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The Contact Centre Podcast

Aug 10, 2020

Gavin Scott, a Customer Service Coaching Consultant, gives a presentation on how we can tweak our existing coaching methods to inspire contact centre advisors to improve their performance.

In his presentation, Gavin also talks about how to best give feedback, introduces us to the concept of the “full emotional...


Aug 3, 2020

Sandra Thompson, Founder of Exceed All Expectations, gives a presentation on training emotional intelligence in the contact centre to improve customer experience.

In her presentation, Sandra also discusses how to best show empathy, changing the language of the contact centre and improving leadership.  

 This podcast was...