Claim OwnershipThe Contact Centre Podcast
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The Contact Centre Podcast is designed to support industry professionals in improving call center performance and the wider customer service experience. We cover everything contact centre related and speak to the very best industry experts, enjoying fun, thoughtful conversations.
33 Episodes
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Sandra Thompson, the Founder of the management consultancy Exceed All Expectations, shares her top tips for using emotional intelligence to create memorable customer experiences. In our discussion, we also talk about mapping the customer journey, optimising your Voice of the Customer (VoC) programme and the link between the customer and call center advisor experience. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com Follow the link to find out more about Sandra’s Applied Customer Experience course. Also, we value your feedback to help us improve our podcasts. So, if you are happy to take a few minutes to share your thoughts with us, please click here!
Morris Pentel of The Customer Experience Foundation shares his strong opinions regarding the future of call center metrics and discusses why we should consider moving away from certain, traditional measures. In our discussion, we also talk about the dangers of measuring success through metric scores alone, the growing focus on customer emotion and how to best measure the employee experience. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Natalie Calvert of CX High Performance discusses the keys to employee engagement, sharing lots of practical tips for how to better motivate call center advisors along the way. In our discussion, we also talk about developing team leaders, the impact that metrics choices have on advisors and the best ways to measure contact centre engagement levels. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Nick Drake Knight introduces us to his favourite method of coaching advisors in the call center, before sharing some expert tips for how to improve your training programme. In our discussion, we also talk about how we can sustain key learnings from training, gamification in customer service and discuss how you can protect yourself against the “But Monster”. Yes, you read that right! This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Fellow call center podcaster Martin Teasdale discusses the value of having a well-structured quality programme and shares his advice for helping you get there. In our discussion, we also talk about using quality to increase advisor motivation and maximising the value of scorecards, as well as sharing tips to improve your quality calibration sessions. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Peter Massey of Budd discusses where your customer engagement strategies might be going wrong, giving plenty of advice along the way of how to improve. In our discussion, we also talk about Peter’s well-known customer service slogans, share good examples of successful strategies and look to the future, to assess future ways in which organisations will try to engage with customers. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Dr. Nicola Millard of BT discusses the latest trends in customer behaviour and how they may influence your call centre's channel shift strategy. In our discussion, we also talk about how you can improve your digital customer service strategy, the growth of live chat and the future of the contact centre. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Martin Hill Wilson of Brainfood Consulting discusses how we can improve the customer experience by designing simple, low-effort and fast customer journeys. In our discussion, we also talk about understanding customer behaviours, reducing customer service costs and the fundamentals of digital transformation. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Dr. David Naylor of Humanotics discusses how call centres are using different forms of artificial intelligence (AI), while dissecting some of the hype surrounding the technology. In our discussion, we remove many AI in customer service miscoceptions while discussing the promise of technologies such as predictive routing, biometrics and chatbots. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Nerys Corfield of Injection Consulting shares her own observations of how call centers are using First Contact Resolution (FCR) and talks about the metric's growing popularity. In our discussion, we also discuss the foundations for measuring FCR realistically, how to use your FCR figure to make positive changes to customer service and ask if "One and Done" is right for every scenario? This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Dan Moross of MOO draws on his own experience to discuss the keys to creating a call centre culture that facilitates both learning and enjoyment. In our discussion, we also talk about optimising recruitment, bringing fun into the workplace and developing key customer service skills amongst the contact center team. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Colin Shaw of Beyond Philosophy discusses how we can evoke positive emotions from our customers, first focusing on the wider customer experience, before sharing some practical tips for call centers. In our discussion, we also talk about creating positive customer memories, increasing employee engagement and coaching contact centre advisors. This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo. So, to find out more about Genesys, simply visit: www.genesys.com
Jeanette Hunter of Jabra discusses ways of improving Customer and Agent Experience in the New Normal. In our conversation with Jeanette we examine the emerging trends within the contact centre environment post pandemic, looking at how technology can help support new ways of working for contact centre agents and how you can use data and analytics to manage KPI and coaching delivery seamlessly regardless of where your agents choose to work. This Podcast was made possible by our sponsor Jabra.
Helen Ginman of UandI Wellbeing discusses what contact centres can do to improve employee well-being and take good care of their teams in the “new normal”. In our conversation with Helen, we also talk about common sources of contact centre stress, how you can actively promote wellbeing and the positive impact that looking after wellbeing can bring. To read the article on “52 mental health and wellbeing ideas for your workplace that won’t cost you a penny”, as discussed towards the end of the podcast, click here. For more great content from those of us at Call Centre Helper, check out our industry-leading magazine
Colin Gill of Akixi joins us for a conversation for how contact centres can take their reporting to the next level, sharing lots of clever advice along the way. In our discussion with Colin, we reveal lots of simple tips to help you improve your reporting, highlight some key mistakes to avoid and give extra advice on how you can make sure that you’re measuring the right things.
Sarah Morgan of new contact centre consultancy Luceat Coaching discusses what team leaders and managers can do to help their team to improve their call center skills. In our conversation, we also talk about which skills are most valuable to improve, as well as how to boost motivation levels and employee engagement to help agents further bolster these skills. For more great content form those of us here at Call Centre Helper, follow some of the links below to find some of our latest, must-see content. To take a look at Call Centre Helper’s upcoming webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here.
Lee Jones and Rob Clarke of new contact centre consultancy Elev-8 Performance, discuss some of the most challenging types of customers to deal with and how to best communicate with them. In our conversation with Lee and Rob, we also talk about preparing the call center team for difficult conversations, coaching advisors to stay resilient and dealing with call escalation requests. For more great content form those of us here at Call Centre Helper, follow some of the links below to find some of our latest, must-see content. To take a look at Call Centre Helper’s upcoming webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here.
Gavin Scott, a Customer Service Coaching Consultant, gives a presentation on how we can tweak our existing coaching methods to inspire contact centre advisors to improve their performance. In his presentation, Gavin also talks about how to best give feedback, introduces us to the concept of the “full emotional bank account” and also discusses the importance of focusing on the good things. To watch the full recording of the webinar that this podcast has been sourced from, click here. In this podcast we also highlight some of the other free resources that Call Centre Helper has to help you run the best possible contact centre. The links below will be helpful in finding some of our latest, must-see content. To take a look at Call Centre Helper’s upcoming webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here.
Sandra Thompson, Founder of Exceed All Expectations, gives a presentation on training emotional intelligence in the contact centre to improve customer experience. In her presentation, Sandra also discusses how to best show empathy, changing the language of the contact centre and improving leadership. This podcast was made possible by our sponsor Odigo. To watch the full recording of the webinar that this podcast has been sourced from, click here. Look out for the previous episode of our podcast, which features Sandra, that is entitled: “Customer Experience: The New Thinking for Delighting Your Customers”
Carolyn Blunt of Ember Real Results shares a model for improving contact centre morale, which she calls “The 3Cs”, and discusses how you can use this model to boost employee happiness in the contact centre. In her presentation, Carolyn also talks about the impact of the COVID-19 outbreak on the contact centre industry and how you can help boost the morale of your remote agents, in these uncertain times. This podcast was made possible by our sponsor CallMiner. To find out more about CallMiner’s contact centre solutions, visit: callminer.com To watch the full recording of the webinar that this podcast has been sourced from, click here.
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