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The Contact Centre Podcast

Jul 27, 2020

Carolyn Blunt of Ember Real Results shares a model for improving contact centre morale, which she calls “The 3Cs”, and discusses how you can use this model to boost employee happiness in the contact centre.

In her presentation, Carolyn also talks about the impact of the COVID-19 outbreak on the contact centre...


Jul 20, 2020

John Casey, an experienced Resource Planning expert, gives a presentation sharing tips on workforce planning in the contact centre, in this new format of The Contact Centre Podcast.

In his presentation, John discusses the importance of understanding your shrinkage, building on your contact centre forecasts and...


Jul 13, 2020

Morris Pentel, Chairman of the Customer Experience Foundation, gives a presentation on where you can transform your contact centre’s performance, in this special edition of The Contact Centre Podcast.

In his presentation, Morris also discusses key learnings from the COVID-19 outbreak, the importance of building...