29 episodes

The Contact Centre Podcast is designed to support industry professionals in improving call center performance and the wider customer service experience.

We cover everything contact centre related and speak to the very best industry experts, enjoying fun, thoughtful conversations.

The Contact Centre Podcast Call Centre Helper

    • Business
    • 5.0 • 1 Rating

The Contact Centre Podcast is designed to support industry professionals in improving call center performance and the wider customer service experience.

We cover everything contact centre related and speak to the very best industry experts, enjoying fun, thoughtful conversations.

    Dealing with Challenging Customers

    Dealing with Challenging Customers

    Lee Jones and Rob Clarke of new contact centre consultancy Elev-8 Performance, discuss some of the most challenging types of customers to deal with and how to best communicate with them. 
    In our conversation with Lee and Rob, we also talk about preparing the call center team for difficult conversations, coaching advisors to stay resilient and dealing with call escalation requests. 
    For more great content form those of us here at Call Centre Helper, follow some of the links below to find some of our latest, must-see content.
    To take a look at Call Centre Helper’s upcoming webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here.

    • 34 min
    How to Get More from Your Call Centre Team

    How to Get More from Your Call Centre Team

    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 bank account” and also discusses the importance of focusing on the good things.
    To watch the full recording of the webinar that this podcast has been sourced from, click here.
    In this podcast we also highlight some of the other free resources that Call Centre Helper has to help you run the best possible contact centre.
    The links below will be helpful in finding some of our latest, must-see content. 
    To take a look at Call Centre Helper’s upcoming webinar programme, click here.
    To take a look at Call Centre Helper’s latest industry-wide report, click here.
    To take a look at Call Centre Helper’s great selection of free tools, click here.

    • 16 min
    Emotional Intelligence in the Contact Centre

    Emotional Intelligence in the Contact Centre

    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 made possible by our sponsor Odigo. To find out more about Odigo’s contact centre solutions, visit: www.odigo.com
    To watch the full recording of the webinar that this podcast has been sourced from, click here.
    Look out for the previous episode of our podcast, which features Sandra, that is entitled: “Customer Experience: The New Thinking for Delighting Your Customers”

    • 20 min
    How to Improve Contact Centre Morale

    How to Improve Contact Centre Morale

    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 industry and how you can help boost the morale of your remote agents, in these uncertain times.
    This podcast was made possible by our sponsor CallMiner. To find out more about CallMiner’s contact centre solutions, visit: callminer.com
    To watch the full recording of the webinar that this podcast has been sourced from, click here.

    • 19 min
    Top Tips for Contact Centre Planning

    Top Tips for Contact Centre Planning

    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 experimenting with new planning ideas.
    This podcast was made possible by our sponsor, Genesys. We now have a new link to visit their website, instead of the link mentioned in the podcast to request a demo.
    So, to find out more about Genesys, simply visit: www.genesys.com
    If you would like to read the workforce planning article discussed in this podcast, follow the link: Workforce Planning: 20 Fundamental Rules
    To watch the full recording of the webinar that this podcast has been sourced from, click here.

    • 18 min
    Contact Centre Transformation Ideas

    Contact Centre Transformation Ideas

    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 positive habits and talks us through how we can set new tactical goals in the contact centre.
    This podcast was made possible by our sponsor NICE. To find out more about NICE’s contact centre solutions, visit: www.nice.com
    To watch the full recording of the webinar that this podcast has been sourced from, click here.

    • 20 min

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