Hosted by Jeremy Blake and Bob Morrell · 🇺🇸 US · EN-GB · 48 episodes
Established thought leaders with verified media credentials.
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 <
Jeremy Blake and Bob Morrell hosts The Reality of Contact Centres, a business show with 48 episodes published.
Send us Fan Mail 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
Send us Fan Mail From our sister podcast - The Reality of Business, the Final Part of our Contact Centre Series we unpack how AI shifts the work mix in contact centres and why brands that compete on experience outperform
Send us Fan Mail We explore how team leaders in contact centres move from admin heavy oversight to true performance coaching while AI takes on the routine work. We share practical ways to build omni‑channel skills, manag
Send us Fan Mail From our sister podcast The Reality of Business - the first of three episodes about the future of contact centres starting at the frontline with the operators changing role, How does AI remove repetitive
Send us Fan Mail Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlightin
Send us Fan Mail Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive t
Send us Fan Mail How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen? Well, strap in because we're dissecting that dance of discounts and it's quite the cha
Send us Fan Mail Do you understand the frustration a customer feels when you say “I need to put you on hold and check with my manager"? This episode promises to unravel why this all-too-common practice is holding back th
Send us Fan Mail If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills
Send us Fan Mail Why are some advisors effective and some less so? Let's unlock that mystery! In this episode Jeremy Blake and Bob Morrell show you how important and flexible the voice is – and how you should be using it
Send us Fan Mail Top Tips for 2024! What is going to make the biggest difference this year? Ready to take your customer service to a new level? Call centres all over the world need key areas of focus to have a great year
Send us Fan Mail Team Leaders, is your contact centre team prepared for the challenges of peak seasons and ready to emerge stronger? Join us for a discussion on resilience – a crucial trait for thriving in the demanding
Send us Fan Mail Interview Skills and Tips: Ready to be the stand-out candidate at your next call centre job interview? Join us, Bob and Jeremy of Reality Training, where we promise to equip you with the exact insights a
Send us Fan Mail Picture this: You're at your Contact Centre Christmas party, the music is playing, the drinks are flowing, and you're just about to photocopy your body parts as a fun party trick. Stop right there! We're
Send us Fan Mail Are your customer service people salespeople? Brand Ambassadors? Efficient Administrators? This episode takes a deep dive into the fascinating world of customer service at 'Bob's Insurance', a company wh
Send us Fan Mail Do you work with special offers? Are your prices negotiable? Or do you sell a hybrid option? Some organisations are fixed price. This means the advisor has to sell what they’re selling purely on the valu
Send us Fan Mail What exactly is S elf-worth, and when was the last time you truly assessed it? Join us for the culmination of our DRIVES principles series in Episode 6, where we focus on increasing self-worth in your co
Send us Fan Mail What defines a thriving working environment within a contact centre? How do you transform spaces into hubs that motivate your teams, encourage collaboration, and drive exceptional customer experiences? I
Send us Fan Mail What lies at the core of your business vision? In Episode 4 of our DRIVES model, we unravel the mysteries of motivational visions . Have you ever wondered if your leadership’s visions are crafted with im
Send us Fan Mail 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 impossib
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The Reality of Contact Centres is hosted by Jeremy Blake and Bob Morrell. The show is categorised under business (management) and has published 48 episodes.
The Reality of Contact Centres has published 48 episodes.
The Reality of Contact Centres regularly covers business, management. It sits in the business category, with a management focus.
The Reality of Contact Centres is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
The Reality of Contact Centres hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of The Reality of Contact Centres average 12 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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