There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre.
Perhaps still an industry with a negative perception externally, the reality is very different & very positive.
This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are.
I’ll be chatting to people who know their stuff and are doing great things.
This podcast is independent and a proud supporter of Action Aid UK .
#270 - Matt Jarvis - From the Premier League to Business - shared Insights & Lessons - bought to you by Betr Outsourcing
For this episode of Get Out of Wrap I sat down with ex - Premier League Footballer Matt Jarvis.
A career that took in Gillingham, Wolves, West Ham, Norwich and an England cap is amazing and so are the stories and insights Matt shares.
Now Matt is a mentor, pundit, speaker, business partner and through it all, as you will hear, is a lovely human with a passion to help others.
Through working with Betr Outsourcing Matt is seeing our industry from the inside and meeting & working with the teams at Betr has been seeing how much cross-over there is from elite sport and leadership, sales and contact centres.
This is one of those episodes that will stick with me a long time and I hope you enjoy it !
14 Aug 2026
#269 – Why Outbound Is Dead: Susan Terry (Alvaria) on the Rise of Proactive Customer Outreach Podcast Description
Susan Terry, SVP and Head of Product at Alvaria, joins Get Out of Wrap for a wide-ranging conversation about the death of "outbound" and the rise of proactive customer outreach.
Drawing on decades spent leading product transformation across the graphic arts, advertising, and contact center industries, Susan explains why she believes the language we use — outbound vs. outreach — reveals a deeper shift in how businesses should think about customer experience.
She unpacks how Alvaria was built from the merger of legacy platforms Noble and Aspect, why enterprise-scale compliance remains its biggest differentiator (the company powers outreach for 50–60% of the world's largest banks), and how its new "infrastructure as a service" model — already live with partners Zoom and Parloa — lets any business plug in compliant, orchestrated outreach without needing a traditional contact center at all.
The conversation also dives into the decentralization of the contact center, why premise-based systems aren't going anywhere despite the cloud narrative, and how agentic AI is reshaping outbound faster than almost any other part of CX — replacing IVRs, learning from human-in-the-loop supervisors, and opening up use cases most companies haven't even considered yet.
If you've ever wondered why your business is still reacting to customers instead of reaching them first, this episode will change how you think about outreach for good.
0:00 – Welcome & Introducing Susan Terry
1:38 – Susan's Career Journey Across Industries
5:49 – Joining Alvaria: Uniting Noble and Aspect
8:42 – Who Is Transformation Really For?
11:03 – From Outbound to Proactive Outreach
13:40 – Outreach as Infrastructure: Partnering with Zoom and Parloa
26:42 – Compliance as a Competitive Advantage in Financial Services
29:29 – Helping Customers Find Their Proactive Use Cases
36:20 – Legacy Tech Stacks, Cloud, and the Case for Premise
42:26 – Agentic AI and the Future of Outreach
•44:45 – Closing Thoughts
7 Aug 2026
#268 - What if leadership didn't need a leader - Danny Wareham
Here's a Spotify description for this episode:
#268 - What if leadership didn't need a leader? - Danny Wareham
What if the best leaders are the ones who know how to get out of the way? In this episode, Martin sits down with psychologist, coach, and author Danny Wareham to unpack his book Constellation and the radical idea behind it: that culture — not a single person — can carry the weight of leadership.
Danny shares the research behind the book, born out of studying agile project teams and scrum masters, and reveals surprising findings about how trust, experience, and organizational size shape whether a team can truly self-organize. The conversation takes a fascinating detour into the military, exploring why service personnel can trust a total stranger within a single day — and why civilian workplaces take years to build the same thing.
They also dig into why intentional culture matters more than ever, from climate change to the erosion of institutional checks and balances, and why charismatic, single-leader models often struggle to solve modern, cross-border problems.
Plus: the surreal experience of seeing your own book on a shelf next to Simon Sinek, why traditional publishing wasn't the right fit for Danny, and how Constellation has landed him as a finalist for Business Book of the Year.
A must-listen for anyone rethinking what leadership really looks like in 2026 and beyond..
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
YouTube views
53,775
Score snapshot 15 Sept 2025
Apple Podcasts (US)
5.0 / 5
1 ratings
Spotify
4.6 / 5
10 ratings
Podcast Authority Score: 77 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
92
Social presence
0
YouTube
76
Engagement
81
Contact Get Out of Wrap - Contact Centre Chat
Guest appearances
Books guests
Based on episode analysis; this does not confirm that the show is currently accepting guests.
Host of Get Out of Wrap - Contact Centre Chat?
Claim your podcast to manage its listing and keep your show details accurate.
Pod Engine is an independent podcast discovery and analytics service and is not affiliated with or endorsed by this podcast. Artwork and show content belong to their owners. Full legal notice.
Explore this show Podcast research with Pod Engine
