The Contact Centre Podcast-logo

The Contact Centre Podcast

Business & Economics Podcasts

The Contact Centre Podcast explores every area of the Contact Centre and Customer Service space. We cover everything from Customer Service and Telesales, from Strategy to Management and Technology to Practical Hints and Tips.

The Contact Centre Podcast explores every area of the Contact Centre and Customer Service space. We cover everything from Customer Service and Telesales, from Strategy to Management and Technology to Practical Hints and Tips.

Location:

United States

Description:

The Contact Centre Podcast explores every area of the Contact Centre and Customer Service space. We cover everything from Customer Service and Telesales, from Strategy to Management and Technology to Practical Hints and Tips.

Language:

English

Contact:

888-917-8793


Episodes

What Will a Good Call Center Advisor Look like in Ten Year's Time?

2/10/2020
Martin Jukes, a highly experienced consultant in all areas of customer service and the customer experience, shares his vision of the contact centre advisor of the future. In our discussion, we also talk about the new complexities of working in the call center, how managers should be reacting to that and the key advisor skills that will become increasingly valuable to your organisation. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre...

Duration:00:28:12

Customer Service Writing: How to Get More from Your Emails and Chats

2/3/2020
Leslie O’Flahavan, a Professional Writing Trainer and Coach at E-WRITE, discusses some of the most common mistakes that we make in customer service writing and how to avoid them. In our conversation, we also talk about personalising emails and chats, the danger of imposing “word bans” in the contact centre and interesting activities to improve our customer service writing. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit:...

Duration:00:31:10

WFM Tricks That Will Get You Through Busy Periods

1/27/2020
John Casey, a Resource Planning Expert at CCplanning, discusses how we can help to prevent and manage periods of unexpectedly high contact volumes in the call centre. In our conversation, we also talk about factoring absenteeism into our forecasts, the link between scheduling and employee engagement, as well as sharing more tips that will help you to steady the ship when things get a little crazy! This podcast was made possible by our sponsor Genesys. To request a demo of their contact...

Duration:00:29:39

Top Contact Centre Problems and How To Solve Them

1/20/2020
Jo Hale, a greatly experienced Customer Contact Director, shares great insights into overcoming those common challenges that we all face when managing the contact centre. In our discussion, we also share expert tips to improve communication across the contact centre, secure more budget and lower attrition, as well as much, much more.. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: www.callcentrehelper.com/demo The...

Duration:00:26:26

Customer Experience: The New Thinking for Delighting Your Customers

11/18/2019
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 link between the customer and call center advisor experience. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit:...

Duration:00:34:43

Is It Time to Rethink Your Call Center Metrics?

11/11/2019
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 focus on customer emotion and how to best measure the employee experience. This podcast was made possible by our sponsor Genesys. To request a demo of their contact...

Duration:00:37:33

Employee Engagement – Thinking Beyond Happy Employees Make Happy Customers

11/4/2019
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 contact centre engagement levels. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit:...

Duration:00:41:28

Call Center Coaching: How to Sustain Learning and Make it Fun!

10/28/2019
Nick Drake Knight introduces us to his favourite method of coaching advisors in the call center, before sharing some expert tips for how to improve your training programme. In our discussion, we also talk about how we can sustain key learnings from training, gamification in customer service and discuss how you can protect yourself against the “But Monster”. Yes, you read that right! This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre...

Duration:00:38:54

How to Extract More Value From Your Call Center Quality programme

10/21/2019
Fellow call center podcaster Martin Teasdale discusses the value of having a well-structured quality programme and shares his advice for helping you get there. In our discussion, we also talk about using quality to increase advisor motivation and maximising the value of scorecards, as well as sharing tips to improve your quality calibration sessions. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit:...

Duration:00:33:29

How can We Increase Customer Engagement by Doing Less?

10/11/2019
Peter Massey of Budd discusses where your customer engagement strategies might be going wrong, giving plenty of advice along the way of how to improve. In our discussion, we also talk about Peter’s well-known customer service slogans, share good examples of successful strategies and look to the future, to assess future ways in which organisations will try to engage with customers. This podcast was made possible by our sponsor Genesys. To request a demo of their contact center software,...

Duration:00:39:44

Channel Shift: How can we safely move customers from one channel to another?

8/30/2019
Dr. Nicola Millard of BT discusses the latest trends in customer behaviour and how they may influence your call centre's channel shift strategy. In our discussion, we also talk about how you can improve your digital customer service strategy, the growth of live chat and the future of the contact centre. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: https://www.callcentrehelper.com/demo

Duration:00:34:58

How can we improve Customer Journeys to create happy customers?

8/23/2019
Martin Hill Wilson of Brainfood Consulting discusses how we can improve the customer experience by designing simple, low-effort and fast customer journeys. In our discussion, we also talk about understanding customer behaviours, reducing customer service costs and the fundamentals of digital transformation. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: https://www.callcentrehelper.com/demo

Duration:00:36:21

Contact Centre AI: What Are Your Options?

8/16/2019
Dr. David Naylor of Humanotics discusses how call 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 in customer service 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:...

Duration:00:35:11

How can you boost First Contact Resolution in your contact centre?

8/9/2019
Nerys Corfield of Injection Consulting shares her own observations of how call centers 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 make positive changes to customer service and ask if "One and Done" is right for every scenario? This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre...

Duration:00:31:58

How can you create a happy culture of positive people?

7/25/2019
Dan Moross of MOO draws on his own experience to discuss the keys to creating a call centre culture that facilitates both learning and enjoyment. In our discussion, we also talk about optimising recruitment, bringing fun into the workplace and developing key customer service skills amongst the contact center team. This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, visit: https://www.callcentrehelper.com/demo

Duration:00:33:19

How can we use Customer Emotions to our advantage?

7/25/2019
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 call centers. 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: https://www.callcentrehelper.com/demo

Duration:00:32:48