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
Understand ROLES: How Does Status Damage Your Contact Centre?
In the second of our 6-part DRIVES series, Bob & Jeremy explain the vital function of Roles and its impact on team dynamics within contact centres.
- Are you using your power and authority as a manager in the right way to foster collaboration within your team?
- Do you ensure your team understand their roles and play to their strengths, making decisions within their defined responsibilities?
This episode shows you how breaking down hierarchical barriers and encouraging open communication can engage and maximise the potential of your contact centre team members.
Download to listen now, and please rate, review and share this episode with your colleagues! Look out for Integrity, the third part of our series, coming soon!
Find more useful and essential contact centre development from realitytraining.com