The Contact Centre Podcast

Dr. David Naylor of Humanotics discusses how contact centres are using different forms of artificial intelligence (AI), while dissecting some of the hype surrounding the technology. In our discussion, we remove many AI miscoceptions while discussing the promise of technologies such as predictive routing, biometrics and chatbots. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: https://www.callcentrehelper.com/demo

In this Episode of the Contact Centre Podcast we discuss with Nerys Corfield, the Director of Injection Consulting, the best ways to measure and improve your First Contact Resolution (FCR) rates. Nerys Corfield of Injection Consulting shares her own observations of how contact centres are using First Contact Resolution (FCR) and talks about the metric's growing popularity. In our discussion, we also discuss the foundations for measuring FCR realistically, how to use your FCR figure to...

Dan Moross of MOO draws on his own experience to discuss the keys to creating a contact centre culture that facilitates both learning and enjoyment. In our discussion, we also talk about optimising recruitment, bringing fun into the workplace and developing advisor skills. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: https://www.callcentrehelper.com/demo

Colin Shaw of Beyond Philosophy discusses how we can evoke positive emotions from our customers, first focusing on the wider customer experience, before sharing some practical tips for contact centres. In our discussion, we also talk about creating positive customer memories, increasing employee engagement and coaching contact centre advisors. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit:...