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The Contact Centre Podcast

Feb 8, 2021

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...


Nov 30, 2020

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...


Nov 9, 2020

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...


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...