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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 innovatio...

Contact Centres: The Future - How AI is Reshaping and Elevating Human Skills

21 mins; March 23, 2026

Ageism Bias in Contact Centres

8 mins; April 19, 2024

Empowering Your Teams – Free Up Time & Focus on Valuable Work

6 mins; April 05, 2024

Stop Using Manager Controlled Offers!

9 mins; March 20, 2024

Checking With Your Manager – It’s Time to Stop!

8 mins; March 06, 2024

Voice Tips for Contact Centres Part 2: Five More Key Tips!

8 mins; February 06, 2024

Voice Tips for Contact Centres Part 1: Five Key Tips to Improve

8 mins; January 25, 2024

Top Tips for 2024: Contact Centre Customer Experiences and Engagement

9 mins; January 10, 2024

Team Leaders: Building Resilience in Your Contact Centre Teams

14 mins; December 15, 2023

Top Tips for Contact Centre Interviews: Strategies to Impress

7 mins; December 08, 2023

Mastering Your Festive Contact Centre Party - Christmas Party Tips

12 mins; November 21, 2023

Redefining Customer Service: The Upselling Advantage – Service is Sales.

13 mins; November 03, 2023

Cost, Price, Offers, Discounts & Fixed Price Issues!

7 mins; October 17, 2023

Support SELF-WORTH: How Do These DRIVES Improve Your Sense of Self-Worth?

8 mins; August 09, 2023

Create the best ENVIRONMENT: Nurture a Flourishing Workplace for Everyone

8 mins; August 08, 2023

Define Your VISION: How to Create, Deliver & Inspire a Vision of Success!

10 mins; August 07, 2023

Reward INTEGRITY: How Does Integrity Strengthen Your Offering?

9 mins; July 21, 2023

Understand ROLES: How Does Status Damage Your Contact Centre?

9 mins; June 21, 2023

Enable DISCRETION: Speed Up Your Service by Empowering Your Advisors to Decide

9 mins; June 07, 2023

IVR (Interactive Voice Response): The Switch From Bot to Adviser and The Hurdles to Overcome

9 mins; May 22, 2023

Homeworker Contact Centres

12 mins; April 26, 2023

Huddles: Do's & Don'ts

11 mins; April 13, 2023

Outbound Calls: Hints & Tricks

16 mins; March 28, 2023

Retention or Reselling?

13 mins; March 07, 2023

Re-Contracting for Leaders - A Short Guide

9 mins; February 22, 2023

Average Handling Time (AHT)

15 mins; February 06, 2023

Closing the Customer Experience Gap

10 mins; January 25, 2023

Top Tips for Contact Centres for 2023

10 mins; January 03, 2023

Leadership Styles Part 2

9 mins; November 28, 2022

Leadership Styles

9 mins; November 08, 2022

Coaching

11 mins; September 08, 2022

VAPS

11 mins; May 28, 2022

How To Close

10 mins; May 18, 2022

Objection Handling

13 mins; May 03, 2022

Compliance or Tone and Language

11 mins; April 19, 2022

Questioning Skills for Contact Centre Agents and Advisors

11 mins; March 24, 2022

How to Run a Sales Meeting

11 mins; March 02, 2022

NPS – Net Promoter Score – What it is and how to manage it.

13 mins; February 22, 2022

Contact Centre Focus - Disloyal Bonding – Critical Call Centre Behaviour

10 mins; February 15, 2022

Contact Centre Focus - Delivering Price

11 mins; January 11, 2022

Contact Centre Focus - Why Be A Contact Centre Manager?

15 mins; January 06, 2022

The Worst Words to Say in a Call Centre

14 mins; November 11, 2021

Recruitment for Contact Centres

12 mins; October 28, 2021

Dealing with Difficult Customers

11 mins; October 14, 2021

Contact Centre Focus - An Introduction

9 mins; October 05, 2021

The Reality of Contact Centres

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