Get Out of Wrap - Contact Centre Chat8 Touko

#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 trade who accidentally stumbled into a contact centre when he needed holiday money and ends (for now) at the top of operations.

But it's the messy, human middle that makes this episode unmissable.

Jamie opens up about bombing on the phones, the hippie colleague who changed his entire outlook with a Dale Carnegie quote, and the Excel V-lookup that quietly launched his career.

He talks about what it really means to build psychological safety for a team, why he created a secret project called "Project Artemis” to solve a wrap time problem, and the brutal setback that turned out to be the making of him.

If you've ever questioned whether you're ready for the next step, taken a leap that didn't land, or wondered what separates good leaders from great ones, this one's for you.

Topics covered: contact centre culture, emotional intelligence, early leadership lessons, dealing with failure, self-development, and why the best leadership lesson is learning it's never about you.

From Plumber to Contact Centre
Learning the Hard Way on the Phones
The Vinny Effect: Lessons That Last
Stepping Into Leadership
Building the Bad Apple Team
Creating Psychological Safety
The Setback That Changed Everything

• Jamie 2.0: From Me to We

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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

#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

#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-...

24 Huhti 43min

#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