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...
All content for The Reality of Contact Centres is the property of Jeremy Blake and Bob Morrell and is served directly from their servers
with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.
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...
Team Leaders: Building Resilience in Your Contact Centre Teams
The Reality of Contact Centres
14 minutes
1 year ago
Team Leaders: Building Resilience in Your Contact Centre Teams
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...
The Reality of Contact Centres
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...
