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The Contact Centre Podcast

Mar 23, 2020

Keith Gait, an experienced customer service director, shares great insight into the current changes that are going on within the contact centres and makes some interesting predictions into the future of the industry.  

In our conversation, we also discuss how service levels are shifting, why organisations need to focus...


Feb 24, 2020

Jacqui Turner, the Founder of Turner Corner Learning Solutions, discusses how we can better support team leaders in the contact centre, in order to improve advisor performance.

In our conversation, we also talk about the dangers of micromanaging, building positive working relationships and preparing leaders to have...


Feb 17, 2020

Kim Ellis, a customer service coach who has worked with many renowned brands, discusses the keys to improving skills like empathy, active listening and knowledgeability in the contact centre.

In our discussion, we also discuss training exercises that will help to develop these skills further, while Kim makes reference...


Feb 10, 2020

Martin Jukes, a highly experienced consultant in all areas of customer service and the customer experience, shares his vision of the contact centre advisor of the future.

In our discussion, we also talk about the new complexities of working in the call center, how managers should be reacting to that and the key advisor...


Feb 3, 2020

Leslie O’Flahavan, a Professional Writing Trainer and Coach at E-WRITE, discusses some of the most common mistakes that we make in customer service writing and how to avoid them.

In our conversation, we also talk about personalising emails and chats, the danger of imposing “word bans” in the contact centre...