32 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.

    Employee Wellbeing: Take Care of Your Team!

    Employee Wellbeing: Take Care of Your Team!

    Helen Ginman of UandI Wellbeing discusses what contact centres can do to improve employee well-being and take good care of their teams in the “new normal”.
    In our conversation with Helen, we also talk about common sources of contact centre stress, how you can actively promote wellbeing and the positive impact that looking after wellbeing can bring.
    To read the article on “52 mental health & wellbeing ideas for your workplace that won’t cost you a penny”, as discussed towards the end of the podcast, click here.
    For more great content from those of us at Call Centre Helper, check out our industry-leading magazine, by clicking on the following link: www.callcentrehelper.com

    • 21 min
    How to Improve Your Call Centre Reporting

    How to Improve Your Call Centre Reporting

    Colin Gill of Akixi joins us for a conversation for how contact centres can take their reporting to the next level, sharing lots of clever advice along the way.
    In our discussion with Colin, we reveal lots of simple tips to help you improve your reporting, highlight some key mistakes to avoid and give extra advice on how you can make sure that you’re measuring the right things.
    To find out more about Akixi and their call centre reporting tools, visit: www.akixi.com

    • 16 min
    Contact Center Skills: How to Keep Developing Your Team

    Contact Center Skills: How to Keep Developing Your Team

    Sarah Morgan of new contact centre consultancy Luceat Coaching discusses what team leaders and managers can do to help their team to improve their call center skills.
    In our conversation, we also talk about which skills are most valuable to improve, as well as how to boost motivation levels and employee engagement to help agents further bolster these skills.
    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.

    • 20 min
    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

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