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The Contact Centre Podcast

Oct 5, 2020

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...


Aug 10, 2020

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...


Aug 3, 2020

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...


Jul 27, 2020

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...


Jul 20, 2020

John Casey, an experienced Resource Planning expert, gives a presentation sharing tips on workforce planning in the contact centre, in this new format of The Contact Centre Podcast.

In his presentation, John discusses the importance of understanding your shrinkage, building on your contact centre forecasts and...