Expert Insights

Podcast – Contact Centre Transformation Ideas

Published On: 13th Jul 2020 07:59 - Modified: 22nd Jul 2026

Morris Pentel, Chairman of the Customer Experience Foundation, gives a presentation on how you can transform your contact centre’s performance, in this special edition of The Contact Centre Podcast.

A thumbnail photo of Morris Pentel — Morris Pentel

In his presentation, Morris also discusses key learnings from the COVID-19 outbreak and the importance of building positive habits, and he talks us through how we can set new tactical goals in the contact centre.

To listen to the podcast directly from this web page, just hit the play button below:

The Contact Centre Podcast – Episode 24:

Contact Centre Transformation Ideas

This podcast was made possible by our sponsor NICE.

To watch the full recording of the webinar that this podcast has been sourced from, click here.

Podcast Time Stamps

1:25 – The Impact of COVID-19 on Contact Centres
5:30 – Taking Technology Off the Table
8:40 – Emotional Support for Employees
16:30 – Setting New Tactical Strategies

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Podcast – Contact Centre Transformation Ideas

Contact Centre Transformation Ideas

Contributions From:

Topics:

See more:

Your Next Read