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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

00:41:24

#204 - Get out of Wrap TV ft. Garry Gormley

Get Out of Wrap - Contact Centre Chat ·

2024/10/25

In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers. ### Key Takeaways: 1. **Using Conversational Data to Drive Performance**: Garry emphasizes the potential of conversational analytics in improving agent performance, even for centers without advanced tools. He discusses how analyzing everyday customer-agent

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00:36:05

#203 - Supporting Team Leaders & Agents

Get Out of Wrap - Contact Centre Chat ·

2024/10/18

For the recent Contact Centre Performance Summit by Evaluagent I was asked to do a live presentation / webinar about how the Team Leader & Agent roles have changed over the years and what we can do to better support them.In this live session I share where our industry is right now and the impact that has on team leaders and agents and also share tips and ideas for how you can see them thrive in your contact centre.

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00:36:59

#202 - Sarah Hunt of DDC Os - lndustry Legend

Get Out of Wrap - Contact Centre Chat ·

2024/10/11

In this episode of the Get Out of Wrap podcast, Martin chats with Sarah Hunt from DDC Outsourcing, exploring her career journey and insights into the contact center industry. Sarah discusses her transition from operational management to a more strategic role in the industry, working to elevate contact center jobs and make them careers of choice.Key takeaways for listeners include: Industry Evolution: Sarah talks about how the contact center industry has evolved, particularly with the rise of new

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00:47:11

#201 - Ian Chappell of Centrical on Team Leader...

Get Out of Wrap - Contact Centre Chat ·

2024/09/24

ian is an awesome guy and we talk about his career and then about a subject we are passionate about but is often overlooked and that is Team Leaders. Thankfully Centrical have focused on Team Leaders and Ian shares the recent developments in their offering.

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00:38:29

Get Out of Wrap TV - Sept 17th - 80th Show

Get Out of Wrap - Contact Centre Chat ·

2024/09/17

What was your nickname at school ?What does our industry need to do better to attract talent ? Two great events coming up Join me and the GOOW community to chat about these questions and more on your weekly Linkedin Live TV show all about contact centres.

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00:26:04

#200 - The 200th episode of Get Out of Wrap

Get Out of Wrap - Contact Centre Chat ·

2024/09/13

To celebrate hitting this milestone I asked for lots of you awesome people to come and say hi ! Thanks for always supporting me - whilst I do it on my own, I really don't x Heres to the next 200 and more amazing people and stories about our great industry.

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00:49:51

#199 Helen & Pete of BPA Quality on Consumer Duty one...

Get Out of Wrap - Contact Centre Chat ·

2024/09/06

**One year into Consumer Duty—are we truly putting customers first?** In our latest podcast episode, I had the pleasure of diving deep with Helen Manahan and Pete Dunn from BPA Quality about the impact of the UK’s Consumer Duty regulation, one year on. We unpacked how this regulation is driving a critical shift towards customer-centricity in the financial sector, highlighting both the successes and the ongoing challenges. Key takeaways: - The importance of designing processes that truly serve

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00:56:12

The Break Room - a Linkedin Live Audio event

Get Out of Wrap - Contact Centre Chat ·

2024/09/04

Join me, Danny, Kerry, Scott, Daryn and Dara as we chat about how life has changed for agents, interviews, loyalty and fantasy football. Linkedin Audio is a Live event and The Break Room is a chance every fortnight to come together and chat about whatever you want.

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00:45:01

GOOW TV Panel - Performance Management

Get Out of Wrap - Contact Centre Chat ·

2024/08/13

On today's Linkedin Live GOOW TV we had our first ever panel.I was joined by Dan Light of Different Edge, Pete Dunn of BPA Quality and Danny Wareham of Firgun to talk about Performance Management in Contact Centres. Is performance management a phrase that strikes fear into your teams ? We explore why this and what you can do about it and the panel really pick apart the concept sharing great insights.

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00:39:33

The Break Room - a Linkedin Audio Event

Get Out of Wrap - Contact Centre Chat ·

2024/08/05

The Break Room is a Live Linkedin Audio event bought to you by Get Out of Wrap.We started talking about academies (grad bays) in Contact Centres initially but as its a live event we started talking about AI and then, thanks to Spencer, we talked about the extent to which technology is helping or hindering customers with disabilities. If you like the sound of this why not head over to my Linkedin profile and join the next Break Room.

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00:41:41

#198 - Nadine Edmondson of Evaluagent on maximising...

Get Out of Wrap - Contact Centre Chat ·

2024/08/02

Nadine Edmondson is Director of Product Marketing & GTM at Evaluagent and is at the cutting edge of whats going on at Evaluagent with their AI driven QA, XNPS and gamification. It's a great conversation and Nadine is insightful, knowledgeable and engaging !

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00:45:51

#197 GOOW TV - Are agents being asked to come back in...

Get Out of Wrap - Contact Centre Chat ·

2024/07/24

In today's Get out of Wrap on Linkedin we chatted about whether we are seeing a return of agents from working from home back to the contact centre, and if so, what are the implications.We also chatted about ID & V and the trend on time taken to identify customers.

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00:38:30

#196 - GOOW TV ft. Rob Wilkinson on NPS & an...

Get Out of Wrap - Contact Centre Chat ·

2024/07/17

In this episode from GOOW TV (every Tuesday on Linkedin - 10am GMT) I am joined by Rob Wilkinson of Evaluagent who shares his thoughts on NPS and what Evaluagent are up to in transforming how we understand and use NPS.There's also a special announcement !

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00:31:50

#195 - The ECCCSA's with new Chair of the Judges -...

Get Out of Wrap - Contact Centre Chat ·

2024/07/12

With a week to go until the deadline for nominations for the European Contact Centre & Customer Service Awards ( the ECCCSA's) I sit down to chat with the new Chair of the Judges - Moira Clark and Awards Director of Operations - Jackie Pringle.

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00:39:42

#194 - GOOW TV on Training & Agent In-Call Knowledge

Get Out of Wrap - Contact Centre Chat ·

2024/07/09

On this weeks GOOW TV (every Tuesday 10am on Linkedin Live) we chatted about our favourite subjects at school and then onto what we thought needed to be improved for agents training in contact centres. Then we covered the latest stats on agent desktop systems including in-call knowledge. Lots of great insight from the viewers - enjoy !

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00:24:38

#193 Jordan Powell on the transition from Agent to...

Get Out of Wrap - Contact Centre Chat ·

2024/07/08

The first in a new series of podcasts featuring people from the Team Leader Community. Jordan Powell in Corporate Sales Team Leader at Gravity and also a big part of the Team Leader Community. In this episode we chat about the transition from Agent to Team Leader

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00:39:17

#192 - GOOW TV - 25th June

Get Out of Wrap - Contact Centre Chat ·

2024/06/28

What is on your music playlist ? What are the top factors that affect Customer Loyalty ? What are the struggles for agents in our industry when it comes to systems ? We covered this and much more in the latest episode of Get out of Wrap - join us live next Tuesday on Linkedin Live or watch it on YouTube --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:39:26

#191 GOOW TV ft. Morris Pentel

Get Out of Wrap - Contact Centre Chat ·

2024/06/12

Join me and everyone who watches Get out of Wrap TV on Linkedin (every Tuesday at 10am UK time) as we chat about contact centres.In this episode we are joined by Morris Pentel who shares just what we can gain by understanding uncertainty, doubt and confusion in our customer contacts. This is a new concept where I am taking the audio from the show and sharing here - please do let me know what you think --- Send in a voice message:

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00:42:38

#190 Sandra Thompson on Emotional Intelligence - Part 2

Get Out of Wrap - Contact Centre Chat ·

2024/05/31

Part 2 - Sandra Thompson on Emotional Intelligence.A great episode to see in 5 years of Get Out of Wrap and Sandra demonstrates her own EI by getting me a cake ! In this episode Sandra shares more great tips on deploying Emotional Intelligence in the workplace - a must listen - not just for leaders but for everyone. --- Send in a voice message: https://podcasters.spotify.com/pod/show/get-out-of-wrap/message

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00:49:17

#189 Sandra Thompson on Emotional Intelligence pt.1

Get Out of Wrap - Contact Centre Chat ·

2024/05/03

Sandra Thompson is an expert on Emotional Intelligence and Founder of Ei Evolution and is on a mission to equip leaders with this vital skill. Engaging, knowledgeable and fun 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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247 results

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