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 <

The Reality of Contact Centres is a business podcast hosted by Jeremy Blake and Bob Morrell, with 48 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Jeremy Blake and Bob Morrell hosts The Reality of Contact Centres, a business show with 48 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #4

  AI & Customer Experience: Why Human Skills Matter More Now

  May 20, 202635 minS4

  <p>Send us Fan Mail</p><p><b>From our sister podcast, The Reality of Business, this episode is especially relevant for anyone working in contact centres, customer service or customer experience.</b></p><p>Bob and Jeremy discuss how brands are using AI in customer experience right now, where it’s helping, where organisations are struggling, and some of the problems already starting to appear.</p><p>Recorded after a visit to a major CX conference in London, the episode explores:</p>AI in contact centres and customer serviceThe shift towards more complex human conversationsWhere automation works well – and wher...

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  Episode #3

  Contact Centres: The Brand and Customer Lifetime Value

  Apr 20, 202621 minS4

  <p>Send us Fan Mail</p><p>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 on sales and retention. We share a practical path from cost per call to value per customer, with hiring, training, and hybrid models that scale.<br/><br/>• market growth and AI moving simple queries to automation<br/>• experience as the differentiator over price<br/>• contact centres as sales and retention engines<br/>• reinvesting AI savings into skills and tool...

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  Episode #2

  Contact Centres: The Future Team Leader - CX & Performance Coach

  Apr 6, 202616 minS4

  <p>Send us Fan Mail</p><p>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, manage hybrid teams, and use data to protect wellbeing and grow careers.<br/><br/>• the step up from agent to leader and the peer challenge<br/>• why numbers alone don’t change behaviour<br/>• coaching as the primary lever for performance<br/>• building omni‑channel skills across voice, chat, email and video<br/>• handling camera reluctance with confidence and choice<br/>• using AI a...

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  Episode #1

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

  Mar 23, 202621 minS4

  <p>Send us Fan Mail</p><p>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 work, why complex conversations now define value and how multi skilling and hybrid work create real career growth. </p><p>Why automation now handles routine requests </p><p>Why complex and emotional calls need humans</p><p>How to multi skill across voice, chat, email and social</p><p>How real-time AI guidance boosts speed and accuracy</p><p>Wh...

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  Episode #12

  Ageism Bias in Contact Centres

  Apr 19, 20249 minS3

  <p>Send us Fan Mail</p><p>Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? <br/><br/>Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and s...

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