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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

00:49:35

#47 Training in Contact Centres with Sophia Jakeman &...

Get Out of Wrap - Contact Centre Chat ·

2021/02/12

In this episode we cover Training in contact centres. I am lucky enough to be joined by Sophia Jakeman and Helen Manahan - experts in their fields, we talk about; How has the pandemic changed training and peoples views on it ? How is it being delivered and what best practice tips would you share? We also spend some time talking about a key topic that is proving to be very popular at the moment - Vulnerable customers. We also talk about the added benefits Sophia and Helen have seen in terms of

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00:37:22

#46 Jackie Pringle - Director of Awards - CCMA

Get Out of Wrap - Contact Centre Chat ·

2021/02/05

Jackie Pringle of the CCMA talks about the UK National Contact Centre Awards and the importance of recognising people during this difficult time and the positive emotional impact of getting involved. Jackie gives loads of examples of the positive impact of being involved – both for contact centre professionals and also the judges. As well as reflecting on the engagement and impact of last year’s programme we also talk about thisyears’ programme, the new categories and the Head Judges. If you are

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00:50:19

#45 Chris Rainsforth & I carry on chatting emotions,...

Get Out of Wrap - Contact Centre Chat ·

2021/02/01

Recorded live with no editing & published the same day I carry on my series of chats with my good friend Chris Rainsforth. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:47:15

#44 Stephen Yap - Research Director for the CCMA

Get Out of Wrap - Contact Centre Chat ·

2021/01/08

Stephen Yapis the Research Director at the CCMA ( Call Centre Management Association ) and you might have , like me, enjoyed his presentation at this years conference where Stephen shared the output of the research into our industry and the future. On our episode today Stephen covers the perception of contact centres, what is insight ?, CX , Operations and how important contact centres are and are going to be in delivering CX in 2021. Thanks Stephen ! --- Send in a voice message:

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00:52:52

#43 Ben Page - Chief Executive of Ipsos - Mori

Get Out of Wrap - Contact Centre Chat ·

2020/12/18

More used to being on the BBC than a homemade podcast Ben Page joins me on Get out of Wrap to talk about the work of Ipsos, 2020 and 2021 and what we should be thinking about based on all the research Ipsos do. Ben is the CEO of Ipsos-Mori and has worked there since 1987 following graduating from St.John's College, Oxford University , he has provided the services and consulted for governments and the media as well as the private sector. Ben and Ipsos are real supporters of our industry having spoken

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01:40:35

#42 Chris Rainsforth & I go full Joe Rogan and chat...

Get Out of Wrap - Contact Centre Chat ·

2020/12/11

ChrisRainsforth is Head of Operational Best Practice at Verint, previously at The Forum Chris knows his stuff about contact centres and featured on episode 3 and has been a massive part of & supporter of the podcast. We have become friends so we chat for ages, I didn't want to leave anything out as Chris is a really interesting guy. The first part is centred on contact centres and then in the second hour ( recorded a week later ) we chat politics, life, lockdown and some football I'm sure gets

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00:44:40

#41 Katy Forsyth - Co-Founder & Director of Red...

Get Out of Wrap - Contact Centre Chat ·

2020/12/08

Katy Forsyth has been in the contact centre world since University and after 5 years working for a recruiter she set up her own business Red recruitment with the concept of integrity at its heart. Chatting to Katy was like talking to an old friend, we talked about the research her teams conducted into the contact centre industry that had some fascinating insights and also about her views on the state of recruitment industry and processes in the contact centre world. Thanks Katy for coming on. ---

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00:49:44

#40 Judith Yates - HR Director

Get Out of Wrap - Contact Centre Chat ·

2020/12/04

Judith recently spoke at the National Contact Centre conference about the work her and the team have done at BPA Quality to ensure the well being of the team is maintained during this challenging year, Jude shares her tips in this important area. Jude also talks to us candidly about her journey and also bravely talks about personal tragedy and its impact. Having worked with Jude for over 5 years I still learnt something new and that highlights the importance of really connecting and listening to

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00:53:22

#39 Nathan Simmonds talks Coaching, Mindset and...

Get Out of Wrap - Contact Centre Chat ·

2020/11/27

Nathan Simmonds is a Leadership Coach & Trainer and expert in Leadership skills and coaching. Nathan has worked across a variety of industries across multiple continents and has a multi-cultural understanding of leadership and what good and bad looks like. He shares one great tips and this episode will be really useful to all levels in your organisation - a real pleasure to spend time with Nathan. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:54:28

#38 Martin Hill-Wilson on Emotive CX and a range of...

Get Out of Wrap - Contact Centre Chat ·

2020/11/20

If you've attended an event in our industry I bet Martin was one of the speakers. A seminal figure and thought leader in our industry. I was lucky enough to sit with Martin and talk about Emotive CX and a range of other topics including the future of our industry. A person who needs no introduction this is a must listen episode if you are interested in the contact centre industry. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:11:54

#37 A weekly update and an announcement about Get out...

Get Out of Wrap - Contact Centre Chat ·

2020/11/13

Hi Everyone, thanks for listening. In this episode I talk about what I have been up to last week , preview the next guests and highlight a job seeker. Then I announce a charity partnership between Get out of Wrap and Naomi House/ Jacksplace. Naomi House & Jacksplace hospices provide expert hospice care to more than 525 life limited and life threatened children, young adults and their extended families from Hampshire, Wiltshire, Dorset, Berkshire, West Sussex, Surrey and the Isle of Wight. When a

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01:17:03

#36 Nik McEwan - Charity Expedition Leader, Bid...

Get Out of Wrap - Contact Centre Chat ·

2020/11/06

Nik and I first spoke in May 2019 after his solo walk to Edinburgh that raised awareness and thousands of £ for Shelter. A lot has happened since then for Nik. He brings me up to date on what he's been up to, we chat about his charity work in Uganda, his approach to Linkedin , a day in the life of Nik, mental health and more. It's been a journey with Nik, we disagreed on points in the past but Nik is authentic and always seeks to understand and that has led to , in his own words, him evolving. I'm

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00:39:30

#35 Leigh Hopwood CEO of the CCMA chats about the...

Get Out of Wrap - Contact Centre Chat ·

2020/10/28

Leigh Hopwood CEO of the CCMA chats about the future of the CCMA, awards, sharing best practice and the contact centre industry. Leigh lists the must attend events coming up including the National Conference. She shares her insight into the industry now and in the future. if you are interested in contact centres or in the industry this is a must listen. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:37:47

#34 Helen Manahan's hat trick appearance

Get Out of Wrap - Contact Centre Chat ·

2020/10/09

I am lucky enough to work with Helen and she really is an SME in the world of contact centre quality assurance and training. She has been on Get out of wrap twice before and I'm sure you'll be pleased to know this episode is no different to the previous two in that Helen is very insightful and engaging. She talks about CX, CSAT, NPS and where QA sits in a holistic view of customer experience, the impact of the changes this year to QA and customer experience and as is our want we journey into some

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00:52:07

#33 Nicola Callan talks about Coaching & People...

Get Out of Wrap - Contact Centre Chat ·

2020/08/07

Nicola Callan has spent her entire career in and around customer operations and contact centres. In this episode, she shares how a pivotal moment 20 years ago helped to shape her career path and how that has most recently led her to set up her own company so she can do even more of the work she loves. Talking about all things coaching; what it is, what it isn’t, how it empowers others and how to develop your coaching skills, this episode is packed full of hints, tips, advice and insight from the

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00:46:37

#32 Marianne Rutz talks about her own career & life &...

Get Out of Wrap - Contact Centre Chat ·

2020/07/17

Marianne Rutz is an Operational Excellence expert for corporate multi-lingual contact centres, a podcaster and a speaker. Her passion for contact centres is evident and Marianne has an excellent podcast of her own called the Operational Excellence Show ( on all podcast platforms) and is an inspirational person to spend time with. As well as sharing her career journey that includes Hertz, Paypal and leading outsourcing operations globally for thousands of FTE Marianne also talks openly & candidly

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00:41:20

#31 Trevor Butterworth founder & CEO of the UK...

Get Out of Wrap - Contact Centre Chat ·

2020/07/10

Trevor Butterworth is a prominent figure in our industry and as Founder & CEO of the UK Contact Centre Forum has over 20 years experience of interacting with all the forum's members so brings a wealth of experience and know how of our industry to the podcast. Today we chat about various topics including a recent piece of research the forum have conducted that is very relevant in today's times and that is homeworking. --- Send in a voice message:

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00:55:32

#30 Sham Aziz - Head of CS for Selfridges is back !

Get Out of Wrap - Contact Centre Chat ·

2020/07/03

On his 2nd appearance my friend Sham talks about Lockdown adjustment and leveraging the situation to drive quicker decisions and the CS proposition in general. He also talks about Fortnite - gaming and CS. We finally cover diversity and inclusion and the recent BLM protests. An emotional episode for sure but enjoyable and hope you enjoy listening. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:55:36

#29 Chatting with Jerry Lyons - Director at Omnes...

Get Out of Wrap - Contact Centre Chat ·

2020/06/26

Jerry Lyons is Director at Omnes Healthcare Operations Centre and in this episode we chat about his journey in outsourcing, whose influenced his career and why, his leadership tips and his career in football coaching. It's a fascinating journey with lots of helpful take-aways - hope you enjoy listening. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:51:55

#28 Chatting to Janine Lee who shares great career...

Get Out of Wrap - Contact Centre Chat ·

2020/06/19

Janine Lee had a very different route to contact centres and started her career as a chef, this lasted for 12 year’s and Janine still loves to cook to this day! A desire to help others led to contact centres and Janine started at RSA Insurance & over 16 years held a variety of customer service and senior leadership roles. The leadership roles spanned sales and service teams across direct to consumer and business to business functions and multi site, in addition to resource planning teams too The

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