Get Out of Wrap - Contact Centre Chat17 Kesä

#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 by Phil Anderson and Chris Rainsforth from The Forum — an organisation dedicated to raising standards in customer operations — for a practical and thought-provoking session on how to break free from reactive working and build smarter decision systems.

Together they explore:

The Failure Loop — why great intentions so often lead to the same problems repeating
Resetting before redefining — why you need to stop old habits before you can build new ones
The Eisenhower Matrix — a simple but powerful tool for sorting urgent from important
The 1-3-5 Rule — how to structure your day around what actually matters
Decision architecture — moving from reacting to orchestrating
The Strategy Pyramid — aligning daily priorities to organisational objectives

Whether you're a team leader, analyst, or operations professional, this session is packed with practical frameworks you can start using immediately — no matter what's going on around you.

Plus, stick around to the end to hear about The Forum's Virtual Learning Academy, now available exclusively to the Team Leader community.

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Jaksot(266)

#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

#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