#233 - Get Out of Wrap TV - ep.105

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.