Get Out of Wrap – Contact Centre Chat

In this engaging episode of Get Out of Wrap TV, host Martin Teasdale leads a thought-provoking discussion on the future of contact centres, exploring the rapid changes shaping the industry. The episode features lively audience participation and expert insights into how technology, workforce dynamics, and customer expectations are evolving.One of the standout moments in the show comes when Martin poses a crucial question to the audience and industry professionals:🟢 “What areas of our contact centres will undergo the most change in the next five years?”This sparked a dynamic conversation, with insightful contributions from industry leaders. Key themes included:The Rise of AI and Automation: With AI becoming more advanced, Spencer Collins highlighted how customer service roles will shift from routine tasks to high-empathy, complex problem-solving interactions. AI-driven sentiment analysis and real-time assistance will reshape how advisors work.The Evolution of Workforce Management (WFM) and Quality Monitoring (QM): Nerys Caulfield pointed out that WFM and QM roles will need to pivot significantly, with AI taking on many traditional tasks. She also made a bold prediction: advisor numbers in the UK could drop by 50%, reducing from 900,000 to under 450,000 as automation handles more transactional work.The Changing Role of Advisors: With fewer but more skilled agents handling complex queries, there was debate over whether this would lead to improved pay and status for frontline workers. Barry Cooper suggested that while their roles will evolve, businesses need to ensure proper recognition and investment in training.Human vs. AI Balance: Morris Pentel warned about the challenge of maintaining human quality in CX while integrating AI. Ensuring that automation enhances rather than replaces the human experience will be key.Recruitment & Training Adaptations: Nick Holmes stressed that as AI changes job functions, recruitment and onboarding must adapt. Training will need to focus on critical thinking and problem-solving, rather than just process adherence.The conversation also touched on controversial AI applications, such as Teleperformance’s use of AI to neutralise Indian accents in real-time. This sparked debate, with some seeing it as a way to improve customer experience, while others questioned its ethical implications.✅ WFM Adoption: Surprisingly, 17% of contact centres still have no plans to implement a WFM system, raising concerns about efficiency and scalability.✅ Agent Activity Breakdown: New data shows that contact centre agents spend over 50% of their time on talk time, but post-call wrap-up (11%) and admin tasks (5%) remain areas ripe for AI-driven efficiency gains.✅ Marathon Fundraiser Update: Martin shares an exciting milestone—over £3,000 raised for Action Aid, with 40 days left until the big race!This episode provides a compelling look at the seismic shifts coming to the contact centre industry. As AI and automation accelerate change, businesses must focus on employee experience, training, and maintaining the human touch in CX.Don’t forget—Episode 98 is on April 1st, featuring the much-anticipated Duck Draw Giveaway! 🦆📺 You can also watch the full episode on YouTube

The resilience of Ukraine's contact centre industry is nothing short of extraordinary. In the latest episode of Get Out of Wrap, I had the privilege of speaking with Iryna Velychko and Bogdan Koshevoy, who shared the realities of running contact centres in a war zone.Despite missile attacks, power outages, and unimaginable challenges, these professionals continue working—supporting their country and clients worldwide. They have adapted with backup power, shelters, and an unwavering commitment to keep business moving forward. Their spirit is humbling.But they need our support. Here’s how we can help: ✅ Raise Awareness – Share the truth about what’s happening in Ukraine’s contact centres. ✅ Consider Outsourcing to Ukraine – Ukrainian contact centres remain highly skilled, multilingual, and resilient. ✅ Support Training & Development – UK trainers can make a real impact by working with Ukrainian teams.It’s not enough to say we stand with Ukraine—we must take action. Connect with Iryna and Bogdan to explore real ways to help.Slava Ukraini! 🇺🇦

With International Women’s Day around the corner, who better to join me on Get Out of Wrap than the incredible Clare Muscutt, founder of Women in CX?We had a powerful conversation about:💡 Her journey from frontline service to leading CX innovation in top brands.💡 The broken rung—why women make up 70% of frontline CX roles but only 30% of leadership.💡 The real barriers—structural inequality, cultural bias, and representation gaps—and how we can address them.💡 The role of community in lifting women up and creating real change.Clare’s mission isn’t just about CX—it’s about making business more human, and Women in CX is leading that movement.So here’s the challenge for all of us—how can we be better allies and actively support the rise of women in leadership?

🚀 25 Years in the Industry and Still Pushing Boundaries! 🚀I recently had the pleasure of sitting down with Rich Knox, Managing Director at Betr Outsourcing, on the latest episode of Get Out of Wrap. And let me tell you—this conversation was packed with insights, passion, and a refreshing dose of honesty about the contact centre industry.💡 Key Takeaways: ✔️ Success isn’t about luck—it’s about hard work, resilience, and surrounding yourself with great people. ✔️ Sales is NOT dead—it’s a lost art in the UK, but Betr Outsourcing is proving that done right, it’s an unstoppable force. ✔️ Culture matters—building a positive, performance-driven environment is key to sustainable growth. ✔️ AI & tech are here to supercharge, not replace, the human touch in contact centres. ✔️ Let’s stop moaning and start celebrating what we do well—UK contact centres are thriving, and we should be shouting about it! 🔊Rich and his team are disrupting the industry by blending experience with raw talent, challenging the status quo, and proving that UK outsourcing is still a powerhouse.Let’s flip the script and talk about what excites us about the future! #ContactCentre #BPO #Leadership #Sales #CustomerExperience #GetOutOfWrap

In this episode of Get Out of Wrap TV, Martin Teasdale dives into a critical conversation about the state of customer satisfaction in today's contact centres. With cutting-edge technology and more CX experts than ever, why aren’t satisfaction levels rising? The discussion sparks insightful comments from industry professionals, highlighting the balance between tech and people, the need for real customer and employee voices at the decision-making table, and how businesses should prioritise customer experience over cost-cutting.Beyond the serious topics, the episode also brings a sense of community, with engaging conversations about daily happiness, industry events, and even some fun chatter about Get Out of Wrap merchandise! If you want to be part of a dynamic, thought-provoking, and entertaining discussion on the future of customer experience, this episode is a must-watch.

In this latest episode of Get Out of Wrap TV, the contact centre community comes together for an insightful and engaging discussion filled with real-world industry challenges, expert perspectives, and plenty of laughter.From candid conversations about the frustrations of sales outreach to the power of AI in improving inclusivity—particularly through Spencer Collins’ game-changing experience with RogerVoice—this episode is packed with valuable takeaways.The team also dives into the latest insights from Contact Babel’s Decision Makers’ Guide, breaking down the current state of digital customer service and email SLAs.Whether you’re looking for industry expertise, fresh perspectives, or just a great community vibe, this episode is a must-listen for any contact centre professional!

Back by public demand! The legend that is Chris Rainsforth of The Forum joined me for another episode of Get Out of Wrap – and as always, he brought invaluable insights for the contact centre industry. Some key takeaways from our chat: 🎉 The Forum is celebrating 25 years! A massive milestone for an organisation dedicated to improving best practices across the industry. 📚 The Best Practice Guide is now available! It’s packed with actionable insights and real-world examples, and the best part? It’s free to download. 🌟 Awards Season is here! This year saw a record-breaking number of entries, and the process isn’t just about recognising excellence – it’s about learning from each other. 🚀 Upcoming virtual & in-person events! The virtual conference kicks off on 24th March, followed by an in-person event and awards in Newcastle on 29th April. If you want real insights from industry leaders, these are must-attend. A huge thank you to Chris for sharing his wisdom! If you're in the contact centre space, don't miss this episode. What are your biggest contact centre challenges right now? Let’s discuss. #ContactCentre #BestPractice #CustomerExperience #Leadership #TheForum #GOOWPodcast

🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️ Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors. Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting? In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot to ensure smooth flights while staying in control for critical decisions, contact centres can leverage AI-driven WFM solutions to: ✅ Optimize agent schedules dynamically✅ Balance cost efficiency with customer experience✅ Prevent burnout by managing occupancy effectively✅ Empower leaders to focus on strategy, not just scheduling The future of WFM isn’t about replacing people—it’s about enabling them to focus on what truly matters. By putting workforce management on autopilot, leaders can steer their teams towards success with confidence. Are you ready to embrace AI-powered WFM in your contact centre? Let’s discuss!

What is your Linkedin 'ick' ? What is the one thing you think will change our industry for the better in 2025 ? This years industry events. What is the mix of inbound traffic in our industry and what is the expected change ? We cover all of this in the show today which I am able to bring to you thanks to my partners Betr & The Forum.

🚀 Kickstarting 2025 with an inspiring story you won’t want to miss! In this episode I sit down with Marco Jetmir Ndrcaj of SSCL. A remarkable leader with a journey that embodies resilience, passion, and purpose. Try not to let the fact that Marco supports Chelsea put you off 🤣 From washing pots in a restaurant as a teenager to leading customer experience for SSCL, Marco’s story is proof that hard work, vision, and authenticity can lead to incredible success. 🎙️ In this episode, you’ll discover:✨ How Marco turned humble beginnings into a thriving leadership career.✨ The importance of people-first leadership and creating a true sense of purpose for teams.✨ Lessons on letting go, empowering your team, and achieving sustainable success.✨ Insights on the future of leadership in a world shaped by AI and innovation. You will love how Marco’s teams describe their roles—not just answering calls but actively contributing to making streets safer, ensuring prisons are staffed, and supporting national security. It’s a masterclass in connecting work to purpose. Whether you’re a seasoned leader, an aspiring professional, or just looking for inspiration, this episode has something for everyone. #Leadership #Teamwork #CustomerExperience #ContactCentreInnovation #Podcast