Boost are in and Team Leaders are centre stage.

In this GOOW TV special, Martin announces Boost as the official in-person training partner of The Team Leader Community.

But the real focus? The future of the Team Leader.

With AI reshaping contact centres, advisors handling more complex conversations, and vulnerability becoming a core capability, the pressure on Team Leaders has never been greater.

Nicola and Emily from Boost discuss:

• Why Team Leaders must become strategic coordinators

• Coaching as a core leadership skill

• Managing vulnerability, both in customers and colleagues

• The risk of burnout in a complexity-driven world

• Why in-person learning still matters

This isn’t theory. It’s grounded, practical and built on real contact centre experience.

If you’re serious about frontline performance in 2026 and beyond then this is one to listen to.

Lee Houghton didn’t think he would win.

He didn’t hype it up.
He didn’t tell many people.
He protected himself from disappointment.

And then he was crowned National Coach of the Year.

In this episode, Lee shares:

• The self-doubt behind the nomination

• The psychology of protecting ourselves from failure

• What the award really meant to him

• Why he believes “better is always different”

• And how leaders can move from instruction to true coaching

We explore:

• The power of silence

• Why “why” questions can be dangerous

• How to create genuine human connection

• Why leaders should speak last

• And how to build high-performing teams through connection and curiosity

It’s thoughtful.
It’s emotional.
It’s practical.

And we discover he used to DJ in a monkey costume.....listen for the name alone !

Leadership… but human.

Join me and the rest of the Get Out of Wrap TV gang as we talk about the big questions in the contact centre and CX world. On this episode we talked about what agents are saying their work lives are like in our industry. This is born out of my work with Calabrio on producing the Voice of the Agent research at the end of 2025.