The Reality of Contact Centres
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
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🚀 Listen now & transform your contact centre!
The Reality of Contact Centres
Average Handling Time (AHT)
Most contact centres will monitor AHT (Average Handling Time) per call. This gives managers a snapshot idea of general productivity. It also helps form objectives because there is:
a) a limit of how long a customer will want to talk for
and
b) a limit to the number of products or services that can be sold.
The problem is that AHT monitoring can skew results and call behaviours, so this episode questions whether this metric really works and offers several ideas that would improve or change the value of measuring AHT.
Enjoy!
Find more useful and essential contact centre development from realitytraining.com