# contact centre (audio feeds) — RSS Amplifier Recent posts from the 1 feeds in the RSS Amplifier directory that cover contact centre. Page: Feed: --- ## [#269 – Why Outbound Is Dead: Susan Terry (Alvaria) on the Rise of Proactive Customer Outreach Podcast Description](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/269--Why-Outbound-Is-Dead-Susan-Terry-Alvaria-on-the-Rise-of-Proactive-Customer-Outreach-Podcast-Description-e3n97o6) _2026-08-14 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ 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… [Listen](https://anchor.fm/s/9198ff8/podcast/play/124083398/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-7-11%2F99748750-9a0b-8a8e-0ba2-984e483d4f89.m4a) ## [#268 - What if leadership didn't need a leader - Danny Wareham](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/268---What-if-leadership-didnt-need-a-leader---Danny-Wareham-e3mvdfh) _2026-08-07 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ 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… [Listen](https://anchor.fm/s/9198ff8/podcast/play/123761585/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-7-4%2F628ce6c2-1dd1-d770-e650-84525bd167a9.m4a) ## [#267- James Revell - Why great teams don't grown on trees.](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/267--James-Revell---Why-great-teams-dont-grown-on-trees-e3mekt8) _2026-07-24 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ Martin welcomes back "the Bearded Wonder Man" himself, James Revell, for a wide-ranging conversation on leadership, team culture, and the future of customer experience. Drawing on years of judging national and European contact centre awards, James shares what separates truly great teams from the merely good — authenticity, storytelling, and leaders who empower rather than dominate. The… [Listen](https://anchor.fm/s/9198ff8/podcast/play/123212136/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-6-23%2F48500ea6-b9a7-f313-2682-761b19a86efd.m4a) ## [#266 - A closer look at what contact centres may look like in 2035](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/266---A-closer-look-at-what-contact-centres-may-look-like-in-2035-e3l7pfh) _2026-06-26 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ 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… [Listen](https://anchor.fm/s/9198ff8/podcast/play/121938865/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-5-24%2Fa832a607-cdde-0797-cb85-89fcfa6b1ba5.m4a) ## [#265 - Has contact centre technology actually improved? With Danny Wardell](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/265---Has-contact-centre-technology-actually-improved--With-Danny-Wardell-e3kv41c) _2026-06-19 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ 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… [Listen](https://anchor.fm/s/9198ff8/podcast/play/121654764/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-5-18%2F360654fc-df9b-b5ff-12dc-0c8f225cd585.mp3) ## [#264 - Prioritisation, Decision Systems & Improvement with The Forum](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/264---Prioritisation--Decision-Systems--Improvement-with-The-Forum-e3ktlbs) _2026-06-17 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ 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… [Listen](https://anchor.fm/s/9198ff8/podcast/play/121606972/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-5-17%2F3bf3fd85-762d-b1e9-af7b-a4cffeee9379.mp3) ## [#263 - Danny Wardell of Alvaria CX](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/263---Danny-Wardell-of-Alvaria-CX-e3kl2hc) _2026-06-12 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ Get Out of Wrap | Episode #263 – Danny Wardell, VP EMEA GTM at Alvaria CX From filing in a damp cellar at a solicitor's office to VP at one of the contact center industry's most recognised brands, Danny Wardell's journey is anything but ordinary. In this episode, Martin sits down with Danny to explore the grit, setbacks, and hard-won lessons behind a career built from a working-class background in… [Listen](https://anchor.fm/s/9198ff8/podcast/play/121325548/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-5-11%2F7ce33e52-10ca-157a-484f-bd76526bf9ca.m4a) ## [#262 - Teams, Trust, and BOSS Culture](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/262---Teams--Trust--and-BOSS-Culture-e3ja4v0) _2026-05-15 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ In this episode I am joined once again by the brilliant Lee Houghton for a conversation that gets to the heart of what makes a team a real team, and what gets in the way. They explore why "team" is consistently the number one thing people say brings them happiness at work, the difference between a group that works and one that truly performs, and why artificial harmony might be the biggest silent… [Listen](https://anchor.fm/s/9198ff8/podcast/play/119919008/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-4-13%2F4fc7c271-ea1d-a9e5-3bfc-43407b8a5616.mp3) ## [#261 - Don't kick the hive with Jamie Corbett](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/261---Dont-kick-the-hive-with-Jamie-Corbett-e3iqdq2) _2026-05-08 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ In this episode I sat down with Jamie Corbett, Head of Operations at Advantis Credit, for a conversation that's as honest as it is inspiring. Jamie's story starts on the building sites, a plumber by trade who accidentally stumbled into a contact centre when he needed holiday money and ends (for now) at the top of operations. But it's the messy, human middle that makes this episode unmissable.… [Listen](https://anchor.fm/s/9198ff8/podcast/play/119403778/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-4-3%2F0114e3d9-c028-b2fe-a40b-2a87c6919d31.mp3) ## [Every Channel. One Login. (Sponsored)](https://crawlproof.com/a/ryRVewriFPR7) _2026-05-08 · **Sponsored**_ 17,000+ live channels, movies and sports on any device. Free trial, no IP lock. ## [#260 - Where is the AI bandwagon heading ? With Lee Houghton](https://podcasters.spotify.com/pod/show/get-out-of-wrap/episodes/260---Where-is-the-AI-bandwagon-heading---With-Lee-Houghton-e3io95j) _2026-05-01 · Martin Teasdale · Get Out of Wrap - Contact Centre Chat_ Martin sits down with Lee Houghton, the UK's National Coach of the Year and founder of Get Knowledge, for a wide-ranging, honest conversation about artificial intelligence and what it's doing to us as humans. Fresh from the Forum Conference, both self-confessed AI enthusiasts wrestle with a genuine tension: they love how AI has transformed their solo businesses, but they're worried about what we… [Listen](https://anchor.fm/s/9198ff8/podcast/play/119333491/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-4-1%2Fa6367453-bf0a-7fd0-885e-e5b3d2b29069.mp3)