The Contact Centre Podcast

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.