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The Contact Centre Podcast

May 4, 2020

Annette Franz, a well-known customer experience consultant and author, starts our conversation by discussing some of those common blockers that many of us face in trying to create great customer experiences.

In our conversation, we also talk about using customer feedback to improve customer experience, understanding the...


Apr 27, 2020

Doug Casterton, a Senior WFM Manager, shares some key pieces of advice, which he has learned through great experience, in how to increase resource planning efficiency and employee engagement.

In our conversation, we also talk about boosting forecast accuracy, designing shift patterns and the personal qualities...


Apr 20, 2020

Thomas Laird, host of the podcast “Advice from a Call Centre Geek”, discusses the traits of an excellent contact centre and how you can stand out from the crowd.  

In our conversation, we also talk about how to improve contact centre culture, share tips to create a unique customer experience and give examples of how...


Mar 30, 2020

Erica Mancuso, a service transformation expert, discusses some of the most promising technologies that are emerging within the contact centre industry.

In our conversation, we also talk about using tools to increase advisor engagement, getting more out of your existing software and creating a business case for call...


Mar 23, 2020

Keith Gait, an experienced customer service director, shares great insight into the current changes that are going on within the contact centres and makes some interesting predictions into the future of the industry.  

In our conversation, we also discuss how service levels are shifting, why organisations need to focus...