This Christmas special episode of Get Out of Wrap is a moment to pause, reflect, and reconnect.I bring together voices from across the contact centre and CX community to look back on 2025, share honest views on AI, leadership and frontline reality, and talk openly about what really matters heading into 2026.You’ll hear:Real reflections on a tough but meaningful yearInsightful perspectives on AI, quality, fraud, and customer expectationsWhy people, not technology, remain the beating heart of contact centresFestive fun, community interaction, and a live quizMessages of solidarity, hope, and gratitude from across the industryThis episode isn’t about predictions for the sake of it — it’s about learning, humanity, and recognising the people who keep the industry moving.A perfect end-of-year listen for anyone who believes contact centres are about more than KPIs.
This episode of Get Out of Wrap brings you an energy-filled, funny, honest and inspiring conversation with Cally Heads, a standout leader who has risen through the ranks of the contact centre world by staying completely, unapologetically herself.We talk about what it really takes to thrive in sales today, why culture is the heartbeat of any operation, and how great leaders build teams where people laugh, grow and want to stay.Cally also gets real about managing friends, dealing with pressure, and why she believes personality and authenticity will always outperform the “traditional” management stereotype. A brilliant episode for:• Team leaders• Operations managers• Anyone in outbound sales• Senior leaders thinking about culture and performance• People who just want a reminder of why this industry is so special
The frontline has spoken — and the results are eye-opening.In this episode, Martin is joined by Ed Creasey, VP of Solution Engineering at Calabrio, to break down the newly released Voice of the Agent 2025 research. Now in its second year, this study captures the real experiences, pressures, and motivations of over 540 contact centre agents across the UK and US. We explore:• Why agent pride remains so high — and why that matters• Career path confusion: half of agents don’t know what roles exist beyond the phones• The complex relationship agents have with AI — fear meets opportunity• Empathy: why 75% of agents feel confident… while leaders think it’s the biggest skills gap• The stress factor: now as influential as pay in whether people stay• Scheduling frustrations, fairness, autonomy and the “silent delta” between leaders and frontline colleagues• What leaders can action today to close the gapEd also shares fascinating stories from the field — from analysing live conversations to real examples of empathy breakdowns — and gives practical, grounded insight into where the industry is heading.This is essential listening for contact centre leaders who want to keep their teams proud, supported, motivated, and future-ready.
One of my favourite types of episodes, getting to speak directly with the people who make contact centres what they are.In this episode, I sat down with a brilliant group of agents from SSCL Sopra Steria to hear what life is really like on the frontline — the highs, the challenges, and the moments that make it all worth it.They share candid insights about:💬 What makes a great team leader💬 How they stay motivated and connected💬 What customers don’t always see💬 Why teamwork matters more than everIt’s a reminder that every KPI, every dashboard, and every customer experience starts with people.
In this episode, Martin talks to Dan Schlenzig, who leads the CX Sales team at Cisco across 22 countries. Dan shares his journey from helpdesk beginnings to managing international teams and gives a fascinating insight into how Cisco is driving innovation in the AI and CX space.🎙️ Topics covered:Dan’s career journey and leadership lessonsCisco’s transformation from on-premise to cloud CXThe AI phone booth demo coming to the Contact Centre ExpoThe future of voice AI and multilingual challengesBuilding guardrails and AI quality managementHow Cisco is helping customers build and train their own AI botsDan also shares a glimpse of what’s next for AI, how Cisco is empowering customers to innovate safely, and what makes the company such a great place to work.👉 Subscribe to Get Out of Wrap for more conversations with the people shaping our industry.
In this episode of Get Out of Wrap, Martin talks with Sam Sanford — writer, performer and former contact centre worker — whose acclaimed interactive show I Love My Job (with an asterisk!) shines a spotlight on the fascinating, funny, and deeply human world of customer service.Sam’s one-person play mixes comedy, theatre and audience interaction to explore what it really means to “communicate authentically” in a world of scripts, KPIs and AI. Drawing on her own time in call centres, she shares hilarious and heartfelt stories about the conversations we have — and the ones we wish we could.Expect discussions on:The blurred line between human and AI communicationThe exhaustion of constant conversationThe joy (and chaos) of customer interactionsWhy treating people like people still matters mostThis episode is a celebration of the humour, absurdity and humanity at the heart of contact centre life. 🎭
At just 20 years old, Lewis Parkin is proving that age is no barrier to impact in the contact centre world.Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer accounts across the UK and Ireland. His story is a brilliant example of curiosity, attitude, and the power of saying yes.In this episode, host Martin Teasdale chats with Lewis about:How he entered the contact centre industry straight from collegeThe perceptions young people have about contact centresWhat he’s learned from working with experienced leaders like Steve Powell, Bruce Skjolde and Phil JudeHow variety and responsibility helped him growWhy proactive customer contact excites him about the futureLewis also shares what it’s like being part of a global team, how he handles imposter syndrome, and why technology and creativity go hand in hand.
From knocking on doors in the rain to leading one of Glasgow’s most energetic sales operations, Garry Beattie has lived the full contact-centre journey.In this episode, Garry shares:His early lessons in face-to-face sales and how they shaped his leadership styleThe role of support, recognition, and development in building strong teamsWhy outbound sales is still thriving when done with honesty and heartThe “SAS mentality” that drives his team’s culture and performanceHow Betr develops leaders from within and celebrates success the right wayA must-listen for anyone in outbound sales or people leadership.👏 Brought to you by Betr Outsourcing — champions of proactive, high-performing contact-centre teams.
A New Way to Lead: Danny Wareham on “Constellations” and Culture as the True Leader.In this episode of Get Out of Wrap, Martin Teasdale sits down with Danny Wareham, author of Constellations and founder of Firgun, to explore a revolutionary new way of looking at leadership.After nearly two decades in corporate life, Danny took redundancy and embarked on a master’s-level journey into organisational psychology — a path that led to Constellations, a book redefining what leadership really means.Danny shares the thinking behind his four-year research project: that leadership isn’t about a single figurehead, but about creating environments and cultures that lead themselves. From the psychology of trust and team dynamics to the lessons organisations can learn from the military and small businesses, this conversation challenges every assumption about hierarchy and control.Whether you’re a contact centre leader, manager, or just passionate about building better teams, this is an episode that will change how you think about leadership forever.📘 Constellations is available now in Waterstones, WHSmith, Barnes & Noble, and online.
In this episode of Get Out of Wrap, I sit down with Olly Hobson, co-founder of Cloudax, to hear how he’s making waves in the world of AI-powered voice technology — all before the age of 25.Olly shares his journey from building websites during his GCSEs to co-founding Cloudax and developing some of the most human-like AI voice systems on the market today.We dive into:✅ How AI voice can transform the contact centre experience — replacing IVRs and reducing wait times.✅ Why this isn’t about replacing agents, but about freeing them up to focus on complex, high-value conversations.✅ Lessons Olly learned from the NatWest Accelerator and the power of community in our industry.✅ His vision for integrating AI voice with CCaaS platforms to create a seamless end-to-end customer journey.What struck me most? Olly’s passion, work ethic, and belief that AI is here to augment, not replace. He’s part of a new wave of entrepreneurs shaping the future of customer experience.🎧 Tune in to hear from one of the brightest young voices in our industry.
In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy.Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:The evolution of outbound into proactive engagement.Using data and AI to deliver outreach that prevents problems before they happen.Why compliance and regulation are essential foundations.How proactive contact drives loyalty, retention, and revenue.The future of partnerships and best-of-breed technology in the contact centre industry.Whether you’re a CX leader, contact centre manager, or simply curious about how proactive outreach can reshape customer experience, this conversation will give you fresh insights.👉 Listen now and discover why proactive customer contact is the secret to future-proofing CX.Thanks to my partners Alvaria for supporting the podcast.
On your LinkedIn Live Contact Centre show we talked about hybrid working and whether its helping or hurting your culture.We also shared the first stats from the State of Contact Centre Technology survey I have recently done with Quetzel.
Chris Rainsforth is back on Get Out of Wrap!In this wide-ranging chat, Martin and Chris explore:The Forum’s Raising Standards conference and collaborative problem-solvingWhy their awards programme is focused on stories and shared learningThe evolution of training – and whether roleplays still have value in 2025The challenge of Learning & Development keeping pace with technology and remote workThe shift towards wellbeing, empathy, and people-focused leadershipReflections on industry progress since the mid-90s – and where we still need to improveChris also shares personal insights on mental health, community support, and the importance of looking out for each other. As always, it’s candid, thoughtful, and full of laughs.
In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:Why many organisations are still struggling with the same customer service challenges they faced decades ago.The role of AI in customer experience—its potential, the hype, and the reality.How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.The importance of partnership, ongoing service, and business outcomes over shiny features.Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.👉 Tune in to hear practical insights into digital transformation, customer experience, and leadership from one of the industry’s most experienced voices.
In this episode, Martin kicks off September with an interactive live discussion packed with insight, humour, and community spirit.We start by sharing what’s on everyone’s bucket list — from swimming with great white sharks to playing football on Copacabana Beach — before diving into today’s big industry question:👉 Customers want quick resolutions and short wait times. So why is it still so hard for contact centres to deliver this?Together with the live audience, we explore:The role of planning, training, and empowering frontline teamsWhy agent autonomy can make or break first-time resolutionThe impact of over-engineered customer journeys and disconnected channelsThe growing influence of AI, automation, and web chat trendsHow focusing less on AHT and more on customer outcomes can transform satisfactionWe also look at fresh research from ContactBabel’s UK Contact Centre Decision Makers’ Guide 2025, discussing web chat vs. inbound calls, automation levels, and the reality of self-service adoption.As always, the conversation is lively, honest, and driven by the amazing GOOW community.🔗 If you work in contact centres, this episode will get you thinking differently about how we balance speed, quality, and customer expectations.
Your weekly contact centre show.Today we chatted about what is missing from the contact centre and CX world.Then we chatted about channel mix.To take part in the show head to Linkedin on a Tuesday at 10am
In this episode of Get Out of Wrap, Martin sits down with Kevin McGachy, Head of AI Solutions at Sabio, to unpack one of the hottest topics in the industry right now – Agentic AI.Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and agentic AI. We explore what’s actually happening in real-world deployments, where organisations are seeing the most value today, and what the future of AI-powered service might look like.Expect insights on:Why text-based channels are leading the way for agentic AIHow businesses can build trust and compliance guardrailsThe role of humans in overseeing, coaching, and improving AI agentsWhy reducing customer effort and proactive engagement are key to successWhether you’re a contact centre leader, a CX professional, or just curious about AI’s role in customer service, this episode will leave you informed and inspired.Download the e-book here;https://sabiogroup.com/ebook/delivering-on-the-potential-of-ai-for-contact-centres/?utm_source=get-out-of-wrap&utm_medium=podcast&utm_campaign=2025-07-gpco-ai-for-contact-centres
Listen along to the 102nd episode of GOOW TV from Linkedin Live - streamed on the 29th July the show covers some of the hot topics in our industry and is a real community.
In this heartfelt solo episode of Get Out of Wrap, host Martin Teasdale shares the full story behind The Team Leader Community™ , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders.Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how the community now supports over 600 members from across the globe.You'll hear:The origin story (including Martin’s “magic weekend”)The vision behind the communityWhat spaces exist and how members use themHow team leaders are supported with coaching, resources, and peer-to-peer helpWhy this is a movement, not just a membershipBig wins from the Next CX Summit, and what’s nextThis isn’t just a podcast. It’s a rallying call for better support for the people who drive customer experience every day ...the team leaders.Subscribe for weekly episodes and inspiring guests.
You've probably met Hannah at the Contact Centre Expo, helpful positive and always helping put on a great show.Hannah joins me to share details of the Next CX Summit in Manchester on July 15th and also we talk about the Contact Centre Expo in November and how you can get involved.