Get Out of Wrap - Contact Centre Chat
Martin Teasdale
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S1E262 #262 - Teams, Trust, and BOSS Culture
In this episode I am joined once again by the brilliant Lee Houghton for a conversation that gets to the heart of what makes a team a real team, and what gets in the way.They explore why "team" is…
S1E261 #261 - Don't kick the hive with Jamie Corbett
In this episode I sat down with Jamie Corbett, Head of Operations at Advantis Credit, for a conversation that's as honest as it is inspiring. Jamie's story starts on the building sites, a plumber by…
S1E260 #260 - Where is the AI bandwagon heading ? With Lee Houghton
Martin sits down with Lee Houghton, the UK's National Coach of the Year and founder of Get Knowledge, for a wide-ranging, honest conversation about artificial intelligence and what it's doing to us…
S1E259 #259 - R.E.N the AI coach in the room - fixing burnout before it's too late. With Maria McCann & Kathryn Simons-Porter
What if every contact centre agent and team leader had access to an on-demand AI coach — right in the moment they needed it most?In this episode of Get Out of Wrap, Martin is joined by Kathryn…
S1E258 #258 Introducing a new contact centre podcast - 'ASA - Average Speed of Answer' by Barry Cooper
In this episode, Martin is joined by Barry Cooper — Head of Conversions at Smart Currency Exchange, long-time member of the contact centre community, and all-round legend of the Team Leader…
S1E257 #257 - Lisa Dolan - Happy employees = Better business
What does it really take to build a workplace where people thrive? Lisa Dolan, Regional VP of Employee Experience at Teleperformance, has spent over a decade proving that happy employees aren't just…
S1E256 #256 - Is Voice dying ? the data says not. ft. Steve Morrell of Contact Babel
Is Voice Dying? The Data Says Not. ft. Steve Morrell of Contact BabelIn this episode, Martin is joined by Steve Morrell, founder of Contact Babel and author of the UK Contact Centre Decision Makers'…
S1E255 #255 - Boost are in & Team Leaders are centre stage !
Boost are in and Team Leaders are centre stage.In this GOOW TV special, Martin announces Boost as the official in-person training partner of The Team Leader Community.But the real focus? The future…
S1E254 #254 - National Coach of the Year - Lee Houghton
Lee Houghton didn’t think he would win.He didn’t hype it up.He didn’t tell many people.He protected himself from disappointment.And then he was crowned National Coach of the Year.In this episode, Lee…
S1E253 #253 - What do agents think about working in the Contact Centre Industry ?
Join me and the rest of the Get Out of Wrap TV gang as we talk about the big questions in the contact centre and CX world. On this episode we talked about what agents are saying their work lives are…
S1E252 #252 - GOOW TV with Kathryn Simons-Porter - Building Strategy for Human-Centred CX
AI is moving fast. Faster than most organisations and people can emotionally keep up with.In this special episode of Get Out of Wrap TV, I’m joined by Kathryn Simmons Porter, founder of Flourish, to…
S1E251 #251 - Shameem Smillie - From the Army to Amazon: Leadership, Representation, and the Power of Doing the Work
In this episode of Get Out of Wrap, I’m joined by the brilliant Shameem Smillie – CX leader, writer, speaker, one of the founding members of Women in CX, and Senior GTM Specialist for EMEA at…
S1E250 #250 - Action Aid, Women’s Rights & Real Change
This is a milestone episode of Get Out of Wrap – and a meaningful one.For episode 250, I’m joined by Niki Ignatiou and Julia Rosell Jackson from ActionAid, an international charity working alongside…
S1E249 #249 - Friends, Flags & Faith with Sham Aziz
I sat down with my good friend Sham Aziz to talk about something that feels uncomfortable but necessary. - Flags on lampposts.- Protests outside hotels.- Intimidation & Fear dressed up as…
S1E248 #248 - CX Today interview by Rob Wilkinson
A bit of a different episode this week, this time it was me as the guest and the host was Rob Wilkinson of CX Today and all round awesome human.In this CX Today interview, I explain why the role of…
S1E247 #247 - The Get Out of Wrap TV Christmas Special
This Christmas special episode of Get Out of Wrap is a moment to pause, reflect, and reconnect.I bring together voices from across the contact centre and CX community to look back on 2025, share…
S1E246 #246 - Cally Heads of Betr Outsourcing
This episode of Get Out of Wrap brings you an energy-filled, funny, honest and inspiring conversation with Cally Heads, a standout leader who has risen through the ranks of the contact centre world…
S1E245 #245 - Ed Creasey of Calabrio on Voice of the Agent Research 2025
The frontline has spoken — and the results are eye-opening.In this episode, Martin is joined by Ed Creasey, VP of Solution Engineering at Calabrio, to break down the newly released Voice of the Agent…
S1E244 #244 – Chatting to the Agents at SSCL Sopra Steria
One of my favourite types of episodes, getting to speak directly with the people who make contact centres what they are.In this episode, I sat down with a brilliant group of agents from SSCL Sopra…
S1E243 #243 - Dan Schlenzig - Head of CX Sales at Cisco
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…
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Get Out of Wrap - Contact Centre Chat has published 264 episodes since May 2019, covering topics in Business, Management.
Get Out of Wrap - Contact Centre Chat is currently highly active with new episodes every 2 weeks. Average episode length is 45m.
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