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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...