Get Out of Wrap - Contact Centre Chat

Dec 05 2024 212 ep. 47 mins 11
Get Out of Wrap - Contact Centre Chat Podcast artwork

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.

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#209 Steve Morrell of Contact Babel - what should we be focusing on?

Dec 05 2024 49 mins  
Steve Morrell of Contact babel has been conducting research in our industry for 23 years. This week he came on get Out of Wrap TV to share some key area's we as contact centre professionals should be focused on.

#208 Ed Creasey of Calabrio on our joint research piece - The Voice of the Agent

Nov 20 2024 45 mins  
📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊 How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensive research into the voice

#207 Clayton Trotsky & The Future Leaders Club

Nov 14 2024 40 mins  
What does it take to nurture the next generation of contact centre leaders? In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders. Why should you listen? Discover the power of self-belief: Clayton shares how the right g

#206 - Kerry Sudale on the Candidate Experience in Recruitment

Oct 31 2024 54 mins  
🔍 **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. *

#205 - Nerys Corfield - the Tech space explained

Oct 29 2024 48 mins  
**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.

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

Oct 24 2024 41 mins  
In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers. ### Key Takeaways: 1. **Using Conversational Data to Drive Performance**: Garry emphasizes the potential of conversational analytics in improving

#203 - Supporting Team Leaders & Agents

Oct 17 2024 36 mins  
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

#202 - Sarah Hunt of DDC Os - lndustry Legend

Oct 10 2024 36 mins  
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:

#201 - Ian Chappell of Centrical on Team Leader performance and support

Sep 23 2024 47 mins  
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.

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

Sep 17 2024 38 mins  
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.