you preparing for 2022

Get Out of Wrap - Contact Centre Chat ·

2021/11/05

I was recently part of the panel discussing this topic at the UK National Contact Centre Conference and I wanted to share some of the points raised. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:52:11

#82 Dino Forte - CEO & Founder of Ventrica

Get Out of Wrap - Contact Centre Chat ·

2021/10/23

Dino first came on the podcast over a year ago and we have a lot to talk about. The challenge facing all contact centres at the moment - recruitment is our first topic. We talk about Dino's views on why returning to our vibrant contact centres is so important. We talk about Ventrica's expansion internationally and their latest investments in technology. Dino rightly is considered one of the nicest guys in our industry and its always a pleasure to speak to him --- Send in a voice message:

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00:40:18

#81 Mindset with Martin & Chris

Get Out of Wrap - Contact Centre Chat ·

2021/10/20

Being a customer facing team member in our industry is tough, on this podcast we talk about mindset and the factors that are important in helping your agents get and keep the right one. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:46:09

#80 Brucine Francis on Recruitment & Diversity &...

Get Out of Wrap - Contact Centre Chat ·

2021/10/15

Brucine Francis is a Uk & International recruiter for the Customer Contact Industry and shares her expertise and journey. Brucine talks about her work in Diversity and Inclusion and recounts her own experiences of dealing with racism in her life. Brucine is amazing and I am so glad I did this podcast so you can hear her too. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:07:51

#79 Nik McEwan is back for a record breaking 5th...

Get Out of Wrap - Contact Centre Chat ·

2021/10/01

Nik is a good mate now having chatted many times both on the podcast and off it. He's a successful business owner, charity champion and Linkedin leader. Today we talk about many many things that were on Niks mind. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:44:16

#78 James Revell shares his views & knowledge on our...

Get Out of Wrap - Contact Centre Chat ·

2021/09/24

James is always a great listen - his knowledge, skills and just the person he is makes for a great episode. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:52:54

#77 GOOW Michael Sherwood - Head of Digital...

Get Out of Wrap - Contact Centre Chat ·

2021/09/17

I've known Michael since 2017 when we judged together and he has been someone I have wanted to come on the podcast since I set it up in 2019. Michael is a subject matter expert in call & contact centres, CX and DX and shares his career journey, his passion for customers, start up tips, and shares the journey that Atiom have been on. A great episode and guest - hope you enjoy. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:09:30

GOOW Huddle 1009

Get Out of Wrap - Contact Centre Chat ·

2021/09/10

The first GOOW huddle, before we start the working day I will record no more than 10 minutes of industry news, thoughts, top tips, book recommendations and anything else that takes my fancy - this is the first one - let me know what you think. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:24:41

#76 Martin Pemberton - Professional footballer for a...

Get Out of Wrap - Contact Centre Chat ·

2021/08/20

Martin Pemberton worked hard to live alot of peoples dream for a decade - he was a professional footballer. This career was ended by injury and Martin suffered until he created Just 1 to 11. In a funny, heart warming, real and authentic episode Martin shares his lifes journey and how Just 1 to 11 saved him. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:55:20

#75 Andrew MacAskill - Linkedin Job Search expert &...

Get Out of Wrap - Contact Centre Chat ·

2021/08/13

Andrew MacAskill is a job search guru with a following of over 80,000 on Linkedin and is an official Linkedin Changemaker due to his unstinting support and guidance to job seekers. An episode well worth a listen if you are job searching or might be in the future. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:54:16

#74 Alice Henderson of John Lewis

Get Out of Wrap - Contact Centre Chat ·

2021/08/05

In this episode I am joined by the lead of the award winning John Lewis Customer Care team Alice Henderson and she talks about management and governance of change activity within contact centres. How do you govern it across multiple head office stakeholders, manage the volume of change,and prioritise effectively. She also talks about how the team helped shape the strategy for customer care with our senior leaders, and built the distributed working model last year. Alice is illuminating and

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00:55:43

#73 David Preece of QStory talks planning, intraday...

Get Out of Wrap - Contact Centre Chat ·

2021/07/30

David has been in contact centres since starting on the phones some 20 years ago. He found he had a talent in planning and hard work and research has seen him become an SME in this area. In this episode David talks about planning for hybrid workforces, intraday automation, workforce engagement and how real time agility is more beneficial to your business than forecast accuracy. A great episode with a great guy & not just because we have similar beards :) --- Send in a voice message:

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00:55:28

#72 Garry Gormley chats about customer & colleague...

Get Out of Wrap - Contact Centre Chat ·

2021/07/23

Garry is founder of Fab Solutions and also the founder of the Contact Centre Network, prior to that he had a long career at BUPA. In this episode we talk about his career to date, about how to create customer and colleague loyalty in your Contact Centre and Elephants, dead fish & vomit :) --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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01:08:50

#71 Jimmy Hosang CEO of The Modular Analytics Company

Get Out of Wrap - Contact Centre Chat ·

2021/07/16

Jimmy Hosang is the CEO of The Modular Analytics Company and he brings the authenticity and engagement you'd expect from that company to this podcast. I loved chatting to Jimmy and found him inspirational as he talked about his journey and his ethos. We also talked about the digitisation of the contact centre and how Jimmy is passionate about people development and their use in contact centres. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:47:51

#70 Mark Turner & The Race to the Stones

Get Out of Wrap - Contact Centre Chat ·

2021/07/09

Mark Turner is an Operations SME and currently heads up the multi-lingual operation at BPA Quality. He also takes on the task of leading a yearly physical challenge to raise money for charity. The last few years have seen people from BPA complete the 3 Peaks challenge and this year despite Covid is no different with the team taking on the 100km challenge that is the Race to the Stones. In a laughter filled episode Mark shares tips and why you should be organising something for your contact

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01:16:14

#69 Rob Wilkinson

Get Out of Wrap - Contact Centre Chat ·

2021/07/02

Rob Wilkinson is very well known in the industry. He has judged at customer experience awards, spoken at business forums, provided content as a subject expert and been twice voted in Call centre Helpers ‘Top 10 Most respected’. Rob shares his journey, top tips and his passions. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:45:40

#68 Incentives and Games with Chris

Get Out of Wrap - Contact Centre Chat ·

2021/06/25

In another episode dedicated to sharing tips and advice - this topic is one close to our hearts as Operations people and that is Incentives and Games in the Contact Centre --- 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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