In episode 225 of Get Out of Wrap, Martin welcomes back the inspiring Lee Houghton — this time to talk about The People Puzzle, his Amazon #1 bestselling book.

Lee shares the candid behind-the-scenes journey of writing a leadership book designed not just to be read, but worked through. From the original “Leadership Cheat Code” concept to evolving into four core puzzle pieces — Alignment, Relationships, Feelings, and Leadership — this episode is packed with value for leaders at every level.

We talk acronyms, Aristotle, safe spaces, and how real growth comes from reflection and feedback.

🎧 Tune in for a heartfelt and empowering conversation with one of the most genuine voices in leadership.

Brought to you by our partners: Alvaria and Quetzel.

On the 99th show of Get Out of Wrap TV ( over on Linkedin 10am on a Tuesday ) we discussed a recent article in the Guardian that was titled 'Is Customer Dead & why is it so , so bad?' No one better than the GOOW community to chat about this.

Outbound is far from dead — it's thriving in Loughborough.

In the latest episode of Get Out of Wrap, I’m joined by Steve Powell of Alvaria to introduce an incredible leader: Dan Luik, Head of Currys’ Loughborough Campus. Dan runs one of the most impressive contact centre operations I’ve ever seen. It’s profitable. It’s customer-obsessed. And it’s relentlessly focused on improvement.

We dive into:

• How Currys is redefining outbound as proactive customer engagement

• The role of leadership in a high-performance sales culture

• Why Alvaria’s outbound technology is central to their success

• Real-world use of AI to elevate people, process, and performance

• And why Loughborough is so much more than a contact centre — it’s Currys' largest virtual store.

If you think outbound is old-school or "just sales," this conversation will change your mind.

🎙️ New Episode #222 of Get Out of Wrap is live!

This week, I’m joined by James Connors, founder and director of Quetzel, a business built on honesty, curiosity, and problem-solving. In this episode, we dive into James’ unconventional journey—from life as a roadie to building a trusted tech sourcing partner that’s helping companies make smarter, faster CX and IT decisions.

We cover:

• How Quetzel helps clients navigate a noisy tech landscape

• The importance of authentic relationships with customers and suppliers

• Why being passionate, present, and personal matters more than ever

• Supporting rising boxing star Moses Itauma and Great Ormond Street Hospital

James is someone who lives and breathes his work, and this chat is full of energy, lessons, and laughs (plus a few Arsenal vs Spurs jabs!).

💥 A must-listen for anyone in CX, contact centres, tech, or thinking about starting their own venture.

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