Get Out of Wrap - Contact Centre Chat24 Huhti

#259 - R.E.N the AI coach in the room - fixing burnout before it's too late. With Maria McCann & Kathryn Simons-Porter

What if every contact centre agent and team leader had access to an on-demand AI coach — right in the moment they needed it most?

In this episode of Get Out of Wrap, Martin is joined by Kathryn Simons-Porter, founder of Flourish Business Consulting, and Maria McCann of NES Wave, for a genuinely groundbreaking live experiment.

They introduce R.E.N (Reset. Engage. Navigate.) — an AI coaching tool built specifically for contact centre teams. Grounded in emotional intelligence, transactional analysis, and the GROW coaching model, R.E.N is designed to give frontline agents and team leaders real-time support, guidance, and resilience — without waiting for a manager to be free.

The stats are hard to ignore: absence rates in contact centres are running at three times the business average, 83% of agents say their mental health is being affected, and difficult conversations are being avoided every single day. R.E.N was built to change that.

Watch live as Maria coaches R.E.N through a real workplace scenario — a manager overriding an agent's decision — and see how it navigates the conversation with calm, clarity, and emotional intelligence.

This is contact centre wellbeing, reimagined.

🎙️ Guests: Kathryn Simons-Porter (Flourish Business Consulting) & Maria McCann (NEOS Wave) 📬 Get involved: Connect with Kathryn on LinkedIn or email kathryn.simons-porter@flourishbusinessconsulting.co.uk

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Jaksot(266)

#264 - Prioritisation, Decision Systems & Improvement with The Forum

Feeling stuck in a cycle of firefighting, endless meetings, and inbox management — and wondering why nothing ever seems to truly improve? This episode might be exactly what you need.Martin is joined b...

17 Kesä 52min

#263 - Danny Wardell of Alvaria CX

Get Out of Wrap | Episode #263 – Danny Wardell, VP EMEA GTM at Alvaria CXFrom filing in a damp cellar at a solicitor's office to VP at one of the contact center industry's most recognised brands, Dann...

12 Kesä 1h 3min

#262 - Teams, Trust, and BOSS Culture

In this episode I am joined once again by the brilliant Lee Houghton for a conversation that gets to the heart of what makes a team a real team, and what gets in the way.They explore why "team" is con...

15 Touko 54min

#261 - Don't kick the hive with Jamie Corbett

In this episode I sat down with Jamie Corbett, Head of Operations at Advantis Credit, for a conversation that's as honest as it is inspiring. Jamie's story starts on the building sites, a plumber by t...

8 Touko 52min

#260 - Where is the AI bandwagon heading ? With Lee Houghton

Martin sits down with Lee Houghton, the UK's National Coach of the Year and founder of Get Knowledge, for a wide-ranging, honest conversation about artificial intelligence and what it's doing to us as...

1 Touko 41min

#258 Introducing a new contact centre podcast - 'ASA - Average Speed of Answer' by Barry Cooper

In this episode, Martin is joined by Barry Cooper — Head of Conversions at Smart Currency Exchange, long-time member of the contact centre community, and all-round legend of the Team Leader Community....

3 Huhti 32min

#257 - Lisa Dolan - Happy employees = Better business

What does it really take to build a workplace where people thrive? Lisa Dolan, Regional VP of Employee Experience at Teleperformance, has spent over a decade proving that happy employees aren't just a...

27 Maalis 50min