James Hughes talks about one of his passions and that's for ensuring technology supports Agent mental health & wellbeing. We chat about Sabio's positioning here and also trends in the industry around attrition , absence and what other kpi's are important indicators when it comes to agent wellbeing. We also talk about James other passion - can you guess what it is ?

How did Chris empower the team on the Boris Bikes scheme ? What are the key things you must do to build great team spirit and what does Chris think about the future of our industry. We cover these and much more talking to industry expert Chris de Souza .

Episode #90 of Get out of Wrap is the kick off episode for a series of behind the scenes look at some exciting stuff going on at Sabio - and who better to give us that first look than the CEO Jonathan Gale.

We of course chat about Jonathan’s career and there is a fascinating insight into the inception of Sabio and the birth of this important company in our industry.

We get to hear about the convergence of the contact centre, CX and CRM, what does this mean and for who ?

In a wide ranging insightful and entertaining chat Jonathan also talks about our industry, innovation, where Sabio have come from and where they are going.

The first of what looks to be a really interesting series of chats.

From starting on the phones in Telemarketing to setting up Call Centres across Europe and running her own successful business Angella is a real role model. We talk about her journey and she shares great advice and insights. We also chatted about Angella's passion & activism for Equality, Diversity & Inclusion and how her own experiences shaped that and how we can be allies. Angella is rightly considered a subject matter and lovely human and I am sure after listening you will think so too.

Whilst working at a fairground style stall at Alton Towers giving teddy bears away a bit too freely David Harrison discovered the magic of customer service.

Hear this and the rest of David’s story as a slightly introverted young man was catapulted into positions he thought he wasn’t ready for, yet thrived.

David has led teams to 7 awards and talks passionately about leaving behind the command & control culture prevalent in a lot of contact centres to ones of purpose driven & trusted teams.

I loved talking to David and he shares tips and insight throughout - this is a must listen/watch for;

- anyone who wants their teams bought into a business & brand in profound ways
- people who might be slightly introverted or who have been anxious
- Leaders who want to engage front line teams in CX & CI
- People who want to learn what it takes to win some great awards

David also talks about the leaders who have had an impact on his career, fruit pastilles and Stoke.

I am so lucky doing the podcast as I get to talk to brilliant people and Sandrea is one of those.
Sandrea shares her inspirational personal story and journey into our world of contact centres and shares her tips and current cutting edge world at Depop. I loved talking to Sandrea about the topics she is passionate about and Sandrea celebrates and leverages difference and diversity within her teams to deliver excellence. A brilliant guest I know you will love listening to this episode.

How do you become a more Emotionally Intelligent leader that leads with empathy ? In this episode myself and Chris discuss our experiences and offer some advice and tips.

Lee and I have started talking every week and I always feel great after speaking to him and I learn something. An expert in Change there are some great lessons and tips shared in this episode and Lee also talks Monkeys, Elephants, Stand Up Comedy and his forthcoming Christmas single - whats not to love ?

I've been trying to get Justin to come on from the outset of the podcast and I finally cornered him. Justin is rightly considered one of the key leaders in our industry and today talks passionately about delivering for your customers and for your employees. he shares Dojo's journey and vision and how the concept of Tribes is going to see their NPS & CSAT continue to grow !

I was recently part of the panel discussing this topic at the UK National Contact Centre Conference and I wanted to share some of the points raised.