Where can I listen to this podcast?

This podcast is available on 6 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.

Does this podcast accept guests?

Yes, this podcast regularly features guests.

Get Out of Wrap - Contact Centre Chat

Claim This Podcast

by Martin Teasdale

4.6(11 reviews)

269 episodes

Updated Daily

Accepts GuestsHas SponsorsLocation 🇬🇧

Podcast Authority

Beta

GoodBased on show quality, social media presence, reviews, charts, and more

Quality92

Social0

YouTube76

Engagement81

Learn more

Podcast Overview

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 .

Language

🇺🇲

Publishing Since

5/5/2019

Visit Website View on Apple Podcasts RSS Feed

🇺🇸 Charts #3

Outreach generated

Apple 142

Spotify 827

Instant mention tracking

Perfect fit!

Unlock The Full Podcast Authority Score Report

See how your podcast performs across key metrics

Podcast Authority

Beta

GoodBased on show quality, social media presence, reviews, charts, and more

Quality92

Social0

YouTube76

Engagement81

Learn more

Excellent Areas

Good Performance

Growth Opportunities

excellent

Episode Length

35 minutes

Performing excellently!

good

Publishing Consistency

Every 10 days

Recommendations available

Unlock the full report to see detailed tips

poor

Episode Thumbnails

Recommendations available

Unlock the full report to see detailed tips

+16 More Metrics

Unlock comprehensive insights including:

• YouTube presence analysis
• Social media reach metrics
• RSS compliance scoring
• Podcast 2.0 features
• Technical standards

What's Included in Your Full Report

Detailed Analytics

Complete breakdown of all 19 authority metrics
Personalized recommendations for each metric
Industry benchmarks and comparisons
Technical RSS feed analysis and compliance scoring

Growth Strategies

Step-by-step action plans for improvement
Quick wins to boost your score immediately
Pro tips from successful podcasters

Get your free podcast insights report

See how your show performs across every key metric

Instant delivery

No spam

Attract Better Guests

High authority scores make your podcast more attractive to industry leaders and influencers who want to appear on credible shows.

Secure Sponsorships

Sponsors look for podcasts with proven authority and engagement. Your score demonstrates your podcast's value to potential partners.

Grow Your Audience

Understanding your strengths and weaknesses helps you make data-driven decisions to expand your listener base effectively.

1 verified contact email on file for Get Out of Wrap - Contact Centre Chat

Pitch yourself as a guest, propose sponsorships, or reach out directly to the host.

See contact details

Recent Episodes

June 26, 2026

#266 - A closer look at what contact centres may look like in 2035

Martin takes a closer look at the near future of the contact centre — not the vague "AI will replace everyone" headlines, but a practical, role-by-role breakdown of how the industry might really change over the next decade. After attending the National Contact Centre Awards in London, Martin reflects on how far the industry has come — and where it's heading. He walks through what a future 500-seat operation could look like, and what that means for every team: agents, team leaders, QA, training, WFM, and HR. In this episode:<ul><li>Why transactional contacts will largely disappear — and what that leaves for human agents</li><li>How the team leader role becomes more important, not less</li><li>The evolution of QA from auditors to insight specialists</li><li>Why training will shift towards emotional intelligence, resilience, and critical thinking</li><li>The real risk of removing humans too aggressively — and why customers will punish it</li><li>Why demand for exceptional team leaders will be higher than ever by 2035</li></ul> Whether you're deep into AI adoption or still running on an Excel Frankenstack, this one's for you. Share your thoughts — how do you see the contact centre changing?

June 19, 2026

#265 - Has contact centre technology actually improved? With Danny Wardell

Martin Teasdale is joined again by Danny Wardell of Alvaria for Part 2 of their conversation. Fresh from a great response to Episode 1, they dive deeper into the realities of contact centre life, from the agent experience to the evolution (or lack of it) of customer experience over the last 20 years. Danny shares candid takes on CCaaS, proactive outbound, AI, and why buying brand over capability has held the industry back. A genuinely honest conversation from two people who've lived it from the agent's seat upwards. Chapters:0:20 – Being an Agent3:59 – Has the Job Got Harder?8:22 – Has Customer Experience Improved?16:32 – Proactive Outbound19:22 – The BA Story28:20 – Service vs. Cost29:43 – AI & The Future of Contact Centers41:23 – Wrapping Up ContactCentre #CustomerExperience #CX #Podcast #Outbound #AI #CCaaS #Alvaria #GetOutOfWrap

June 17, 2026

#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:<ul><li>The Failure Loop — why great intentions so often lead to the same problems repeating</li><li>Resetting before redefining — why you need to stop old habits before you can build new ones</li><li>The Eisenhower Matrix — a simple but powerful tool for sorting urgent from important</li><li>The 1-3-5 Rule — how to structure your day around what actually matters</li><li>Decision architecture — moving from reacting to orchestrating</li><li>The Strategy Pyramid — aligning daily priorities to organisational objectives</li></ul>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.

269 total episodes available

Recent guests on Get Out of Wrap - Contact Centre Chat

Guests from recent episodes — sign up to see every guest that has ever appeared on this show.

Hannah Russell

Guest

Steve Powell

Guest

See every guest on Get Out of Wrap - Contact Centre Chat

Deep-dive analytics for Get Out of Wrap - Contact Centre Chat

Frequently asked questions

Have a different question and can't find the answer you're looking for? Reach out to our support team by sending us an email and we'll get back to you as soon as we can.

What is Get Out of Wrap - Contact Centre Chat?: 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 .
How often does this podcast release new episodes?: This podcast updates daily.
Where can I listen to this podcast?: This podcast is available on 6 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
Does this podcast accept guests?: Yes, this podcast regularly features guests.

Legal Disclaimer

Pod Engine is not affiliated with, endorsed by, or officially connected with any of the podcasts displayed on this platform. We operate independently as a podcast discovery and analytics service.

All podcast artwork, thumbnails, and content displayed on this page are the property of their respective owners and are protected by applicable copyright laws. This includes, but is not limited to, podcast cover art, episode artwork, show descriptions, episode titles, transcripts, audio snippets, and any other content originating from the podcast creators or their licensors.

We display this content under fair use principles and/or implied license for the purpose of podcast discovery, information, and commentary. We make no claim of ownership over any podcast content, artwork, or related materials shown on this platform. All trademarks, service marks, and trade names are the property of their respective owners.

While we strive to ensure all content usage is properly authorized, if you are a rights holder and believe your content is being used inappropriately or without proper authorization, please contact us immediately at hey@podengine.ai for prompt review and appropriate action, which may include content removal or proper attribution.

By accessing and using this platform, you acknowledge and agree to respect all applicable copyright laws and intellectual property rights of content owners. Any unauthorized reproduction, distribution, or commercial use of the content displayed on this platform is strictly prohibited.