Best Calabrio Podcasts (2026)

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AI, Performance, and the Modern Agent with Steve Morrell 46:32

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16d ago46:32

46:32

AI is saving contact centers time, but is it actually making life better for agents? In this episode of Working Smarter, Dave Hoekstra chats with Steve Morrell from ContactBabel about new research into agent burnout, the evolving role of the agent, and what really happens when productivity goes up but KPIs don’t change. From AI-powered self-service…

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#248 - CX Today interview by Rob Wilkinson 32:41

6h ago32:41

32:41

A bit of a different episode this week, this time it was me as the guest and the host was Rob Wilkinson of CX Today and all round awesome human. In this CX Today interview, I explain why the role of Team Leader is so demanding, why burnout is often invisible, and what organisations can do right now to better support their team leaders. This episode…

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#247 - The Get Out of Wrap TV Christmas Special 38:09

8d ago38:09

38:09

This Christmas special episode of Get Out of Wrap is a moment to pause, reflect, and reconnect. I bring together voices from across the contact centre and CX community to look back on 2025, share honest views on AI, leadership and frontline reality, and talk openly about what really matters heading into 2026. You’ll hear: Real reflections on a toug…

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#246 - Cally Heads of Betr Outsourcing 46:10

21d ago46:10

46:10

This episode of Get Out of Wrap brings you an energy-filled, funny, honest and inspiring conversation with Cally Heads, a standout leader who has risen through the ranks of the contact centre world by staying completely, unapologetically herself. We talk about what it really takes to thrive in sales today, why culture is the heartbeat of any operat…

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Voice of the Agent: What 540 Agents Really Think About Life on the Frontline 42:09

29d ago42:09

42:09

In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today’s contact centers. Last year’s report was groundbreaking,…

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#245 - Ed Creasey of Calabrio on Voice of the Agent Research 2025 49:20

30d ago49:20

49:20

The frontline has spoken — and the results are eye-opening. In this episode, Martin is joined by Ed Creasey, VP of Solution Engineering at Calabrio, to break down the newly released Voice of the Agent 2025 research. Now in its second year, this study captures the real experiences, pressures, and motivations of over 540 contact centre agents across …

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#244 – Chatting to the Agents at SSCL Sopra Steria 1:09:58

2M ago1:09:58

1:09:58

One of my favourite types of episodes, getting to speak directly with the people who make contact centres what they are. In this episode, I sat down with a brilliant group of agents from SSCL Sopra Steria to hear what life is really like on the frontline — the highs, the challenges, and the moments that make it all worth it. They share candid insig…

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#243 - Dan Schlenzig - Head of CX Sales at Cisco 36:36

2M ago36:36

36:36

In this episode, Martin talks to Dan Schlenzig, who leads the CX Sales team at Cisco across 22 countries. Dan shares his journey from helpdesk beginnings to managing international teams and gives a fascinating insight into how Cisco is driving innovation in the AI and CX space. 🎙️ Topics covered: Dan’s career journey and leadership lessons Cisco’s …

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#242 - Sam Sanford - Writer & Performer of 'I Love my Job*' 53:37

2M ago53:37

53:37

In this episode of Get Out of Wrap, Martin talks with Sam Sanford — writer, performer and former contact centre worker — whose acclaimed interactive show I Love My Job (with an asterisk!) shines a spotlight on the fascinating, funny, and deeply human world of customer service. Sam’s one-person play mixes comedy, theatre and audience interaction to …

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#241 - Lewis Parkin of Alvaria 34:04

2M ago34:04

34:04

At just 20 years old, Lewis Parkin is proving that age is no barrier to impact in the contact centre world. Starting out at Alvaria in an entry-level role, Lewis quickly showed his initiative — creating training videos, planning events, helping with design projects, and even managing customer accounts across the UK and Ireland. His story is a brill…

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#240 - Garry Beattie, Head of Sales at Betr Outsourcing 47:41

3M ago47:41

47:41

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 outbou…

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#239 - Danny Wareham - author of Constellations 45:59

2M ago45:59

45:59

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 emba…

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#238 - Olly Hobson - a young business owner making a mark ! 26:13

3M ago26:13

26:13

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…

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Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI 43:32

3M ago43:32

43:32

In the first episode of Women, Working Smarter, host Jennifer Docken (Product Marketing Manager, Calabrio) welcomes Ritu Maheshwari (VP of Product Management, Calabrio) to talk about her journey from engineering to product leadership. Ritu shares how mentors shaped her path, why building strong teams matters most, and what excites her about the fut…

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New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari 3:31

3M ago3:31

3:31

Get ready for an all-new series from Calabrio’s Working Smarter podcast! Hosted by Jennifer Docken, this series celebrates women leading the way in tech, contact centers, and customer service. In the preview episode, Jennifer teams up with Ritu Maheshwari from Calabrio to kick things off and share what’s to come.…

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#237 – Phil Jude of Alvaria on Proactive Customer Contact 42:09

3M ago42:09

42:09

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 …

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#236 - Get Out of Wrap TV - 23rd September 35:46

3M ago35:46

35:46

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.

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#235 - the legend that is Chris Rainsforth is back 46:55

3M ago46:55

46:55

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 & Devel…

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Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence 22:55

4M ago22:55

22:55

Hot off the press from Calabrio’s largest annual user conference, C3 in Dallas, comes the launch of Calabrio Workforce Intelligence - the next evolution of Workforce Management. With AI at the core, not bolted on, Calabrio Workforce Intelligence introduces capabilities like Predictive Actions, Agent Assist, and more to help organizations make smart…

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#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva 37:48

4M ago37:48

37:48

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 servi…

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#233 - Get Out of Wrap TV - ep.105 32:16

4M ago32:16

32:16

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…

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#232 - Get Out of Wrap TV - Episode 104 31:24

4M ago31:24

31:24

Your weekly contact centre show. Today we chatted about what is missing from the contact centre and CX world. Then we chatted about channel mix. To take part in the show head to Linkedin on a Tuesday at 10am

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#231 - Kevin McGachy of Sabio on Agentic AI 40:50

4M ago40:50

40:50

In this episode of Get Out of Wrap, Martin sits down with Kevin McGachy, Head of AI Solutions at Sabio, to unpack one of the hottest topics in the industry right now – Agentic AI. Kevin shares his journey from the contact centre floor to leading AI solutions, and explains in plain English the difference between conversational AI, generative AI, and…

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Dan Smitley - What do we want from AI in WFM? 54:25

5M ago54:25

54:25

Dan Smitley is a WFM Guru - You may have seen him posting Will Ferrell gifs on LinkedIn every Friday, but for this episode he joins Calabrio to talk about AI in WFM and how we might get real-world, practical uses out of AI and what that means to the average user. Topics include how WFM can benefit from AI, especially in the "Art vs. Science" front,…

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#230 The 102nd episode of GOOW TV 34:37

5M ago34:37

34:37

Listen along to the 102nd episode of GOOW TV from Linkedin Live - streamed on the 29th July the show covers some of the hot topics in our industry and is a real community.

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#229 Inside The Team Leader Community™ - Building a movement for contact centre Team Leaders 28:15

5M ago28:15

28:15

In this heartfelt solo episode of Get Out of Wrap, host Martin Teasdale shares the full story behind The Team Leader Community™ , how it started, why it matters, and what makes it such a powerful space for contact centre team leaders. Expect personal reflections, real talk about the highs and lows of becoming a team leader, and a deep dive into how…

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#228 - Hannah Russell of Roar B2B on the Contact Centre Expo & The Next CX Summit 25:54

6M ago25:54

25:54

You've probably met Hannah at the Contact Centre Expo, helpful positive and always helping put on a great show. Hannah joins me to share details of the Next CX Summit in Manchester on July 15th and also we talk about the Contact Centre Expo in November and how you can get involved.

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#227 - Steve Powell & The New Era of Outbound: Why Proactive Customer Contact Is the Future of CX 38:18

7M ago38:18

38:18

🎙 In episode #227, Martin is joined by Steve Powell of Alvaria CX to explore why proactive customer engagement is having a major comeback—and what it means for your contact centre. Learn how Alvaria’s Outreach IQ framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight o…

Calabrio Podcasts

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Working Smarter: Presented by Calabrio

Calabrio

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Get Out of Wrap - Contact Centre Chat

Martin Teasdale

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AI, Performance, and the Modern Agent with Steve Morrell 46:32

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#248 - CX Today interview by Rob Wilkinson 32:41

1
#247 - The Get Out of Wrap TV Christmas Special 38:09

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#246 - Cally Heads of Betr Outsourcing 46:10

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Voice of the Agent: What 540 Agents Really Think About Life on the Frontline 42:09

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#245 - Ed Creasey of Calabrio on Voice of the Agent Research 2025 49:20

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#244 – Chatting to the Agents at SSCL Sopra Steria 1:09:58

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#243 - Dan Schlenzig - Head of CX Sales at Cisco 36:36

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#242 - Sam Sanford - Writer & Performer of 'I Love my Job*' 53:37

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#241 - Lewis Parkin of Alvaria 34:04

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#240 - Garry Beattie, Head of Sales at Betr Outsourcing 47:41

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#239 - Danny Wareham - author of Constellations 45:59

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#238 - Olly Hobson - a young business owner making a mark ! 26:13

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Women, Working Smarter: Ritu Maheshwari on Mentorship, Leadership & AI 43:32

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New Series Coming! Women Working Smarter with Jen Docken and Ritu Maheshwari 3:31

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#237 – Phil Jude of Alvaria on Proactive Customer Contact 42:09

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#236 - Get Out of Wrap TV - 23rd September 35:46

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#235 - the legend that is Chris Rainsforth is back 46:55

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Big news - The Next Evolution of Contact Center WFM: Introducing Calabrio Workforce Intelligence 22:55

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#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva 37:48

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#233 - Get Out of Wrap TV - ep.105 32:16

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#232 - Get Out of Wrap TV - Episode 104 31:24

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#231 - Kevin McGachy of Sabio on Agentic AI 40:50

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Dan Smitley - What do we want from AI in WFM? 54:25

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#230 The 102nd episode of GOOW TV 34:37

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#229 Inside The Team Leader Community™ - Building a movement for contact centre Team Leaders 28:15

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#228 - Hannah Russell of Roar B2B on the Contact Centre Expo & The Next CX Summit 25:54

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#227 - Steve Powell & The New Era of Outbound: Why Proactive Customer Contact Is the Future of CX 38:18