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

Det här avsnittet är hämtat från ett öppet RSS-flöde och publiceras inte av Podme. Det kan innehålla reklam.

Avsnitt(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 Juni 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 Juni 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 Maj 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 Maj 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 Maj 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 Apr 43min

#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 Mars 50min