🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️

Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors.

Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting?

In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot to ensure smooth flights while staying in control for critical decisions, contact centres can leverage AI-driven WFM solutions to:

✅ Optimize agent schedules dynamically
✅ Balance cost efficiency with customer experience
✅ Prevent burnout by managing occupancy effectively
✅ Empower leaders to focus on strategy, not just scheduling

The future of WFM isn’t about replacing people—it’s about enabling them to focus on what truly matters. By putting workforce management on autopilot, leaders can steer their teams towards success with confidence.

Are you ready to embrace AI-powered WFM in your contact centre?

Let’s discuss!

What is your Linkedin 'ick' ?

What is the one thing you think will change our industry for the better in 2025 ?

This years industry events.

What is the mix of inbound traffic in our industry and what is the expected change ?

We cover all of this in the show today which I am able to bring to you thanks to my partners Betr & The Forum.

🚀 Kickstarting 2025 with an inspiring story you won’t want to miss!

In this episode I sit down with Marco Jetmir Ndrcaj of SSCL.

A remarkable leader with a journey that embodies resilience, passion, and purpose.

Try not to let the fact that Marco supports Chelsea put you off 🤣

From washing pots in a restaurant as a teenager to leading customer experience for SSCL, Marco’s story is proof that hard work, vision, and authenticity can lead to incredible success.

🎙️ In this episode, you’ll discover:
✨ How Marco turned humble beginnings into a thriving leadership career.
✨ The importance of people-first leadership and creating a true sense of purpose for teams.
✨ Lessons on letting go, empowering your team, and achieving sustainable success.
✨ Insights on the future of leadership in a world shaped by AI and innovation.

You will love how Marco’s teams describe their roles—not just answering calls but actively contributing to making streets safer, ensuring prisons are staffed, and supporting national security.

It’s a masterclass in connecting work to purpose.

Whether you’re a seasoned leader, an aspiring professional, or just looking for inspiration, this episode has something for everyone.

#Leadership #Teamwork #CustomerExperience #ContactCentreInnovation #Podcast

Short review of 2024 and look forward to 2025.

Thank you for another year with me and this podcast - your support means a lot.

Happy new year from me x

Mart

🚀 From Contact Centres to Supply Chains: Embracing Change with Dan Cohen! 🚀

Ever wondered what it takes to leap from leading a contact centre to managing a global supply chain? In this episode of Get Out of Wrap, Martin speaks with Dan Cohen, the dynamic leader who transitioned from Nespresso’s award-winning contact centre operations to overseeing their logistics. 🌍📦

Why should you listen?

• Leadership beyond expertise: Dan shares how being “authentically vulnerable” as a leader helped him succeed in a completely new field.
• Lessons from contact centres: Discover how the customer-centric skills honed in contact centres can transform other business areas.
• Embracing change and growth: Dan’s philosophy of “feel the fear and dive in” will inspire you to take risks and embrace challenges in your own career.

Whether you're in a contact centre or dreaming of your next big step, Dan’s journey proves that with the right mindset, anything is possible.

💡 Tune in for leadership lessons, career inspiration, and a fresh perspective on what it means to lead! 💡

#Leadership #CareerGrowth #ChangeManagement #ContactCentre #SupplyChain #Teamwork

Steve Morrell of Contact babel has been conducting research in our industry for 23 years.

This week he came on get Out of Wrap TV to share some key area's we as contact centre professionals should be focused on.

📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊

How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensive research into the voice of the agent.

Why should you listen?

• Discover what agents value most: From job satisfaction to steady income and team culture, hear what matters most to agents today.
• Uncover opportunities for improvement: Learn where contact centres can better support agents, from clearer career pathways to smarter use of technology.
• AI in contact centres—what agents really think: Find out why many agents remain sceptical about AI’s impact and what needs to change to make it truly useful.

If you manage a contact centre, lead a team, or simply care about the future of customer experience, this episode is a must-listen. Get a deep dive into what agents are saying and how we can build a better environment for them.

🚀 Join us as we share actionable insights to improve agent satisfaction and elevate the customer experience! 🚀

#ContactCentre #VoiceOfTheAgent #CX #CustomerExperience #AI #Calabrio

What does it take to nurture the next generation of contact centre leaders?

In this episode of Get Out of Wrap, Martin chats with Clayton Drotsky, founder of The Growth Crew, about his inspiring journey from frontline leader to mentor and the incredible impact of empowering emerging leaders.

Why should you listen?

• Discover the power of self-belief: Clayton shares how the right guidance can transform hesitant leaders into confident decision-makers.
• Learn about the Future Leaders Club: An exclusive program designed to help rising stars in contact centers unlock their potential and take on bigger challenges.
• Real-world leadership stories: Hear how Clayton went from struggling with leadership to creating high-engagement, high-retention teams and what he’s doing now to inspire others.

If you’re a contact centre professional looking to elevate your leadership skills—or if you manage emerging leaders—this episode is packed with actionable insights!

🚀 Don’t miss this chance to get inspired and learn how to foster the leaders of tomorrow! 🚀

🔍 **Transforming the Candidate Experience with Kerry Sudale!** 🔍

Recruitment isn’t just about finding skills—it’s about understanding people and their unique journeys.

In this episode of *Get Out of Wrap*, Martin chats with Kerry Sudale, founder of Sudale Search and Select, who shares her powerful story and fresh perspective on making the hiring process more human.

**Why should you listen?**

- **See beyond the resume:** Kerry emphasizes the importance of understanding a candidate's story, values, and motivations—not just qualifications.

- **Insights into authentic candidate experiences:** From improving communication to setting realistic expectations, Kerry offers strategies to elevate every touchpoint in the candidate journey.

- **Real talk on red flags and company culture:** Gain an honest look at common hiring pitfalls and how both candidates and employers can spot red flags early.

Whether you're in recruitment or building a team, this episode is packed with insights on creating meaningful, respectful, and effective hiring processes.

**Listen in to elevate your candidate experience game!** 🎧

#CandidateExperience #Recruitment #Hiring #GetOutOfWrapPodcast #CX

**The Tech Behind the Talk: Demystifying Contact Centre Tech with Nerys Corfield!** 🔍

If "contact centre tech" feels like a maze of jargon and endless options, this t episode is for you!

On GOOW TV we were lucky to have Nerys Corfield, a true industry veteran, join us .

Nerys simplifies the complex world of contact centre technology, uncovering the essentials you need to know.

**Why listen?**

**Understand Key Tech Terms**: From UCAS and CCAS to the difference between vendors and resellers, Nerys breaks it down in simple, relatable terms.

**Building the Right Tech Stack**: Discover the critical elements your tech should have and how to align them with your team’s needs.

**Spotlight on Accessibility and AI**: Learn how modern tech can be an asset for all users—frontline agents, team leaders, and customers alike.

Whether you're a team leader just stepping into tech discussions or a contact centre leader needing a fresh perspective, Nerys’s insights are invaluable. Don’t miss her real-world advice on leveraging the latest tech for a smarter, more effective contact centre.

Listen in, and let Nerys guide you through the tech landscape! 🚀

In this *Get Out of Wrap* podcast episode, Martin hosts Garry Gormley, also known as "Double G," to discuss the importance of leveraging conversations, data, and coaching to enhance team leader and agent performance in contact centers.

### Key Takeaways:

1. **Using Conversational Data to Drive Performance**:

Garry emphasizes the potential of conversational analytics in improving agent performance, even for centers without advanced tools. He discusses how analyzing everyday customer-agent interactions can reveal insights, such as key phrases, sentiment, and tone, to identify improvement areas.

2. **Enhancing Coaching Conversations**:

Garry highlights the importance of coaching for conversational performance rather than focusing on compliance. He advocates for real-time feedback and personalized coaching, stressing that coaching should target how agents handle calls, including empathy, tone, and question types, to drive better outcomes.

3. **Moving from Reactive to Proactive Service**:

The conversation shifts to how contact centers can transition from reactive customer service to proactive solutions. By identifying recurring issues in customer interactions, leaders can reduce the volume of repeat problems and improve overall service efficiency and customer satisfaction.

### Why Listen?

Listeners will gain valuable insights on how to leverage data from everyday interactions to improve both agent performance and customer experience. Garry shares practical tips for improving coaching conversations, managing vulnerable customers, and using conversational insights to create a more proactive customer service approach.

This episode is a must-listen for contact center managers, team leaders, and anyone interested in enhancing agent development and customer satisfaction through actionable insights.