Get Out of Wrap - Contact Centre Chat

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.

🎙 In episode #227, Martin is joined by Steve Powell of Alvaria CX to explore why proactive customer engagement is having a major comeback—and what it means for your contact centre.Learn how Alvaria’s Outreach IQ framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight on how to move from reactive support to strategic outreach—and why customers are asking for it.Key takeaways:Why reactive CX is brokenWhat “Outreach IQ” really meansThe truth about outbound compliance and trustHow top-tier companies are doing it right (but not shouting about it)If you're rethinking your approach to outbound or want to deliver better customer experiences, this episode is essential.🎧 Listen now or watch the full interview.

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

In episode 225 of Get Out of Wrap, Martin welcomes back the inspiring Lee Houghton — this time to talk about The People Puzzle, his Amazon #1 bestselling book.Lee shares the candid behind-the-scenes journey of writing a leadership book designed not just to be read, but worked through. From the original “Leadership Cheat Code” concept to evolving into four core puzzle pieces — Alignment, Relationships, Feelings, and Leadership — this episode is packed with value for leaders at every level.We talk acronyms, Aristotle, safe spaces, and how real growth comes from reflection and feedback.🎧 Tune in for a heartfelt and empowering conversation with one of the most genuine voices in leadership.Brought to you by our partners: Alvaria and Quetzel.

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

Outbound is far from dead — it's thriving in Loughborough.In the latest episode of Get Out of Wrap, I’m joined by Steve Powell of Alvaria to introduce an incredible leader: Dan Luik, Head of Currys’ Loughborough Campus. Dan runs one of the most impressive contact centre operations I’ve ever seen. It’s profitable. It’s customer-obsessed. And it’s relentlessly focused on improvement.We dive into:How Currys is redefining outbound as proactive customer engagementThe role of leadership in a high-performance sales cultureWhy Alvaria’s outbound technology is central to their successReal-world use of AI to elevate people, process, and performanceAnd why Loughborough is so much more than a contact centre — it’s Currys' largest virtual store.If you think outbound is old-school or "just sales," this conversation will change your mind.

🎙️ New Episode #222 of Get Out of Wrap is live!This week, I’m joined by James Connors, founder and director of Quetzel, a business built on honesty, curiosity, and problem-solving. In this episode, we dive into James’ unconventional journey—from life as a roadie to building a trusted tech sourcing partner that’s helping companies make smarter, faster CX and IT decisions.We cover:How Quetzel helps clients navigate a noisy tech landscapeThe importance of authentic relationships with customers and suppliersWhy being passionate, present, and personal matters more than everSupporting rising boxing star Moses Itauma and Great Ormond Street HospitalJames is someone who lives and breathes his work, and this chat is full of energy, lessons, and laughs (plus a few Arsenal vs Spurs jabs!).💥 A must-listen for anyone in CX, contact centres, tech, or thinking about starting their own venture.

In this engaging episode of Get Out of Wrap TV, host Martin Teasdale leads a thought-provoking discussion on the future of contact centres, exploring the rapid changes shaping the industry. The episode features lively audience participation and expert insights into how technology, workforce dynamics, and customer expectations are evolving.One of the standout moments in the show comes when Martin poses a crucial question to the audience and industry professionals:🟢 “What areas of our contact centres will undergo the most change in the next five years?”This sparked a dynamic conversation, with insightful contributions from industry leaders. Key themes included:The Rise of AI and Automation: With AI becoming more advanced, Spencer Collins highlighted how customer service roles will shift from routine tasks to high-empathy, complex problem-solving interactions. AI-driven sentiment analysis and real-time assistance will reshape how advisors work.The Evolution of Workforce Management (WFM) and Quality Monitoring (QM): Nerys Caulfield pointed out that WFM and QM roles will need to pivot significantly, with AI taking on many traditional tasks. She also made a bold prediction: advisor numbers in the UK could drop by 50%, reducing from 900,000 to under 450,000 as automation handles more transactional work.The Changing Role of Advisors: With fewer but more skilled agents handling complex queries, there was debate over whether this would lead to improved pay and status for frontline workers. Barry Cooper suggested that while their roles will evolve, businesses need to ensure proper recognition and investment in training.Human vs. AI Balance: Morris Pentel warned about the challenge of maintaining human quality in CX while integrating AI. Ensuring that automation enhances rather than replaces the human experience will be key.Recruitment & Training Adaptations: Nick Holmes stressed that as AI changes job functions, recruitment and onboarding must adapt. Training will need to focus on critical thinking and problem-solving, rather than just process adherence.The conversation also touched on controversial AI applications, such as Teleperformance’s use of AI to neutralise Indian accents in real-time. This sparked debate, with some seeing it as a way to improve customer experience, while others questioned its ethical implications.✅ WFM Adoption: Surprisingly, 17% of contact centres still have no plans to implement a WFM system, raising concerns about efficiency and scalability.✅ Agent Activity Breakdown: New data shows that contact centre agents spend over 50% of their time on talk time, but post-call wrap-up (11%) and admin tasks (5%) remain areas ripe for AI-driven efficiency gains.✅ Marathon Fundraiser Update: Martin shares an exciting milestone—over £3,000 raised for Action Aid, with 40 days left until the big race!This episode provides a compelling look at the seismic shifts coming to the contact centre industry. As AI and automation accelerate change, businesses must focus on employee experience, training, and maintaining the human touch in CX.Don’t forget—Episode 98 is on April 1st, featuring the much-anticipated Duck Draw Giveaway! 🦆📺 You can also watch the full episode on YouTube