The Reality of Contact Centres
Welcome to The Reality of Contact Centres, formerly known as Contact Centre Focus. This podcast is your essential resource for industry insights and expert advice tailored specifically for advisors, agents, team leaders, managers, and directors of contact centres.
Join your hosts, Bob Morrell & Jeremy Blake, the experienced sales trainers and executive coaches behind Reality Training, as they share their wealth of knowledge from training thousands of contact centre professionals across the globe. With decades of experience, they're here to empower you and your team to thrive in today's contact centre environment.
Our mission? To help your contact centre - whether it's a traditional call centre, a web chat team, or a virtual setup - succeed. Each episode offers actionable tips to boost customer engagement, improve results, and refine your leadership and management skills.
In The Reality of Contact Centres, we go beyond reinforcing the status quo. We challenge behaviours, explore leadership strategies, and delve into the latest management techniques. Whether you're seeking to adopt best practices or innovate your approach, we provide fresh ideas and perspectives that will inspire and invigorate your team.
The Reality of Contact Centres features original music composed by Charlie Morrell.
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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