Send us a text 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, 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 u...

Send us a text 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 team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only disrupts their workflow but stunts the team's growth in problem-solving skills. Listen and learn how to spot these patterns and implement strategies for tra...

Send us a text 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-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out what the customer is thinking. This shows how absurd the whole charade is. We want you to wave goodbye to the old-school practice of managerial pow...

Send us a text 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 the potential of call centres everywhere. We confront the lack of agent empowerment head-on, striving to identify the bottlenecks that stall service and erode customer trust. Giving you actionable strategies, we set the course for a revolution in autonomy that can lead to s...

Send us a text 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 – and here are 5 more! This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways that resonate with customers and leave them hanging on your every word. We kick things off with a lesson in enunciation, and if you think speaking clearly...

Send us a text 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. In the first part of our special double-feature, we're laying down five key tips that will make your voice the secret weapon of your call centre. Explore the nuances of tone with us as we analyse how a simple change in inflection can turn a customer's frown upsid...

Send us a text 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. We're talking about the art of selling—yes, even you, the customer service pro, are in sales, whether you're booking appointments or solving problems. You're selling an unforgettable experience that keeps customers coming back for more. And when it comes to your ...

Send us a text 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 environment of a contact centre. We’ll tap into Dr. Kenneth Ginsberg’s insights on the Seven Cs of resilience, covering competence, connection, coping, and more. Discover how to boost resilience in your team, with a focus on the pivotal role of team leaders in recognising and e...

Send us a text 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 and strategies you need to impress any interviewer, regardless of their role or seniority. We share key tips on demonstrating your understanding of sales and service, maintaining a positive attitude in challenging times, and how to show that you've done your homewor...

Send us a text 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 here to guide you through the do's and don'ts of the Christmas party, especially in a Contact Centre environment. After years of enjoying (and surviving) these festive gatherings, we've gathered some invaluable insights that we're ready to share. From warning against pre...

Send us a text 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 whose customer-centric approach has revolutionised the way their agents handle sales. We dissect a fictional customer service call, demonstrating how to balance customer satisfaction while also promoting the company's additional add-on offers. That's not all! We also...

Send us a text 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 value. Do you expect your advisors to know how to negotiate? Or are they simply discounting or reliant on offers only? This podcast explores the area of pricing and challenges you and your contact centre to try different price structures, to test your people’s ability ...

Send us a text What exactly is Self-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 contact centre. If you've been following our journey through Discretion, Roles, Integrity, Vision & Environment, you're already familiar with the core DRIVES principles. Discover how enhancing each of these aspects can directly boost self-worth, ultimately driving motivation...

Send us a text 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? In Episode 5 of our DRIVES model, we explore ‘E’ – Environment. COVID-19 reshaped the landscape of contact centre dynamics. Remote work emerged as a pivotal force, reshuffling the very notion of a workplace. But what does this transformation mean for your teams and clients? I...

Send us a text 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 imagination and wisdom, or just another run-of-the-mill idea? In this short podcast, we challenge every contact centre to understand what their vision is and ask: What are the measures that tell you that you are moving towards that vision?What if your advisors don’t see eye to ey...

Send us a text 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 i...

Send us a text In the second of our 6-part DRIVES series, Bob & Jeremy explain the vital function of Roles and its impact on team dynamics within contact centres. Are you using your power and authority as a manager in the right way to foster collaboration within your team?Do you ensure your team understand their roles and play to their strengths, making decisions within their defined responsibilities?This episode shows you how breaking down hierarchical barriers and encouraging open commu...

Send us a text In the first of our 6-part DRIVES series, Bob and Jeremy explain the key drivers that increase staff engagement and collaboration, and improves your contact centre. How empowered are your people? How can they decide on what’s best for customers? This first episode amusingly shows you how a lack of discretion can really affect results and motivation. Please listen, rate and review, and share with your colleagues! Look out for Roles, the second part of our series, coming s...

Send us a text 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! Fo...

Send us a text Hybrid working may be here to stay, but working from home permanently is increasing. As the pandemic hit there were organisations that issued homeworkers with all the right kit and others that bought cheap and bought twice. We explore how home-based working changes management and makes the home worker far more self-dependent in areas traditionally beyond many people’s expertise. What does this also mean for measures? It’s often been said if you can’t measure it, you can...