Get Out of Wrap - Contact Centre Chat17 Juni

#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.

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

Avsnitt(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 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

#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 Apr 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 Mars 50min