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The Contact Centre Podcast

Nov 18, 2019

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...


Nov 11, 2019

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...


Nov 4, 2019

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...


Oct 28, 2019

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...


Oct 21, 2019

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...