The Reality of Contact Centres

Jeremy Blake and Bob Morrell
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Welcome to The Reality of Contact Centres, the essential podcast for advisors, agents, team leaders, managers, and directors in the contact centre industry. Hosted by Bob Morrell & Jeremy Blake, experienced sales trainers and executive coaches, this podcast draws on decades of training thousands of contact centre professionals worldwide. If you're looking for expert advice, fresh strategies, and real-world insights to help your contact centre excel, evolve, and exceed expectations, you’re in the right place. What You’ll Learn: 📞 How to boost customer engagement & satisfaction 📊 Proven strategies to improve contact centre performance 💬 Leadership & coaching techniques to develop high-performing teams 🔄 The latest innovations shaping the future of customer interactions 🎯 How to drive results in traditional, digital & hybrid contact centres We challenge industry norms, explore the realities of leadership, and share actionable takeaways to help you adapt, improve, and lead your team to success. Whether you run a call centre, web chat team, or virtual operation, we’ll help you stay ahead in today’s fast-moving customer service landscape. 🎵 Original music by Charlie Morrell. 🔗 Learn more about Reality Training & how we help contact centres thrive: www.realitytraining.com 📣 Enjoying the show? Leave a rating & review - we’d love to hear from you! 🚀 Listen now & transform your contact centre!

  1. Ageism Bias in Contact Centres

    04/19/2024

    Ageism Bias in Contact Centres

    Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status?  Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and status. With our expert analysis and narrative flair, we navigate the intricacies of this real-world interaction, shedding light on the broader societal issue of socioeconomic assumptions, especially among retirees in developed countries. Join us to examine how service providers can strike a balance between empathy and scepticism, and how easily professional judgment can be clouded by our own biases. This episode isn't just a conversation—it's a mirror reflecting our individual prejudices and urging us to question how they affect our decisions in similar scenarios. Find more useful and essential contact centre development from realitytraining.com

    9 min
  2. Empowering Your Teams – Free Up Time & Focus on Valuable Work

    04/05/2024

    Empowering Your Teams – Free Up Time & Focus on Valuable Work

    Send us a text Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only disrupts their workflow but stunts the team's growth in problem-solving skills. Listen and learn how to spot these patterns and implement strategies for training and coaching that foster autonomy and efficiency.    Say goodbye to the days of unnecessary 'permission-seeking' that bog down your workflow. We uncover the power of setting clear guidelines and criteria that equip your team members to act independently, without the need for constant approval. This episode is your guide to transforming your call centre into a dynamic environment where confidence flourishes and time is optimized. Tune in and take the first step towards creating a self-reliant workforce that's empowered to make decisions and drive success on their own terms. Find more useful and essential contact centre development from realitytraining.com

    7 min
  3. Stop Using Manager Controlled Offers!

    03/20/2024

    Stop Using Manager Controlled Offers!

    Send us a text How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen?  Well, strap in because we're dissecting that dance of discounts and it's quite the cha-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out what the customer is thinking. This shows how absurd the whole charade is. We want you to wave goodbye to the old-school practice of managerial power mongering, and embracing a culture of swift, accountable decisions right from the frontline. We'll chat about the delicate balance between agent autonomy and the company's treasure chest, minus the secrecy.  Listen to this episode if you fancy a fresh take on sales psychology and let's move past this outdated practice of deferring to managers!  Stay tuned for more sessions and please listen and share with your network! Find more useful and essential contact centre development from realitytraining.com

    10 min
  4. Checking With Your Manager – It’s Time to Stop!

    03/06/2024

    Checking With Your Manager – It’s Time to Stop!

    Send us a text Do you understand the frustration a customer feels when you say “I need to put you on hold and check with my manager"?  This episode promises to unravel why this all-too-common practice is holding back the potential of call centres everywhere. We confront the lack of agent empowerment head-on, striving to identify the bottlenecks that stall service and erode customer trust. Giving you actionable strategies, we set the course for a revolution in autonomy that can lead to swifter service, thrilled customers, and a healthier bottom line.   We dissect the 'talk to the manager' routine that's crippling the integrity of any sales teams. Unlock the power of employee decision-making as we champion autonomy to not only speed up the sales process but to significantly enhance the overall customer experience. Say farewell to unnecessary managerial check-ins and hello to a workforce imbued with trust and authority.  Tune in, empower yourself, and witness the transformation in service quality that follows! Find more useful and essential contact centre development from realitytraining.com

    8 min
  5. Voice Tips for Contact Centres Part 2: Five More Key Tips!

    02/06/2024

    Voice Tips for Contact Centres Part 2: Five More Key Tips!

    Send us a text If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills – and here are 5 more! This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways that resonate with customers and leave them hanging on your every word. We kick things off with a lesson in enunciation, and if you think speaking clearly is a game-changer, wait until you hear our tips on pacing. Too fast and you're a sprinter leaving customers in the dust; too slow and you're the tortoise after a heavy meal. We're here to help you find that perfect tempo that keeps your listeners engaged without feeling rushed. Ever considered standing while taking your calls? Hear us out—it might sound controversial, but a standing desk could be your ticket to more dynamic conversations. We share our insights into how changing your physical stance can inject a whole new level of energy into your voice. And let's not forget pitch; it's not just about hitting those high notes in the shower, it's about using the rise and fall of your voice to convey excitement or sincerity in a way that truly connects with your customer. With our guidance, you'll learn to avoid the dreaded monotone and instead, use pitch to paint your words with emotion.  Tune in and transform your vocal delivery. These two podcasts give you everything you need to have the best voice!  Find more useful and essential contact centre development from realitytraining.com

    8 min
  6. Voice Tips for Contact Centres Part 1: Five Key Tips to Improve

    01/25/2024

    Voice Tips for Contact Centres Part 1: Five Key Tips to Improve

    Send us a text Why are some advisors effective and some less so? Let's unlock that mystery!  In this episode Jeremy Blake and Bob Morrell show you how important and flexible the voice is – and how you should be using it. In the first part of our special double-feature, we're laying down five key tips that will make your voice the secret weapon of your call centre.  Explore the nuances of tone with us as we analyse how a simple change in inflection can turn a customer's frown upside down. Plus, we'll tackle the underrated skill of active listening—because sometimes, the best way to be heard is to listen.  Join our conversation and let's transform your vocal game into the heart and soul of your contact centre's success. Jeremy and Bob are here to guide you through, and we promise, by the end of this episode, you'll be wielding your voice with the finesse of a maestro.  Look out for Part 2 – coming soon! Find more useful and essential contact centre development from realitytraining.com

    8 min
  7. Top Tips for 2024: Contact Centre Customer Experiences and Engagement

    01/10/2024

    Top Tips for 2024: Contact Centre Customer Experiences and Engagement

    Send us a text Top Tips for 2024! What is going to make the biggest difference this year? Ready to take your customer service to a new level?  Call centres all over the world need key areas of focus to have a great year.   We're talking about the art of selling—yes, even you, the customer service pro, are in sales, whether you're booking appointments or solving problems. You're selling an unforgettable experience that keeps customers coming back for more. And when it comes to your voice, it's not just what you say but how you say it. We'll show you how to turn your voice into a powerful instrument that captivates and connects with callers. As our world becomes more digital by the second, your prowess with chat and email is essential. We've got insider tips to polish those skills to perfection. So, whether you're riding the wave of high-volume calls or crafting a response that works, we've got the top tips to help you thrive in the contact centre game. Tune in and transform the way you engage with customers—it's more than a conversation; it's an experience! Find more useful and essential contact centre development from realitytraining.com

    9 min
  8. Team Leaders: Building Resilience in Your Contact Centre Teams

    12/15/2023

    Team Leaders: Building Resilience in Your Contact Centre Teams

    Send us a text Team Leaders, is your contact centre team prepared for the challenges of peak seasons and ready to emerge stronger? Join us for a discussion on resilience – a crucial trait for thriving in the demanding environment of a contact centre. We’ll tap into Dr. Kenneth Ginsberg’s insights on the Seven Cs of resilience, covering competence, connection, coping, and more. Discover how to boost resilience in your team, with a focus on the pivotal role of team leaders in recognising and enhancing resilience, from honing skills to fostering creative problem-solving. Next, we explore the power of connection within teams, highlighting open communication, clear roles, and the impact of storytelling. We’ll also address coping mechanisms and the significance of taking ownership of decisions, showcasing how resilience transforms contact centre dynamics.  By the end, you’ll grasp the importance of resilience and gain a roadmap for creating a supportive, growth-oriented workplace. Tune in to empower your team not just to survive but thrive!  Find more useful and essential contact centre development from realitytraining.com

    15 min
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About

Welcome to The Reality of Contact Centres, the essential podcast for advisors, agents, team leaders, managers, and directors in the contact centre industry. Hosted by Bob Morrell & Jeremy Blake, experienced sales trainers and executive coaches, this podcast draws on decades of training thousands of contact centre professionals worldwide. If you're looking for expert advice, fresh strategies, and real-world insights to help your contact centre excel, evolve, and exceed expectations, you’re in the right place. What You’ll Learn: 📞 How to boost customer engagement & satisfaction 📊 Proven strategies to improve contact centre performance 💬 Leadership & coaching techniques to develop high-performing teams 🔄 The latest innovations shaping the future of customer interactions 🎯 How to drive results in traditional, digital & hybrid contact centres We challenge industry norms, explore the realities of leadership, and share actionable takeaways to help you adapt, improve, and lead your team to success. Whether you run a call centre, web chat team, or virtual operation, we’ll help you stay ahead in today’s fast-moving customer service landscape. 🎵 Original music by Charlie Morrell. 🔗 Learn more about Reality Training & how we help contact centres thrive: www.realitytraining.com 📣 Enjoying the show? Leave a rating & review - we’d love to hear from you! 🚀 Listen now & transform your contact centre!

Information

  • Creator
    Jeremy Blake and Bob Morrell
  • Years Active
    2021 - 2024
  • Episodes
    44
  • Rating
    Clean
  • Copyright
    © 2025 The Reality of Contact Centres
  • Show Website
    The Reality of Contact Centres