Get Out of Wrap - Contact Centre Chat8 Maj

#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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Avsnitt(266)

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#263 - Danny Wardell of Alvaria CX

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

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

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#257 - Lisa Dolan - Happy employees = Better business

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