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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

00:36:36

#243 - Dan Schlenzig - Head of CX Sales at Cisco

Get Out of Wrap - Contact Centre Chat ·

2025/11/07

In this episode, Martin talks to Dan Schlenzig, who leads the CX Sales team at Cisco across 22 countries. Dan shares his journey from helpdesk beginnings to managing international teams and gives a fascinating insight into how Cisco is driving innovation in the AI and CX space.🎙️ Topics covered:Dan’s career journey and leadership lessonsCisco’s transformation from on-premise to cloud CXThe AI phone booth demo coming to the Contact Centre ExpoThe future of voice AI and multilingual

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00:53:37

#242 - Sam Sanford - Writer & Performer of 'I Love my...

Get Out of Wrap - Contact Centre Chat ·

2025/10/31

In this episode of Get Out of Wrap, Martin talks with Sam Sanford — writer, performer and former contact centre worker — whose acclaimed interactive show I Love My Job (with an asterisk!) shines a spotlight on the fascinating, funny, and deeply human world of customer service.Sam’s one-person play mixes comedy, theatre and audience interaction to explore what it really means to “communicate authentically” in a world of scripts, KPIs and AI. Drawing on her own time in call centres, she shares

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00:34:04

#241 - Lewis Parkin of Alvaria

Get Out of Wrap - Contact Centre Chat ·

2025/10/24

At just 20 years old, Lewis Parkin is proving that age is no barrier to impact in the contact centre world.Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer accounts across the UK and Ireland. His story is a brilliant example of curiosity, attitude, and the power of saying yes.In this episode, host Martin Teasdale chats with Lewis about:How he entered the contact

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00:47:41

#240 - Garry Beattie, Head of Sales at Betr Outsourcing

Get Out of Wrap - Contact Centre Chat ·

2025/10/17

From knocking on doors in the rain to leading one of Glasgow’s most energetic sales operations, Garry Beattie has lived the full contact-centre journey.In this episode, Garry shares:His early lessons in face-to-face sales and how they shaped his leadership styleThe role of support, recognition, and development in building strong teamsWhy outbound sales is still thriving when done with honesty and heartThe “SAS mentality” that drives his team’s culture and performanceHow Betr develops leaders from

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00:45:59

#239 - Danny Wareham - author of Constellations

Get Out of Wrap - Contact Centre Chat ·

2025/10/15

A New Way to Lead: Danny Wareham on “Constellations” and Culture as the True Leader.In this episode of Get Out of Wrap, Martin Teasdale sits down with Danny Wareham, author of Constellations and founder of Firgun, to explore a revolutionary new way of looking at leadership.After nearly two decades in corporate life, Danny took redundancy and embarked on a master’s-level journey into organisational psychology — a path that led to Constellations, a book redefining what leadership really means.Danny

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00:26:13

#238 - Olly Hobson - a young business owner making a...

Get Out of Wrap - Contact Centre Chat ·

2025/10/10

In this episode of Get Out of Wrap, I sit down with Olly Hobson, co-founder of Cloudax, to hear how he’s making waves in the world of AI-powered voice technology — all before the age of 25.Olly shares his journey from building websites during his GCSEs to co-founding Cloudax and developing some of the most human-like AI voice systems on the market today.We dive into:✅ How AI voice can transform the contact centre experience — replacing IVRs and reducing wait times.✅ Why this isn’t about replacing

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00:42:09

#237 – Phil Jude of Alvaria on Proactive Customer...

Get Out of Wrap - Contact Centre Chat ·

2025/10/03

In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy.Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:The evolution of outbound into proactive engagement.Using data and AI to deliver outreach that prevents problems before they

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00:35:46

#236 - Get Out of Wrap TV - 23rd September

Get Out of Wrap - Contact Centre Chat ·

2025/09/24

On your LinkedIn Live Contact Centre show we talked about hybrid working and whether its helping or hurting your culture.We also shared the first stats from the State of Contact Centre Technology survey I have recently done with Quetzel.

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00:46:55

#235 - the legend that is Chris Rainsforth is back

Get Out of Wrap - Contact Centre Chat ·

2025/09/19

Chris Rainsforth is back on Get Out of Wrap!In this wide-ranging chat, Martin and Chris explore:The Forum’s Raising Standards conference and collaborative problem-solvingWhy their awards programme is focused on stories and shared learningThe evolution of training – and whether roleplays still have value in 2025The challenge of Learning & Development keeping pace with technology and remote workThe shift towards wellbeing, empathy, and people-focused leadershipReflections on industry progress

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00:37:48

#234 - Digital First CX: Lessons from Nextiva’s...

Get Out of Wrap - Contact Centre Chat ·

2025/09/12

In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:Why many organisations are still struggling with the same customer service challenges they faced decades ago.The role of AI in customer experience—its potential, the hype, and the reality.How companies can avoid

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00:32:16

#233 - Get Out of Wrap TV - ep.105

Get Out of Wrap - Contact Centre Chat ·

2025/09/03

In this episode, Martin kicks off September with an interactive live discussion packed with insight, humour, and community spirit.We start by sharing what’s on everyone’s bucket list — from swimming with great white sharks to playing football on Copacabana Beach — before diving into today’s big industry question:👉 Customers want quick resolutions and short wait times. So why is it still so hard for contact centres to deliver this?Together with the live audience, we explore:The role of planning,

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00:31:24

#232 - Get Out of Wrap TV - Episode 104

Get Out of Wrap - Contact Centre Chat ·

2025/08/27

Your weekly contact centre show.Today we chatted about what is missing from the contact centre and CX world.Then we chatted about channel mix.To take part in the show head to Linkedin on a Tuesday at 10am

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00:40:50

#231 - Kevin McGachy of Sabio on Agentic AI

Get Out of Wrap - Contact Centre Chat ·

2025/08/22

In this episode of Get Out of Wrap, Martin sits down with Kevin McGachy, Head of AI Solutions at Sabio, to unpack one of the hottest topics in the industry right now – Agentic AI.Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and agentic AI. We explore what’s actually happening in real-world deployments, where organisations are seeing the most value today, and what the future of

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00:34:37

#230 The 102nd episode of GOOW TV

Get Out of Wrap - Contact Centre Chat ·

2025/08/01

Listen along to the 102nd episode of GOOW TV from Linkedin Live - streamed on the 29th July the show covers some of the hot topics in our industry and is a real community.

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00:28:15

#229 Inside The Team Leader Community™ - Building a...

Get Out of Wrap - Contact Centre Chat ·

2025/07/18

In this heartfelt solo episode of Get Out of Wrap, host Martin Teasdale shares the full story behind The Team Leader Community™ , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders.Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how the community now supports over 600 members from across the globe.You'll hear:The origin story (including Martin’s “magic weekend”)The vision behind

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00:25:54

#228 - Hannah Russell of Roar B2B on the Contact...

Get Out of Wrap - Contact Centre Chat ·

2025/06/27

You've probably met Hannah at the Contact Centre Expo, helpful positive and always helping put on a great show.Hannah joins me to share details of the Next CX Summit in Manchester on July 15th and also we talk about the Contact Centre Expo in November and how you can get involved.

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00:38:18

#227 - Steve Powell & The New Era of Outbound: Why...

Get Out of Wrap - Contact Centre Chat ·

2025/06/13

🎙 In episode #227, Martin is joined by Steve Powell of Alvaria CX to explore why proactive customer engagement is having a major comeback—and what it means for your contact centre.Learn how Alvaria’s Outreach IQ framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight on how to move from reactive support to strategic outreach—and why customers are asking for it.Key takeaways:Why reactive CX is brokenWhat “Outreach IQ”

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00:43:24

#226 - The 100th episode of GOOW TV

Get Out of Wrap - Contact Centre Chat ·

2025/06/03

Join me and 50 people live from Linkedin today for the 100th episode of get Out of Wrap TV.We chat about working from home vs in the office, what LinkedIn content we like and also what terms we'd like to see consigned to the bin.Thank you for all your support.

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00:47:16

#225 - The People Puzzle with Lee Houghton

Get Out of Wrap - Contact Centre Chat ·

2025/05/09

In episode 225 of Get Out of Wrap, Martin welcomes back the inspiring Lee Houghton — this time to talk about The People Puzzle, his Amazon #1 bestselling book.Lee shares the candid behind-the-scenes journey of writing a leadership book designed not just to be read, but worked through. From the original “Leadership Cheat Code” concept to evolving into four core puzzle pieces — Alignment, Relationships, Feelings, and Leadership — this episode is packed with value for leaders at every level.We talk

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00:33:43

#224 - GOOW TV - Is Customer Service Dead ?

Get Out of Wrap - Contact Centre Chat ·

2025/04/22

On the 99th show of Get Out of Wrap TV ( over on Linkedin 10am on a Tuesday ) we discussed a recent article in the Guardian that was titled 'Is Customer Dead & why is it so , so bad?' No one better than the GOOW community to chat about this.

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