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The Contact Centre Podcast

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...


Oct 11, 2019

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...