#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
#256 - Is Voice dying ? the data says not. ft. Steve Morrell of Contact Babel
Is Voice Dying? The Data Says Not. ft. Steve Morrell of Contact BabelIn this episode, Martin is joined by Steve Morrell, founder of Contact Babel and author of the UK Contact Centre Decision Makers' G...
20 Mars 53min
#255 - Boost are in & Team Leaders are centre stage !
Boost are in and Team Leaders are centre stage.In this GOOW TV special, Martin announces Boost as the official in-person training partner of The Team Leader Community.But the real focus? The future of...
26 Feb 47min
#254 - National Coach of the Year - Lee Houghton
Lee Houghton didn’t think he would win.He didn’t hype it up.He didn’t tell many people.He protected himself from disappointment.And then he was crowned National Coach of the Year.In this episode, Lee ...
20 Feb 49min
#253 - What do agents think about working in the Contact Centre Industry ?
Join me and the rest of the Get Out of Wrap TV gang as we talk about the big questions in the contact centre and CX world. On this episode we talked about what agents are saying their work lives are l...
18 Feb 43min
#252 - GOOW TV with Kathryn Simons-Porter - Building Strategy for Human-Centred CX
AI is moving fast. Faster than most organisations and people can emotionally keep up with.In this special episode of Get Out of Wrap TV, I’m joined by Kathryn Simmons Porter, founder of Flourish, to e...
6 Feb 57min
#251 - Shameem Smillie - From the Army to Amazon: Leadership, Representation, and the Power of Doing the Work
In this episode of Get Out of Wrap, I’m joined by the brilliant Shameem Smillie – CX leader, writer, speaker, one of the founding members of Women in CX, and Senior GTM Specialist for EMEA at Amazon.S...
30 Jan 52min
