Get Out of Wrap - Contact Centre Chat3 Apr

#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. What started as a five-star review left on a podcast five years ago has turned into a genuine friendship, and now something even bigger.

Barry joins to announce the launch of his brand-new podcast: ASA – Average Speed of Answer, a Get Out of Wrap production. Unlike most contact centre content, ASA is dedicated entirely to the people behind the headsets — customer service advisors, sales agents, and anyone on the frontline talking to customers every day. Barry wants to hear their stories, their first-day nerves, their career journeys, and what the job really feels like from the inside.

Martin and Barry also reflect on the power of community, the confidence it takes to put yourself out there, and why the contact centre industry deserves more people who champion it from the ground up.

ASA – Average Speed of Answer launches on 22nd April 2026, every Wednesday.

Chapter Listing:

00:00 – Welcome & introducing Barry "Popup Pirate" Cooper 03:30 – The origin of the Popup Pirate nickname 07:00 – How community builds confidence: speaking at events and showing up 13:00 – How a single podcast review started a five-year friendship 19:00 – Why the contact centre industry needs more voices 23:30 – Announcing ASA – Average Speed of Answer: what it is and who it's for 28:00 – The first episodes: first-day stories, KPIs, and life behind the headsets 32:00 – Launch date, how to get involved, and how to leave a review

Denne episoden er hentet fra en åpen RSS-feed og er ikke publisert av Podme. Den kan derfor inneholde annonser.

Episoder(271)

#269 – Why Outbound Is Dead: Susan Terry (Alvaria) on the Rise of Proactive Customer Outreach Podcast Description

Susan Terry, SVP and Head of Product at Alvaria, joins Get Out of Wrap for a wide-ranging conversation about the death of "outbound" and the rise of proactive customer outreach. Drawing on decades spe...

14 Aug 46min

#268 - What if leadership didn't need a leader - Danny Wareham

Here's a Spotify description for this episode:#268 - What if leadership didn't need a leader? - Danny WarehamWhat if the best leaders are the ones who know how to get out of the way? In this episode, ...

7 Aug 47min

#267- James Revell - Why great teams don't grown on trees.

Martin welcomes back "the Bearded Wonder Man" himself, James Revell, for a wide-ranging conversation on leadership, team culture, and the future of customer experience. Drawing on years of judging nat...

24 Jul 49min

#266 - A closer look at what contact centres may look like in 2035

Martin takes a closer look at the near future of the contact centre — not the vague "AI will replace everyone" headlines, but a practical, role-by-role breakdown of how the industry might really chang...

26 Jun 15min

#265 - Has contact centre technology actually improved? With Danny Wardell

Martin Teasdale is joined again by Danny Wardell of Alvaria for Part 2 of their conversation. Fresh from a great response to Episode 1, they dive deeper into the realities of contact centre life, from...

19 Jun 44min

#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 Jun 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 Jun 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 Mai 54min