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
IVR (Interactive Voice Response): The Switch From Bot to Adviser and The Hurdles to Overcome
The frustrations customers face when interacting with automated systems can leave them with an incredibly negative customer journey experience. The challenges you, the advisor, then encounter to provide a seamless transition and make it so much better, is a tough ask after these dreadful responses.
The handover from bot to human often feels likes starting from scratch and companies struggle to make it work efficiently. We’ve not found a company where it does work yet! For something that is supposed to makes things easier, it really doesn’t. It's time to break this cycle and deliver a streamlined experience.
Advisors need to be trained to seamlessly continue conversations where the bot left off; bridging the gap between automation and human interaction and ensuring customers feel heard and valued at every stage. Don't settle for the illusion of assistance - learn how a genuine, integrated approach can transform your customer service, positively impacting your NPS and overall experience.
Find more useful and essential contact centre development from realitytraining.com