Get Out of Wrap - Contact Centre Chat: Recent Episodes

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 Naomi House/Jacksplace Childrens Hospice.

🔍 Transforming the Candidate Experience with Kerry Sudale! 🔍

Recruitment isn’t just about finding skills—it’s about understanding people and their unique journeys.

In this episode of Get Out of Wrap, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring process more human.

Why should you listen?

See beyond the resume: Kerry emphasizes the importance of understanding a candidate's story, values, and motivations—not just qualifications.
Insights into authentic candidate experiences: From improving communication to setting realistic expectations, Kerry offers strategies to elevate every touchpoint in the candidate journey.
Real talk on red flags and company culture: Gain an honest look at common hiring pitfalls and how both candidates and employers can spot red flags early.

Whether you're in recruitment or building a team, this episode is packed with insights on creating meaningful, respectful, and effective hiring processes.

Listen in to elevate your candidate experience game! 🎧

CandidateExperience #Recruitment #Hiring #GetOutOfWrapPodcast #CX

The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield! 🔍

If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you!

On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us .

Nerys simplifies the complex world of contact centre technology, uncovering the essentials you need to know.

Why listen?

Understand Key Tech Terms: From UCAS and CCAS to the difference between vendors and resellers, Nerys breaks it down in simple, relatable terms.

Building the Right Tech Stack: Discover the critical elements your tech should have and how to align them with your team’s needs.

Spotlight on Accessibility and AI: Learn how modern tech can be an asset for all users—frontline agents, team leaders, and customers alike.

Whether you're a team leader just stepping into tech discussions or a contact centre leader needing a fresh perspective, Nerys’s insights are invaluable. Don’t miss her real-world advice on leveraging the latest tech for a smarter, more effective contact centre.

Listen in, and let Nerys guide you through the tech landscape! 🚀

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:

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 interactions can reveal insights, such as key phrases, sentiment, and tone, to identify improvement areas.

Enhancing Coaching Conversations:

Garry highlights the importance of coaching for conversational performance rather than focusing on compliance. He advocates for real-time feedback and personalized coaching, stressing that coaching should target how agents handle calls, including empathy, tone, and question types, to drive better outcomes.

Moving from Reactive to Proactive Service:

The conversation shifts to how contact centers can transition from reactive customer service to proactive solutions. By identifying recurring issues in customer interactions, leaders can reduce the volume of repeat problems and improve overall service efficiency and customer satisfaction.

Why Listen?

Listeners will gain valuable insights on how to leverage data from everyday interactions to improve both agent performance and customer experience. Garry shares practical tips for improving coaching conversations, managing vulnerable customers, and using conversational insights to create a more proactive customer service approach.

This episode is a must-listen for contact center managers, team leaders, and anyone interested in enhancing agent development and customer satisfaction through actionable insights.

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.

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 technologies like AI and automation. She highlights the shift toward more complex roles and smaller, specialized teams as customer demands and self-service options increase.
People-Centric Leadership: Sarah emphasizes the importance of leveraging people power alongside technology. She advocates for developing frontline staff, improving leadership training, and preparing team managers to handle industry changes effectively.
DDC's Approach: Sarah introduces DDC Outsourcing’s initiatives, such as the "Elevate" program, which harnesses internal talent and expertise to offer strategic innovations for clients. She also touches on the company’s global presence, including data centers and language hubs, which serve diverse industries.
Networking and Learning: A big proponent of industry events and collaboration, Sarah shares how staying engaged with the wider community helps leaders and frontline employees stay informed and grow in their roles.

Listeners will gain insights into how the industry is transforming, the importance of supporting and developing teams, and strategies for thriving amidst rapid technological and operational changes.

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.

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.

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.

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 all customers, especially the vulnerable.
How the FCA is evolving from a punitive regulator to a supportive partner in driving better customer outcomes.
The vital role of technology and human empathy in navigating the complexities of customer service today.

Whether you're in financial services or another industry, these insights are crucial as we all strive to better serve our customers in an increasingly complex world.

Listen to the full episode for more actionable insights!

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.

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.

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.

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 !

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.

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 !

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.

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 !

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

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

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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

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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.

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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 💜

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Join me and come and chat to four of the awesome Team Leads at SSCL at the end of a great Team Leader Day.

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Join me to listen to the inspiring career to date of Chara - 10 years at DDC has seen Chara take on roles in sales, customer service, Team Leader, Quality, Chat, Social media, Change & C.I, Client services & Chara shares the impact post-natal depression had on her in what is an inspiring episode.

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David Holmes - Director at SSE and author of Leading the Line comes on to chat about the book.

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Join me as Katie Davies - Client Development Director at DDC OS talks about the passion she has for the North and how it really is a metropolis of contact centres and mega CX professionals.

We then chat about DDC Discusses.These insightful and different events are people focused rather than tech.

Katie chats about how fundamental our understanding of communication and language is in our industry and that before we can even touch the realms of AI and future technologies, we need to first take a step back and truly understand the science of conversation

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Meet Andy Roberts CEO of Sabio. Sabio are known to most people in the industry as innovators and great supporters of both people and the industry as a whole.

This is a unique opportunity to hear about Andy's own journey and about the exciting goings on at Sabio.

We talk about the history of Sabio, the future, how they engage and support their customers & innovations are used to solve problems.

We also chat about Disrupt - a great event coming up in London in March

callcenter #callcentre #contactcenter #contactcentre

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As well as being a lovely human being Chris is an expert in quality in the contact centre world and joins me on this latest episode to talk about the launch of a new service & all things quality & shares his career story in a really entertaining & insightful episode.

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Steven Miller has spent his career in contact centres - starting on the phones and then moving into planning. A subject matter expert Steven is a multiple award winner and shares his story and tips in this episode.

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Sir John Kirwan or JK is a rugby & All Black rugby legend who played 63 tests & scored 35 tries, he was in the team who won the first ever rugby world cup and has been honoured for his services to mental health in New Zealand & across the world.

Sir John or JK co-founded Groov a science backed, data driven platform to help people with their mental health and its a platform perfectly suited for our world of contact centres.

In this episode JK shares his personal story of his own mental health challenges and talks openly about his experiences & techniques he uses to live his best life & be awesome.

(Please note this episode contains reference to suicide.)

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Join me chatting to Jackie about the UK National Contact Centre Awards - the deadline for nominations is approaching so this episode will give you everything you need to know.

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Jo Bonser is an expert on people based leadership, coaching and creating the right environment for your teams to thrive a great way to start the podcast in 2024

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Everyday in the Team Leader Community I do a Live Stream where we chat about all things leadership in contact centres. Today Pete & Barry shared so many great things about how candour can help you lead better I wanted to share it wider than just the community.

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Join me as one of the media partners at this years European Contact Centre & Customer Service Awards night in London.

Hear from many guests recount the buzz and atmosphere of the night and share their reflections on 2023 and thoughts about the year ahead.

What a night

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A firm favourite of the show and the industry Helen Beaumont Manahan of BPA Quality is back ! In this episode Helen talks about Vulnerability and why this training has been the most requested for BPA this year. Helen shares tips and best practice on this key area for contact centres.

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Chat with me and Charlotte, Malcolm, Megan, Jo and Matt from DDC Outsourcing Solutions - this is real contact centres and is heart warming.

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the Call & Contact Centre Expo is on the 29th and 30th of November in London at the Excel. I am speaking there and have a stand so come along and say hello. In this episode I have a look through day 1 and identify some of the sessions that have caught my eye.

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Julie Mordue & Sarah Hunt of Greenbean are both well known in our industry and couldn't sit back and watch and do nothing as they saw the challenges of recruiting talent and retaining it in our industry so they devised and have launched a new model for recruitment. They come on GOOW to tell us all about it.

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172 Nigel Winship chats about a WellBeing Companion for Agents & Team Leaders created by experts in pyschology and AI at Sabio.

What is it, how does it work and how does it benefit our industries Agents and Team Leaders - find out in this episode.

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Elle Neal is one of the 100 nominees for Top Women in Tech, is a STEM Ambassador, visits schools and runs AI Clubs for schoolchildren, is a mental health ambassador and is an SME on how AI can deliver true gains and insights for companies in the contact centre world. I was lucky enough to work with Elle at BPA Quality and in this episode we chat about all the great things Elle does and how she is applying all this knowledge and insight to help BPA's clients. Elle is truly a role model.

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Elle Neal is one of the 100 nominees for Top Women in Tech, is a STEM Ambassador, visits schools and runs AI Clubs for schoolchildren, is a mental health ambassador and is an SME on how AI can deliver true gains and insights for companies in the contact centre world. I was lucky enough to work with Elle at BPA Quality and in this episode we chat about all the great things Elle does and how she is applying all this knowledge and insight to help BPA's clients. Elle is truly a role model.

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Suzanne is an award winning Team Leader - winning at the NECCA's and the UK National Contact Centre Awards. Humble, professional, warm, funny and caring Suzanne shares her story and tips on team leadership. Suzanne also talks with great pride about her son who has autism and their journey as a family thriving together.

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Had a great chat with Jade with lots of laughs and insight from one of the Directors at DDC. We also spoke about perceptions , account management and sales - loved chatting to Jade

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Ben Booth of Max Contact talks about his journey and what innovation means to him.

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Michael is co-owner of Memo Group, a leading Belgian-based contact centre & is a European Contact Centre & Technology specialist.

In this episode we chat about technology in contact centres and a recent Twilio Flex project implementation that supported the next step in Memo’s digital transformation journey

Michael has just recently just completed the first of a three-stage course at Harvard Business School in the US and we hear about this and much more

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I got him after first speaking about this some 4 years ago - Ray Biggs is COO at Ventrica and is very well known in our industry and for all the right reasons ! Get set for a great episode from Ray.

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It's hard to share in a few words my admiration for Daisy - she is a subject matter expert , a true professional of our industry and most importantly a lovely human. We chat start ups, coaching, management, quality, making that leap, imposter syndrome and much more - a great episode from a true role model.

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To officially launch Ascensos adding their Team Managers to the Team Leader Community I travelled to the Motherwell site of Ascensos in Scotland for two days and during the trip got to speak to John Devlin - CoFounder & CEO and also Caitlin McWhirter Senior Team Manager

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Hear from Jen Sharp Contact Centre Director at DHL. Listen to this episode to get a real understanding on why Jen recently won an award at the recent UK Contact Centre Awards. We cover a range of topics from Jen's early career at DHL and transitioning into a Contact Centre role without having worked in that area before, to completing transformative projects - Jen is ace !

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Helen Beaumont Manahan and Pete Dunn of BPA Quality come back to the GOOW studio to help you understand what Consumer Duty means for you and your organisation, and what you need to do to get ready.

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161 Stephen Yap of the CCMA shares the results of the Voice of the Contact Centre Consumer research sponsored by Odigo. In this insightful and fascinating episode Stephen takes us through exactly what the consumers of the UK think of dealing with contact centres - a must listen !

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Joe Beal is the CCO at DDC and wanted to do things differently.

Along with his team they created DDC Discusses an event to showcase what happens when academia meets the world of CX & Contact Centres.

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Team Leader Tips from the Novuna Team and more tales of my career thanks to Greenbean

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I love meeting Paul at events and seeing his smiling face at any industry gathering plus this guy knows his stuff! In this episode we chat about Pauls career, and of course with paul being an expert from Sensee we cover things like;
-What models could/should you use for home working - hybrid and when are different models appropriate?
- What are the financial considerations?
- Is office-based training preferable or better than home-based training, or vice versa - and why?
- What are the big business issues that businesses have faced since moving to homeworking? And what have the big benefits been?

We also chat about scheduling, technology, the theatre and football !

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Quality in contact centres and ChatGPT ? Whats happening ? Jaime Scoot CEO & Co-Founder of Evaluagent joins me to tell all.

We also chat about whats the story behind Evaluagent ? Where did it all start and whats important to the team at Evaluagent and what is Jaimes story ?

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Tim Farrell of Direct Line chats about all the cool things he and his team have been doing as part of their digital transformation. A fascinating, educating and insightful trip behind the scenes with an expert guide - loved this.

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In this episode we chat about Craig's career and the dreaded imposter syndrome in a soul searching, open and honest session. Craig is an awesome guy and is passionate about putting contact centres right up there as a career of choice - loved chatting to him.

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Jake Gardiner of Odigo really knows his stuff and chats about AI, NLP and much more in a great episode to listen to if you want to understand more about how cloud based technology can help your contact centre.

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Thanks to Julie Mordue and everyone at Greenbean I've started sharing my story with them - head over to their website to see this and more......come with me to 1995

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As the deadline nears to get your entries in for this years awards hear from two winners in this special episode. Jo Hodge from Sensee won Outsourced Contact Centre manager of the year and shares her experience and tips and then we hear from Claire Du Preez the Communities Programme Manager at Sky who tells us all about their heart warming entry that won - Most Positive Impact on the Community. An inspiring episode featuring two great role models in our industry.

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For this special episode I have gone back to the people and role in our industry I love the most - The Team Leader (Team Manager) and in this episode we have three great one's - Parveen Jamal, Charlotte Moody & Phil Berry - a great episode to mark this milestone.

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In this episode I chat to Jackie Pringle & Rachel Newcomb of the CCMA about The UK Contact Centre Awards

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148 Phil & Chris of The Forum on data, targets and performance. Following on from last week's excellent episode this is another episode where you are going to learn something !

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Danny Wareham is an expert on culture and in this enlightening episode shares his mantra's and tips on installing a great culture in your organisation.

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Chris Rainsforth and Phil Anderson of The Forum are experts on Resource Planning and bring that to bear in this illuminating episode !

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Elli Barron & Russell Wilson of Sensee join me to talk all about running teams in a homeworking environment - Sensee are rightly regarded as our industries homeworking experts and Elli & Russell share just how they do it.

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What a great guest Dr.Phoebe Asquith is ! A Doctor of Psychology Phoebe shares her knowledge and all the work she is doing in our industry on wellbeing, psychology and much more - a fascinating episode !

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Erica is awesome and has been on the podcast twice before - she is an expert on digital learning and in this episode she takes us through how she successfully applied and delivered a TedX talk. From the concept, the application , planning, rehearsals this is everything you need to know about how to get a TedX talk done. Not content with that Erica is also going to be a Linkedin Learner ! We chat about that and much more.

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Kicking off 2023 we are in the contact centre and getting a coaching and leadership masterclass with Barry Cooper - loved chatting to Barry !

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At this years Call & Contact Centre Expo in November I was lucky enough to host a panel with Sandrea Morgan of Oner Active, Dan Fretwell of The Cotwolds Company and James Revell of Air France/KLM. At the Expo this panel really drew the crowds and it their were people stood as all the seats had gone ! The panel cover the main challenges they see for our industry next year and share tips and thoughts as well.

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With circa 20 years behind him leading contact centres after starting on the phones Clayton made the jump to start his own business in leadership coaching. If you know Clayton you know what an awesome human he is and how much sense he talks on leadership , if you dont know him then after listening to this I bet you send him a message on Linkedin.

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A brief summary of whats next for me and the podcast plus some industry news and details about the next three guests.

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Andy Watts is a subject matter expert when it comes to some of the best cutting edge technology in our industry and in this episode I get to learn loads from chatting to him and I hope you do too.

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Eugene Neale of Loveholidays chats chatbots...or rather digital assistants and the impact they can have on your contact centre. It was a pleasure to speak to someone who is at the forefront of conversational AI and technological development in our industry. The stuff loveholidays are doing with Sabio is fascinating and Eugene brings it all to life in this episode.

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Jeanette comes on the show and talks all about her career and about some of the cool stuff Jabra are doing to help agents wellbeing and provide coachable information in the moment. Jeanette comes from the phones and knows her stuff, her passion for our industry is known by many and I loved chatting to her on this episode.

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Francesca Randle, Kelly Bristow and Josh Homans of Cactus Search discuss volume recruitment and how its changed post covid, brexit and amidst a talent shortage.

They share thoughts and great tips on;

Candidate Attraction prior and current

Challenges now and how they advise their clients

What the key drivers are for candidates.

What processes they use on these campaigns and what they look for in recruiting good sales advisors.

Plus much much more and as I've come to find out if you work at Cactus you work hard but have fun and this comes across in this episode.

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Peter Krykant is an amazing human being who through his efforts in helping those in need of help in our society namely homeless people and those struggling with addiction has been recognised and interviewed by the BBC and met the Queen.

It wasnt always like this and Peter's passion in helping others is born out of struggling to rise out of this awful situation. His rise was helped by a contact centre taking a chance on him.

In our industry peter thrived and learnt skills he still uses today and started to enjoy life again.

This is an emotional, uplifting episode and not to be missed.

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Peter Krykant is an amazing human being who through his efforts in helping those in need of help in our society namely homeless people and those struggling with addiction has been recognised and interviewed by the BBC and met the Queen.

It wasnt always like this and Peter's passion in helping others is born out of struggling to rise out of this awful situation. His rise was helped by a contact centre taking a chance on him.

In our industry peter thrived and learnt skills he still uses today and started to enjoy life again.

This is an emotional, uplifting episode and not to be missed.

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Phil Anderson of The Forum is an awesome guest and true advocate of our industry and is someone truly passionate about learning.

Join me as we hear from Phil on;

Why should you listen to this - what will you gain?
Phil's career starting with 4 years on the phone, being a Team Leader, moving into WFM and undertaking training with the Forum before eventually joining them.
How to learn & what is learning ?
What stops learning ?
How to build learning habits and rhythms.
Tips for being a better person.

I was so motivated after hearing Phil speak and I am sure you will be too !

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Phil Anderson of The Forum is an awesome guest and true advocate of our industry and is someone truly passionate about learning.

Join me as we hear from Phil on;

Why should you listen to this - what will you gain?
Phil's career starting with 4 years on the phone, being a Team Leader, moving into WFM and undertaking training with the Forum before eventually joining them.
How to learn & what is learning ?
What stops learning ?
How to build learning habits and rhythms.
Tips for being a better person.

I was so motivated after hearing Phil speak and I am sure you will be too !

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We've all experienced the revolution of home working as a result of the pandemic - what is it's future, is it here to stay ? How do you deal with isolation of homeworkers? What are the limitations and benefits ?

Who better to cover these topics than Steve Mosser of Sensee, Steve and the team at Sensee are the subject matter experts on homeworking and in this episode we talk all about it.

This is an episode not to be missed and I loved listening to Steve.

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We've all experienced the revolution of home working as a result of the pandemic - what is it's future, is it here to stay ? How do you deal with isolation of homeworkers? What are the limitations and benefits ?

Who better to cover these topics than Steve Mosser of Sensee, Steve and the team at Sensee are the subject matter experts on homeworking and in this episode we talk all about it.

This is an episode not to be missed and I loved listening to Steve.

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I've known Luke a long time and we worked together in Turkey so it was great to chat to him on the podcast. We chatted about Luke's early days as an agent on the phones in Australia all the way through to why he set up CloudCCaas.

We chat about the challenges he is seeing in successfully implementing cloud technology and how to overcome those challenges and Luke also shares tips for starting out.

In a departure from talking about football as well we also talk about Luke's passion for cricket - thankfully we didn't talk about the ashes :)

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I've known Luke a long time and we worked together in Turkey so it was great to chat to him on the podcast. We chatted about Luke's early days as an agent on the phones in Australia all the way through to why he set up CloudCCaas.

We chat about the challenges he is seeing in successfully implementing cloud technology and how to overcome those challenges and Luke also shares tips for starting out.

In a departure from talking about football as well we also talk about Luke's passion for cricket - thankfully we didn't talk about the ashes :)

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Phil Jordan - Head of Contact Channel Automation & Self Service @ Homeserve chats conversational AI in a fascinating episode where he shares great insight on how using cutting edge technology combined with operational teams can deliver excellent experiences for your customer and hugely improve processes. Homeserve in partnership with Sabio have been delivering some ground breaking stuff and we hear all about it in this episode.

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Phil Jordan - Head of Contact Channel Automation & Self Service @ Homeserve chats conversational AI in a fascinating episode where he shares great insight on how using cutting edge technology combined with operational teams can deliver excellent experiences for your customer and hugely improve processes. Homeserve in partnership with Sabio have been delivering some ground breaking stuff and we hear all about it in this episode.

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In this episode Richard Gregory chats about vulnerability. At a time when the cost of living and utility price hikes are causing real concern Richard shares Odigo backed research, personal stories and a real passion for helping both employees and customers as we navigate as an industry through a trying time.

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Garry Gormley founder of the FAB Group and all round contact centre industry supremo and I discuss an article that states our industry is on the brink of collapse.

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Sarah Thompson is a Rockstar analyst and proud of it ! As the Senior Capacity Planning Analyst at Skipton Sarah is an advocate of all just how great a career is in planning and influential planning can be for the ultimate success of your contact centre.

Sarah is a tour de force and embraces her neurodivergence as a superpower.

This is an episode full of laughter, great topics and passion and Sarah is most definitely a star !

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Guy Masters , Matt Affron and Leigh O'Connell from Cactus Search come on and chat BPO's & James Bond. Whilst also covering key subjects we have a real laugh.

The BPO sector can be an emotive one in our Contact Centre Industry and no area more so than recruitment.

Whether it's volume recruitment for big campaigns or key senior roles these guys have done it all and share their experiences, tips and wisdom.

Somehow we also talk boy bands and James Bond.

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Laura Scott is COO at an exciting multi-lingual start-up Dialect.

With a passion for technology being an enabler of great customer and employee experience. We chat about her career, her passion , her team and how Dialect operate a great chat with a lovely person with a real growth mindset.

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Beverley Hughes is a Contact Centre Expert and truly lives up to that title, a straight shooter tells it as it is and we spend an enlightening episode hearing all about Bev's career, thoughts on leadership and much more.

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Anand Janefalkar is the Founder & CEO of Ujet.cx the people behind the world's first and only cloud based contact centre platform thats designed for the smartphone era of CX.

Anand talks about the start of Ujet and the key problems the company was formed to overcome one of which is talking about visual and contextual communication we are all so used to in the smartphone era and he felt that there's such a big void, when you have the customer and an agent trying to solve problems without that context that there was a solution in bringing the smartphone centric approach to contact centres.

We talk about our industry and how as self styled Chief Enablement officer Anand see's leadership and the UJET way as being very team based.

A rare insight into the true thought leadership and a great episode that keeps humans front and centre at the same time as discussing new technology.

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We had such a blast and had so much more to say when David finished his first appearance on GOOW we had to do a 2nd.

In this one we talk about the transition from Team Leader to managing Team Leaders - amongst many other topics - get ready for interesting tangents !

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As Head of the Customer Relationship Centre at Nespresso Dan knows all about culture and delivering true CX.

In an engaging, honest, helpful and funny chat Dan brings his career journey to life.

We also talk about culture, development, developing a great career in our industry.

Dan is a great guest and a great bloke - loved this episode.

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Stephen Yap is the Research Director at the CCMA.

The CCMA and supporting partner Odigo produced the Voice of the Contact Centre Consumer report 2022.

In this episode Stephen shares the key findings of the research and how consumers have changed, their preferences and how they want to interact with us and our contact centres.

This is a must read report and a must listen/watch if you want to deliver a great customer experience from your Contact Centre.

Thanks Odigo, the CCMA and Stephen.

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Guy & Francesca are the awesome couple behind Cactus Search probably the most well known recruitment specialists in the Contact Centre industry - in this episode we find out about Francesca & Guy and hear the story of Cactus Search - how it began and whats changed from then to now.

We talk about how the industry has changed and we hear from Guy & Francesca on their views on the contact centre recruitment market today - the trends, employer and candidate expectations, the recruitment journey and what the future holds.

It was an absolute pleasure to hear from two experts in our industry who also happen to be genuine, lovely people.

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Why is it called Lemon ? What have you learnt building a business over the last 20 years ? What was your background ? What advice would you have for young people in Business studies now ?

Martin Anderson C0-Founder and CEO of Lemon answers these questions and many more whilst sharing great stories and information about the awesome work done at Lemon.

Loved chatting to Martin - he is an inspirational guy and I learnt a lot - I'm sure you will too.

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He's back where he belongs at The Forum and the record appearance holder as a guest on GOOW is back in sparkling form. Learning and development of Team Leaders feature heavily in this episode.

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Tim Pickard is such a great guest to have on any podcast and we had a great free flowing conversation around the evolution of the contact centre, where it is just now and the attention it is getting from some of the larger tech vendors.

We chatted about the sheer breadth of technologies that are both here already and also coming down the line to help both the organisation, their agents and their customers.

We also chatted about Tim's career working in the corporate world of marketing at RSA to join a little known start-up at the time called Mimecast moving eventually to Sabio where he's doing a lot of exciting things.

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Chris Mackintosh has had a long and varied career in Contact Centres and outsourcing that has taken him around the globe. Hear all about this and Chris's views on the operations around the world !

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Jillian Manner is a Researcher & PhD Candidate from the University of Edinburgh & with the Scottish Collaboration for Public Health Research and Policy (SCPHRP & School of Health in Social Science has been conducting research in our industry in a key area of interest to us all and that is;

Workplace Health in Contact Centres.

This report is available by using the link below & is invaluable in shaping our contact centres and it's great to see - thanks for all your work Jillian and coming onto GOOW to chat about it.

https://blogs.ed.ac.uk/scphrp/2022/05/09/contact-centres-workplace-health-report/

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Alexandra Fus is our first ever guest from Romania and gives us key insights into this thriving modern location. We also talk about how passionate Alexandra is about the BPO sector from A to Z, CX delivery and implementation.

Alexandra is a learning enthusiast and we talk about this and is a promoter for professional development especially for those at the beginning of the road.

A truly inspirational global episode.

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Tina Squire is the Digital Channels & operations Director at Interact CC. Tina is a passionate speaker on Neurodiversity in the workplace and this was heightened when she received her own diagnosis of ADHD.

If you are curious about ADHD, think you have it, have it, have someone in your team with it or just want to learn then Tina's story, passion and knowledge on this subject is second to none.

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What a great episode - Maxine Allard is Senior Account Director at Odigo and is so insightful and passionate about our industry. In this episode we hear about her career and the impact it has has on her thoughts on a range of subjects from - Progression, Hybrid working, women in contact centres, the relationship between vendors and customers and much more.

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Naomi Horne & Martin Pemberton talk about Mental Fitness and how to feel more confident, resilient, and energised to handle everyday situations in a more positive way.

A GOOW first with a couple coming on - I loved chatting to Naomi & previous guest Martin. They are awesome humans and have just started their own radio show. if you are not already I would suggest connecting with both on Linkedin.

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Andy Cook is Customer Experience & People Director at Ruroc and previously was at Dyson & Ovo. We chat about his career which started as a young journalist. Andy shares really helpful tips.

We talk about Customer Communities and if you are thinking of setting one up Andy shares some great insights.

We also talk Digital, CX , Social Media and Andy's experience as a Lead Judge in UK & European awards.

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What an episode - Lucie is great and we covered - Diversity & Inclusion – a huge passion of Lucie's who founded the Women At Very network about 2.5 years ago. She shared how it has transformed from a supportive network to one that’s actively advocating for change.

Lucie shares her Squiggly career and bravely talks about mental health and her diagnosis with OCD in her late 20's. She talks openly about it so as to inform and help others.

And Lucie shares how creativity is a big part of her life, her love of art and making things and we hear about a forthcoming colouring book.

Loved chatting to Lucie.

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Colleen McCann and I have chatted for years after connecting on Linkedin and it's about time we got our chat onto the podcast. Colleen has had a really interesting career and shares great tips on marketing and business development. She shares how energised she is by the vision of HGS, part of which can be summarised by 'Bots & Brains'.

In this chat Colleen talks about outsourcing, or rather 'partnering with experts; we talk about the negative connotations versus the reality.

What should companies consider if they haven't used an outsourcer before ? We chat about offshoring and also about business development and finally we talk about dogs :)

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A great episode with a real expert ! Klaus Failenschmid specialises in UI/Design Processes, chatbots & voicebots and linguistics in general and is Head of UX Chatbots and Interaction Technologies at Sabio.

Klaus tells us in this episode how these technologies can create excellent experiences for the customer and the agent and discusses their impact on the wider contact centre.

We also hear how Klaus was actually the first European employee of SpeechWorks – now Nuance – before joining Sabio and also we hear his thoughts around how he sees natural language understanding (speech context) impacting the contact centre and particularly the agent/customer interaction.

A great guy with really great ways of bringing his expertise to light.

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The Ukraine special

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Thanks to our friend Iryna Velchyko we were given this opportunity to talk to three other members of the contact centre community in Ukraine. Two contact centre owners and an agent told us about their experiences in the war to date and also the work they are continuing to do from their contact centres. We also talk about how we can assist our colleagues in Ukraine in their hour of need.

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Matt is passionate about helping contact centres and customers have a better experience when it comes to identification and authentication. A voice biometrics expert Matt has written a book called 'Unlock your call centre' in this episode he tells tells us all about it and also covers;

- We all tolerate poor security experiences without really understanding their implications (particularly on front line colleagues)

Organisations need to understand where they are starting from - It’s not always as clear cut or visible as you might think - tools on web site
Advanced technology solutions are increasingly accessible for all types of organisations - need to choose the right ones for your context

Well done Matt on a great book - the more books about our industry the better.

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David Holmes has had a very interesting journey to his current role and shares this inspirational journey with us and also shares some great insights and observations along the way - an authentic, insightful, interesting guest and SME.

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Omar Paul has been around the world working on contact centre based technology, predominantly CRM. In this episode we talk about Omar's journey including 7 years in Dubai. We talk about his 4 pillars for success. The CRM movement and CX through the salesforce lens. We talk about makepositive and Sabio and how they align and as you will hear Omar is positive about CX & Employee engagement and how they are intrinsically linked.

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It's funny what a number can do isn't it, why has the 100th had me thinking and emotional (positive) where the other ones have not ? It's a milestone and one I wanted to recognise by bringing together some of the awesome people who have been such a part of the podcast into one room to chat about our industry - thanks for listening and thanks for all the support, engagement and interactions along the way - love that :)

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Erica Farmer Co-Founder of Quantum Rise was on last week and we chatted about so much stuff and had so much fun we wanted to finish with a part 2 to discuss following your heart and being happy at work. Erica has been there, done it and got the t-shirt so well worth learning from her !

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Joining live from Kyiv, Ukraine Iryna tells us what its been like to leave the call centre and take up arms. Iryna is probably known to many of you as she has judged at the European Contact Centre awards and is a good friend of the UK Contact Centre Community. her contact centre community has stopped answering calls from customers and is answering the call to defend their homeland.

Hear what it has been like and you can help by contributing to this fund that will go directly to Iryna.

https://www.collectionpot.com/pot/1394634/

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Can you progress in your career whilst not compromising on who you are ? Marianne talks passionately about how you can. In this episode we cover many topics including being true to yourself and how to overcome the challenges you face. Talking of challenges Marianne also talks about the challenges she has faced as woman rising to the top of her game.

We also talk about Outbound, where we both cut our teeth in this industry and why it is still important today.

Unique, uncompromising, funny and engaging Marianne is an awesome guest and lovely human.

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Stu Dorman has been on twice before and marks his hat-trick appearance with a trademark insightful chat about our industry. Voice has stood the test of time as the dominant channel in our industry and Stuart shares why its short sighted to try and kill it.

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Erica is the co-founder of Quantum Rise Talent Group and is a subject matter expert in L&D - we talk about Erica's career and the birth of Quantum Rise at the start of the pandemic and how progressive L&D practitioners embracing digital techniques have delivered exceptional results - Erica talks passionately about the industry, values and much more.

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Lynsay McEwen - Head of Hosted Platforms at Sabio talks about Women in Tech and specifically in the contact centre technology / software environment. Lynsay shares her experiences and talks about why she is so passionate about leading the way for young women to get into technology and is very active in making this happen. An inspiring chat !

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John has been on the podcast before in the first year and he is always a great guest, great views and insights on the industry and in this episode talks about Ascensos's expansion into South Africa and Turkey. We also talk about how we need to do a better PR job for our industry and also chat football !

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James Hughes talks about one of his passions and that's for ensuring technology supports Agent mental health & wellbeing. We chat about Sabio's positioning here and also trends in the industry around attrition , absence and what other kpi's are important indicators when it comes to agent wellbeing. We also talk about James other passion - can you guess what it is ?

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How did Chris empower the team on the Boris Bikes scheme ? What are the key things you must do to build great team spirit and what does Chris think about the future of our industry. We cover these and much more talking to industry expert Chris de Souza .

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Episode #90 of Get out of Wrap is the kick off episode for a series of behind the scenes look at some exciting stuff going on at Sabio - and who better to give us that first look than the CEO Jonathan Gale.

We of course chat about Jonathan’s career and there is a fascinating insight into the inception of Sabio and the birth of this important company in our industry.

We get to hear about the convergence of the contact centre, CX and CRM, what does this mean and for who ?

In a wide ranging insightful and entertaining chat Jonathan also talks about our industry, innovation, where Sabio have come from and where they are going.

The first of what looks to be a really interesting series of chats.

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From starting on the phones in Telemarketing to setting up Call Centres across Europe and running her own successful business Angella is a real role model. We talk about her journey and she shares great advice and insights. We also chatted about Angella's passion & activism for Equality, Diversity & Inclusion and how her own experiences shaped that and how we can be allies. Angella is rightly considered a subject matter and lovely human and I am sure after listening you will think so too.

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Whilst working at a fairground style stall at Alton Towers giving teddy bears away a bit too freely David Harrison discovered the magic of customer service.

Hear this and the rest of David’s story as a slightly introverted young man was catapulted into positions he thought he wasn’t ready for, yet thrived.

David has led teams to 7 awards and talks passionately about leaving behind the command & control culture prevalent in a lot of contact centres to ones of purpose driven & trusted teams.

I loved talking to David and he shares tips and insight throughout - this is a must listen/watch for;

anyone who wants their teams bought into a business & brand in profound ways
people who might be slightly introverted or who have been anxious
Leaders who want to engage front line teams in CX & CI
People who want to learn what it takes to win some great awards

David also talks about the leaders who have had an impact on his career, fruit pastilles and Stoke.

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I am so lucky doing the podcast as I get to talk to brilliant people and Sandrea is one of those.
Sandrea shares her inspirational personal story and journey into our world of contact centres and shares her tips and current cutting edge world at Depop. I loved talking to Sandrea about the topics she is passionate about and Sandrea celebrates and leverages difference and diversity within her teams to deliver excellence. A brilliant guest I know you will love listening to this episode.

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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.

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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 ?

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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 !

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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.

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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

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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.

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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.

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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.

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James is always a great listen - his knowledge, skills and just the person he is makes for a great episode.

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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.

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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.

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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.

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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.

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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 insightful and I really enjoyed chatting with her.

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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 :)

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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 :)

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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.

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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 centre.

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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.

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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

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Nik and I have developed a real friendship from Linkedin and these podcasts. Nik is the founder of Winning Bid Ltd and we talk about his business, his latest charity work and we chat about society - love this future Nicaraguan president like a brother.

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Pete Dunn is an expert on QA in Contact Centres and in today's episode on sharing top tips we talk Scorecards. Get this vital part of QA right. As we're mates we have a laugh too.

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Daniel is the The Executive Health Coach and runs a very succesful business helping executives lose weight, become healthy and happy. His method is fully holistic and if you want to be the best version of yourself this is the episode for you.

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Well known in the industry Mark Conway is the founder of CCP recruitment. In this episode Mark talks about his journey and how contact centres changed his life, recruiting in our industry, setting his own business up, the last crazy year and also top tips for job seekers. Great to chat to Mark and it gave me real hope for the future. Plus Mark is a fellow Spurs fan so some football chat slips in ! COYS

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The first of its kind on GOOW this is an episode solely dedicated to sharing tips and will be the start of some mid-week episodes. Joined by my mate & 5 time guest Chris Rainsforth we cover ten top tips for team leaders.

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Sarah Hunt is well known in the industry and a real all round SME in Contact Centres. Sarah talks about her career in contact centres, her role at the CCMA, her views on what the future has in store for our industry and we talk about a subject that Sarah is passionate about and that is the menopause. A subject that needs more discussion and air time. Sarah is great - always engaging and very informative - a great episode.

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Pete Dunn is a great advocate of mental health and I have benefited personally from being his friend and hearing him talk on this subject so as mental health awareness week comes to an end Pete talks about his own experiences and we both share resources and thoughts.

The app Pete mentioned is called reachout worrytime – you stick your worries in a vault type area, then revisit them later when you can unpack them properly - https://au.reachout.com/tools-and-apps/reachout-worrytime

The CBT process Pete uses to challenge his thinking is court case -https://www.getselfhelp.co.uk/CourtCase.htm

Mind – www.mind.org.uk call 0300 123 3393 or text 86463

Samaritans – www.samaritans.org call 116 123

Shout – www.giveusashout.org text 85258

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Stuart Dorman is the Chief Innovation Officer at Sabio and a few weeks ago we talked on this podcast about some elements of technology in the contact centre but today wanted to focus on AI. I found chatting to Stuart illuminating and informative and hope you do too. Linked sites mentioned on the podcast; Free Imposter syndrome course https://members.nowisyourtimeto.com/a/2147487031/rLCfhTVt Naomi House - Jacks Place Childrens Hospice - https://www.justgiving.com/fundraising/getoutofwrap-martin-teasdale

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To mark this podcast being two years old I finally got Mia to come on again (after her being the star of the podcast according to Ann-Marie Stagg) on episode 1 - this short bonus episode was recorded by Mia on my phone. Normal service to be resumed next week for the real episode 60....

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A further chat with one of Get out of Wraps founder guests, long standing and t-shirt wearing supporters of all things GOOW - Chris Rainsforth. Love chatting to this guy.

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In a powerful episode, one that was a privilege to be part of, hear from Lee Houghton - Business Improvement Coach at Get Knowledge.

Lee shares the incredibly powerful story about the tragic death of his best friend and the three life lessons his mate shared with him.

Lee lives his life by these lessons and brings them to life in his work with contact centres too.

I really hope you enjoy this episode.

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Stuart is well known in our industry and, like me, you have probably enjoyed him speaking at an event. Stuart is an SME and is very forward thinking - we have a great chat about a couple of topics that I think you will all find very interesting.

The role of the contact centre in the new normal.

New ways of working in the contact centre – learning from digital.

We'll be getting together again as we had loads of topics we still want to cover - stay tuned and subscribe so you don't miss anything.

Thanks Stuart - great thinker, great guy.

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Today I am joined by two experts and all round awesome humans Yvette Renda and Helen Beaumont Manahan who join me to chat about training and coaching in a hybrid virtual / in person world. Yvette and Helen cover...

Coaching/Managing in a hybrid environment – tips for coaches/managers juggling virtual and in person support as some staff return to the office
Realities of virtual learning – key benefits and tips to avoid possible pitfalls

A great and helpful chat !

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This is the Hat trick appearance of Nik McEwan - Founder of Winning Bid Ltd - Linkedin phenomenon & future president of Nicaragua (you'll have to have listened to the others to get that final reference)

Love chatting to Nik - we dont always agree but I consider him a friend and I value him a lot. Nik reflects on the last year and we talk about some of the hot topics.

As always Nik is interesting and well worth a listen / follow on Linkedin.

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Franck Sait-Etienne is the Global WFM Process Lead @ Uber and joins me from Amsterdam for this episode of Get Out of Wrap.

We talk about Franck's journey from Arvato, to Booking.com and then Uber.

We talk about why WFM, what challenges the pandemic has bought, some WFM best practice and whats in store for the future of WFM.

Franck is a great person to have on as the podcasts first International guest !

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My first guest that is known by an abbreviation CVP ! I met Charmaine many years ago and have always been impressed by her and know you will be too. A well known person in our industry and rightly so CVP talks about her career to date, the lessons she learnt and the importance of having fun and laughing at work.

She tells us about the exciting things happening at H&B and gives her views on the industry.

Oh and we both mad Tottenham FC fans so we talk about Spurs as well - sorry !

COYS

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Forgive this departure from contact centre chat but I wanted to use the medium of the podcast to share some tips on how men can make women feel safe in public. In the wake of the terrible news about Sarah Everard a group in Clapham called # reclaim these streets' wrote;

'We believe that streets should be safe for women, regardless of what you wear, where you live or what time of day or night it is. We shouldn't have to wear bright colours when we walk home and clutch our keys in our fists to feel safe.'

'It's wrong that the response to violence against women requires women to behave differently. In Clapham, police told women not to go out at night this week. Women are not the problem.'

I couldn't agree more - its for us men to change our behaviour and become active allies. Here are some tips on how we can do this.

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Thank you so much for supporting me all the way to 50 episodes.

Who'd have thought a niche home grown podcast about contact centres would have got here - thank you all for listening.

I wanted to mark this special occasion by talking to Lucy Gray who is a regional fundraiser for Naomi House - Jacks Place - children's hospice that offers specialised care for children with life limiting illnesses and their families.

The work they do is amazing and Lucy talks about that and also all the opportunities you have to get involved.

Why not buy a ticket to their online comedy event this week or sponsor me to run 105 miles in March or get involved yourself either fundraising or volunteering.

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Trevor joins me again to share the findings and tips picked up by the CCF on the important topic of mental health. Thanks for coming on and talking about such a vital topic Trevor especially at the moment.

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Rula Samara - Contact Centre Manager at Hitachi Capital (UK) is a brilliant guest, a brilliant example of what good looks like in our industry and a brilliant person. Rula is the Gold Award Winner for the CCMA 2020 Contact Centre Manager of the Year - Large Team and was Highly Commended in the 2019 Women In Credit Awards for Team Leader of the Year - Large Team. Rula talks about her career in contact centres , her love of the industry and a story that shows her dedication to it that I defy anyone not to be amazed at ! Rula also talks about the process of being nominated for the Contact Centre Manager of the year award, what it was like and what it was like to win. This win has led to Rula taking her new found confidence to inspirational heights - we hear about the amazing work Rula did in devising and running a Christmas Day event for 120 refugees & asylum seekers in her community - her and her sister truly changed lives !

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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 peoples wellbeing being helped by training.

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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 thinking of entering or want to know more about these awards this is a must listen.

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Recorded live with no editing & published the same day I carry on my series of chats with my good friend Chris Rainsforth.

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Stephen Yap is 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 !

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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 at the National Contact Centre Conference many times. A real Christmas cracker and thanks to Ben for coming on.

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Chris Rainsforth 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 in.

Chris understands that the point of this podcast is just to chat, its not scripted, questions are not prepared in advance its just meant to replicate the chats I have had in the past in real life and as such I try very hard not to edit anything so if you are a fan of GOOW you'll like this one.

Chris was also one of the first doners to the podcast's chosen charity Naomi House - he's been a massive supporter of this worthy cause - thanks Chris.

There will be more regular chats with Chris coming soon.

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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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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 the people we work with.

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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.

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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.

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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 child or young adult is diagnosed with a life limiting condition, Naomi House & Jacksplace becomes their home from home.

Their teams take the time to really get to know the family and fully understand their wishes. We offer them vital respite support, giving them the chance to recharge their batteries and regroup in a calm, fun and welcoming environment. In times of emergency Naomi House & Jacksplace is there, giving families the help they need through difficult times. And at the end of a child or young adult's life, we pull out all the stops to give them a peaceful and dignified end, surrounded by family members.

This standard of care costs money; £9.2 million per year to be precise. With less than 11% of income coming from Government and statutory sources, Naomi House & Jacksplace is reliant on the support of people like you.

I am raising money for the charity and asking my guests who come on to make a small contribution too - if you'd like to support this charity please go to https://www.justgiving.com/fundraising/getoutofwrap-martin-teasdale

Thanks

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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 glad to know Nik and enjoyed chatting to him - hope you do too.

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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.

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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 random conversations too.

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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 start.

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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 about dealing with cancer. A real role model for our industry and a great guest to have on.

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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.

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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.

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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.

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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 latter part of her career took Janine into change and project roles, which is when she realised she wanted to utilise her skills and knowledge to provide a service to others, so 6 years ago Janine set up her own business and started to contract. She's contracted since and delivered business services to a number of large corporates covering banking, payments and pensions and a fintech start up. Janine shares some great tips on overcoming fear, chasing goals and her vision for her own future, an inspirational chat I hope you enjoy.

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With 3 recordings next week I thought I'd make sure there is an episode out this week just with a few things from me. There's a thanks to Anne-Marie Stagg who announced her retirement this week. A recommendation to check out two people doing great things in our industry and finally highlighting some job seekers from my network.

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Pete Dunn has a wealth of experience and knowledge of QA and shares his tips here. Pete has worked at The Forum, N-Power and now BPA Quality and in this short episode shares his thoughts on selecting the right contacts for your QA activity. Recorded a couple of days before Pete & Stephanie welcomed to the world their son Flynn - congratulations to you both !

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After leading large contact centre operations best friends & soul sisters Donna Elliott & Cheryl Lee set up Now is your time. They are on a mission to empower female leaders tackle self belief & imposter syndrome and achieve success & true happiness.

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Phil Kitchen is Director at CCP ( The Contact Centre Panel) and has over 30 years experience in the industry. He talks about his journey and shares tips plus talks about the work and ethos of CCP. He also shares his thoughts on the world of outsourcing, referencing the current crisis, we cover homeworking, clients views, On shore or off shore, automation and the future of outsourcing.

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With contact centres in England, Scotland, The Netherlands & România Ascensos are an award winning outsourcer, we hear from their Co-founder & CEO John Devlin. We chat about his 20years in the industry, he shares advice & tips, we talk about how Ascensos moved to a home working model due to the corona virus crisis and John shares his vision for the future.

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For the start of Season 2 of GOOW I am joined by Dino Forte the CEO of Ventrica. We talk about his journey, what it means to be a ‘Ventrican’ and how he & his team moved 800 people home to still operate in this crisis, Dino also shares his personal experience of having & thankfully recovering from Covid-19.

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Last week 1300 people gathered in London to celebrate the winners in 32 categories at the biggest awards ceremony the customer contact industry has ever seen. In a #GOOW first this group recording features a chat with the people behind the awards - Ann-Marie Stagg, Leigh Hopwood and Jackie Pringle.

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Catherine Lindsay is an award winning Customer Experience leader with 21 years experience in this field. Currently Head of Customer Experience at Hitachi Capital Catherine was previously Director of Customer Experience at Hermes. A real SME Catherine has recently been a judge both at the ECCCSA awards and also the CX awards. She talks to me about her career, her outlook on work, post natal depression, the three awards she’s won, judging at awards & the benefits of flexible working and looking after your teams. We also chat about Catherines love of headsets & soup :)) An inspiring chat with a great leader.

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With 10+ yrs in managing Resource planning teams Faye has great skills and experience leading teams in a multi-channel, multi-lingual and multiple location environment. Faye leads a team of 9 Real time analysts responsible for 2000 FTE for SSE. We talk about resource planning challenges, best practice, answer listeners questions & talk about Faye’s own career.

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With extensive experience in training and leading change in contact centres in the UK and offshore Mark is a unique talent. Great fun to be around and with clear opinions on getting the best from training for contact centre teams Mark is someone whose opinion is definitely worth listening to. I've been lucky to work with Mark in the past and those who have like me have always like to hear from him. We had a lot of fun recording this & I really hope you like listening to.

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A Get out of Wrap first with Helen back on the podcast for the second time. Helen is the EMEA Quality Solutions & CX Manager for BPA Quality and is an expert on improving human interactions and quality monitoring. Working on multi-lingual projects for global brands and herself a fluent French speaker has seen Helen develop a real passion for understanding cultural nuance which she covers in this episode along with high and low context. She covers what cultural nuance is and examples of cultural considerations on a multilingual project. The differences between tone in text and speech & amongst much more the insights gained from understanding high and low context and what all of this means for contact centres, quality frameworks, multi-lingual activity and customer experience in general. Cats, trumpets and impressions feature too :)

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James is a multiple award winning leader at Air France - KLM where he has worked for 21 years, the last 4.5 years as General Manager.

You may have heard James last year as he delivered a key note speech at the National Contact Centre Conference.

At Air France - KLM as well as leading the contact centre operations James recently has overseen a successful transformation programme which entailed leading the operational merger of two similar centres to achieve an integrated working methodology for Europe.

As well as covering some of the details of how his teams have won awards in social media, homeworking and large contact centre categories James talks about the challenges of attracting & retaining talent in contact centres , homeworking and much more in this episode including a pop up contact centre and I also discovered that James has a fascinating talent !

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I really enjoyed chatting to Sham Aziz who is Head of Customer Service at Selfridges. Sham covers his 17 year journey in delivering in contact centre operating models and working in and leading the customer service and contact centre teams for some great companies. In an enjoyable chat we also talk about;

Culture Advisor motivation & performance work / life balance People being themselves Lessons learnt Delivering customer service & focusing on team members The importance of mentors and key people in your career

Also mentioned are faxes and dad jokes :)

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After working with contact centres for 14 years, most recently as Senior Director of Operations, Helen started her own business working with organisations to promote positive mental health & wellbeing, to transform environments within the workplace to prevent poor mental health and better support those who do struggle. In this episode, amongst other things we discuss;

key triggers within contact centres that are often present and can contribute to poor mental health. the challenges for contact centres and tips on how to encourage positive wellbeing for all what are the common mental health challenges that leaders may see how leaders can help their team members

We also talk about a chap called Bob.

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For this 13th episode of the podcast a key guest, contributor and supporter of the podcast Rachel Goddard had an idea. (Matt Bourke and Helen Beaumont Manahan - also guests & key contributors also suggested this). The idea was to turn the table and microphone on me. Thinking 'don't ask someone to do something you are not prepared to do yourself' I agreed. I can now say it is more nerve wracking being the guest than hosting. Despite the nerves I really enjoyed our chat and hope you do too - we cover;

Advice on coming off the phones and progressing. The importance of mentors. Mistakes not being terminal in a career and learning from them. Some new leader pitfalls to avoid & tips for Team Leaders Considering how to best support the people in your contact centre Morning underpants and much more in a predominantly Operations focused episode.

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Nerys is a key figure in the Contact Centre Industry with almost two decades owning the P&L and SLA delivery of contact centre services for many national brands (Volkswagen; Vodafone; British Gas; News UK and National Apprenticeship Service). Nerys now runs Injection Consulting - providing contact centre consultancy This is combined with being a member and former Chair of the DMA Contact Centre Council ('16-'19) plus being a judge for the ECCCSA’s and UKCCF awards. Nerys has spent four years helping contact centres transform their operations through the adoption of better technology and processes. Nerys explains how in her experience Customer Experience aspirations fall down between the chasm of choppy water that exists between IT and Operations. As well as sharing her experience and some analogies that I loved Nerys shares some tips as to how to readdress the balance between these two teams in order to realise a better customer and advisor experience.

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In this episode I have a fascinating conversation with Ed Wells, Ed is Head of Strategy & Development (EMEA) at Sologic and provides thought leadership, delivers presentations and training across the country (and has written a book) on complex problem solving. Ed talks about how repeat mistakes get ingrained in organisations and how many of these manifest in the contact centre environment. Ed informs and trains professionals in complex problem and marginal gains and these professionals are either directly involved in Contact Centres or CX, complaints, dispute resolution etc. Ed discuss company behaviour in regards to all forms of problem solving and performance management - which are opposite sides of the same coin, really. Amongst other things we cover;

Choosing the right problems to fix Not substituting storytelling for analysis Looking beyond simply ‘what’ happened Not being seduce by the blame game And there is never a single cause And.. there is just never a single solution And always, always, always share the lessons you learn!

You’ll hear on the podcast that mine and Ed’s friendship goes back some 27 years where Ed was the very first person I met at Reading University. Outside of work and family life Ed set up a cycling club that through cycling together has mental health as a core objective.

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Paul Moore of LV is Head of Operational Training , QA & Customer Relations.

Paul and his team won a Gold award at the Learning Awards 2019. Today he shares his thoughts & best practice on Training.

In this episode Paul covers amongst other things;

Training & working with other support functions as well as Operations.
The impact of Digital on training and using it effectively.
The skills needed to be a good trainer
Catering for different generations in Training

And much more.

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Balancing CX & regulatory requirements in your quality framework is a challenge. Ed is an SME in the Quality world and shares his views on this and Ed also covers the following;

the work of his team in The AA
getting a seat at the table for QA
how QA can positively disrupt CX & Ops
QA as early detectors
CX & Regulation - commercial vs regulation
the difference between compliance and quality
feedback & coaching

Ed also shares great advice on career progression.

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With 49% of Contact Centres either already using homeworkers or considering it Homeworking is an important growing area. Matt Bourke is Head of Service Delivery at Sensee and shares his thoughts and best practice on this topic.

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Celebrating their 25th anniversary this year the CCMA is a seminal organisation for all contact centre professionals - at the helm is Ann-Marie Stagg a role model for our industry. Ann-Marie covers a range of topics including the 25 year anniversary of the CCMA, the recent UK National Contact Centre Awards. She also talks about the judging process and judges& why you should enter the awards and the forthcoming European Awards.

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Helen is regarded as a subject matter expert within the Quality Assurance & monitoring world. In this episode we chat about what she considers a fundamental area in the development of a best practice QA framework - Calibrations. A must listen if you are interested in maximising your quality function within your Contact Centre.

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Jo is a Senior Leader at John Lewis responsible for Operational Support - Customer Contact. 22 years as a Partner Jo has had a varied career and shares the lessons learnt and her passions for leading and coaching. Jo talks about her team winning a European Contact Centre & Customer Service award last year for their work and offers great advice on the importance of authenticity, feedback, reflection and personal purpose.

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A departure from Contact Centre Chat to talk to Nik McEwan who recently walked over 700 miles in the UK to raise money for Shelter. We focus on that but also talk about mental health & Nik’s views on Linkedin & touch upon controversial topics like sexism.

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Chris is Head of Operational Management Best Practice for Verint and previously was at The Forum for many years as the Community Development Manager. Many of you would have been at events and seen and heard Chris speak on a wide range of topics. He has been in the industry for 20 years and shares his journey from part time agent as a student earning some beer money to where he is today. He shares his passion and learnings about the Contact Centre industry and his desire to dispel some of the myths about it.

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Rachel Goddard is Quality Assurance Manager for a general insurance company with a call centre of over 2000 employees. Rachel is rightly considered as an SME in the QA world and she talks to me about disrupting current thinking around what QA currently does as well as making QA an industry within Contact Centres that people feel is a proper career path. And we also talk biscuits.

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There are 6,200 contact centres in the UK employing 4 million people. So many industries, careers, skills and interesting projects to talk about. No sales, no sponsorship - just me and interesting guests.

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