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
📣 Enjoying the show? Leave a rating & review - we’d love to hear from you!
🚀 Listen now & transform your contact centre!
The Reality of Contact Centres
Reward INTEGRITY: How Does Integrity Strengthen Your Offering?
How does integrity work in your contact centre? How does it help us to collaborate?
If it is at the heart of what you do, then consistency is easy. If it isn’t, then collaboration becomes almost impossible. A lack of integrity totally undermines any reputation you are trying to build. It could be individuals, teams, or managers who work against integrity. In contact centres how does language remove integrity?
In this short podcast Bob and Jeremy define the importance of integrity, and how, if you agree on that consistency then collaboratively, this will help your organisation to thrive.
Please listen, comment and share – this follows the first two episodes of this series, Discretion and Roles. Look out for Vision – coming soon!
Find more useful and essential contact centre development from realitytraining.com