The Contact Centre Podcast

Improving Customer and Agent Experience in the New Normal

Jeanette Hunter of Jabra discusses ways of improving Customer and Agent Experience in the New Normal. In our conversation with Jeanette we examine the emerging trends within the contact centre environment post pandemic, looking at how technology can help support new ways of working for contact centre agents and how you can use data and analytics to manage KPI and coaching delivery seamlessly regardless of where your agents choose to work. This Podcast was made possible by our sponsor Jabra.

Employee Wellbeing: Take Care of Your Team!

Helen Ginman of UandI Wellbeing discusses what contact centres can do to improve employee well-being and take good care of their teams in the “new normal”. In our conversation with Helen, we also talk about common sources of contact centre stress, how you can actively promote wellbeing and the positive impact that looking after wellbeing can bring. To read the article on “52 mental health and wellbeing ideas for your workplace that won’t cost you a penny”, as discussed towards the end of the podcast, click here. For more great content from those of us at Call Centre Helper, check out our industry-leading magazine

How to Improve Your Call Centre Reporting

Colin Gill of Akixi joins us for a conversation for how contact centres can take their reporting to the next level, sharing lots of clever advice along the way. In our discussion with Colin, we reveal lots of simple tips to help you improve your reporting, highlight some key mistakes to avoid and give extra advice on how you can make sure that you’re measuring the right things.

Contact Center Skills: How to Keep Developing Your Team

Sarah Morgan of new contact centre consultancy Luceat Coaching discusses what team leaders and managers can do to help their team to improve their call center skills. In our conversation, we also talk about which skills are most valuable to improve, as well as how to boost motivation levels and employee engagement to help agents further bolster these skills. For more great content form those of us here at Call Centre Helper, follow some of the links below to find some of our latest, must-see content. To take a look at Call Centre Helper’s upcoming webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here.

Dealing with Challenging Customers

Lee Jones and Rob Clarke of new contact centre consultancy Elev-8 Performance, discuss some of the most challenging types of customers to deal with and how to best communicate with them. In our conversation with Lee and Rob, we also talk about preparing the call center team for difficult conversations, coaching advisors to stay resilient and dealing with call escalation requests. For more great content form those of us here at Call Centre Helper, follow some of the links below to find some of our latest, must-see content. To take a look at Call Centre Helper’s upcoming webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here.