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
AI & Customer Experience: Why Human Skills Matter More Now
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From our sister podcast, The Reality of Business, this episode is especially relevant for anyone working in contact centres, customer service or customer experience.
Bob and Jeremy discuss how brands are using AI in customer experience right now, where it’s helping, where organisations are struggling, and some of the problems already starting to appear.
Recorded after a visit to a major CX conference in London, the episode explores:
- AI in contact centres and customer service
- The shift towards more complex human conversations
- Where automation works well – and where it doesn’t
- The line between machine support and human judgement
- How customer service roles are changing
- And the skills people will increasingly need as AI becomes part of everyday customer journeys
There’s also a wider conversation around customer experience strategy, AI adoption, customer retention, service quality and what brands should be paying attention to next.
If you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about.
To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.