From knocking on doors in the rain to leading one of Glasgow’s most energetic sales operations, Garry Beattie has lived the full contact-centre journey.

In this episode, Garry shares:

• His early lessons in face-to-face sales and how they shaped his leadership style

• The role of support, recognition, and development in building strong teams

• Why outbound sales is still thriving when done with honesty and heart

• The “SAS mentality” that drives his team’s culture and performance

• How Betr develops leaders from within and celebrates success the right way

A must-listen for anyone in outbound sales or people leadership.

👏 Brought to you by Betr Outsourcing — champions of proactive, high-performing contact-centre teams.

A New Way to Lead: Danny Wareham on “Constellations” and Culture as the True Leader.

In this episode of Get Out of Wrap, Martin Teasdale sits down with Danny Wareham, author of Constellations and founder of Firgun, to explore a revolutionary new way of looking at leadership.

After nearly two decades in corporate life, Danny took redundancy and embarked on a master’s-level journey into organisational psychology — a path that led to Constellations, a book redefining what leadership really means.

Danny shares the thinking behind his four-year research project: that leadership isn’t about a single figurehead, but about creating environments and cultures that lead themselves. From the psychology of trust and team dynamics to the lessons organisations can learn from the military and small businesses, this conversation challenges every assumption about hierarchy and control.

Whether you’re a contact centre leader, manager, or just passionate about building better teams, this is an episode that will change how you think about leadership forever.

📘 Constellations is available now in Waterstones, WHSmith, Barnes & Noble, and online.

In this episode of Get Out of Wrap, I sit down with Olly Hobson, co-founder of Cloudax, to hear how he’s making waves in the world of AI-powered voice technology — all before the age of 25.

Olly shares his journey from building websites during his GCSEs to co-founding Cloudax and developing some of the most human-like AI voice systems on the market today.

We dive into:
✅ How AI voice can transform the contact centre experience — replacing IVRs and reducing wait times.
✅ Why this isn’t about replacing agents, but about freeing them up to focus on complex, high-value conversations.
✅ Lessons Olly learned from the NatWest Accelerator and the power of community in our industry.
✅ His vision for integrating AI voice with CCaaS platforms to create a seamless end-to-end customer journey.

What struck me most? Olly’s passion, work ethic, and belief that AI is here to augment, not replace. He’s part of a new wave of entrepreneurs shaping the future of customer experience.

🎧 Tune in to hear from one of the brightest young voices in our industry.

In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy.

Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:

• The evolution of outbound into proactive engagement.

• Using data and AI to deliver outreach that prevents problems before they happen.

• Why compliance and regulation are essential foundations.

• How proactive contact drives loyalty, retention, and revenue.

• The future of partnerships and best-of-breed technology in the contact centre industry.

Whether you’re a CX leader, contact centre manager, or simply curious about how proactive outreach can reshape customer experience, this conversation will give you fresh insights.

👉 Listen now and discover why proactive customer contact is the secret to future-proofing CX.

Thanks to my partners Alvaria for supporting the podcast.

On your LinkedIn Live Contact Centre show we talked about hybrid working and whether its helping or hurting your culture.

We also shared the first stats from the State of Contact Centre Technology survey I have recently done with Quetzel.

Chris Rainsforth is back on Get Out of Wrap!

In this wide-ranging chat, Martin and Chris explore:

• The Forum’s Raising Standards conference and collaborative problem-solving

• Why their awards programme is focused on stories and shared learning

• The evolution of training – and whether roleplays still have value in 2025

• The challenge of Learning & Development keeping pace with technology and remote work

• The shift towards wellbeing, empathy, and people-focused leadership

• Reflections on industry progress since the mid-90s – and where we still need to improve

Chris also shares personal insights on mental health, community support, and the importance of looking out for each other. As always, it’s candid, thoughtful, and full of laughs.

In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.

David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:

• Why many organisations are still struggling with the same customer service challenges they faced decades ago.

• The role of AI in customer experience—its potential, the hype, and the reality.

• How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.

• The importance of partnership, ongoing service, and business outcomes over shiny features.

• Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).

The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.

👉 Tune in to hear practical insights into digital transformation, customer experience, and leadership from one of the industry’s most experienced voices.

In this episode, Martin kicks off September with an interactive live discussion packed with insight, humour, and community spirit.

We start by sharing what’s on everyone’s bucket list — from swimming with great white sharks to playing football on Copacabana Beach — before diving into today’s big industry question:

👉 Customers want quick resolutions and short wait times. So why is it still so hard for contact centres to deliver this?

Together with the live audience, we explore:

• The role of planning, training, and empowering frontline teams

• Why agent autonomy can make or break first-time resolution

• The impact of over-engineered customer journeys and disconnected channels

• The growing influence of AI, automation, and web chat trends

• How focusing less on AHT and more on customer outcomes can transform satisfaction

We also look at fresh research from ContactBabel’s UK Contact Centre Decision Makers’ Guide 2025, discussing web chat vs. inbound calls, automation levels, and the reality of self-service adoption.

As always, the conversation is lively, honest, and driven by the amazing GOOW community.

🔗 If you work in contact centres, this episode will get you thinking differently about how we balance speed, quality, and customer expectations.