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
Homeworker Contact Centres
Hybrid working may be here to stay, but working from home permanently is increasing. As the pandemic hit there were organisations that issued homeworkers with all the right kit and others that bought cheap and bought twice.
We explore how home-based working changes management and makes the home worker far more self-dependent in areas traditionally beyond many people’s expertise.
What does this also mean for measures? It’s often been said if you can’t measure it, you can’t manage it, and with remote working, there’s a lot you can’t manage.
Do get in touch at jeremy@realitytraining.com with your comments on this topic to be shared in future episodes.
Find more useful and essential contact centre development from realitytraining.com