Listen to the Latest Episodes of The Contact Centre Podcast!

Podcast latest episodes

Over the past couple of months, we have released five new episodes of The Contact Centre Podcast, which are available to download now.

In these five episodes, we have talked to a whole host of respected contact centre experts, bringing you five thought-provoking conversations.

Each of these episodes of The Contact Centre Podcast can be listened to either on this web page or through any of the following major podcasting platforms:

By clicking on any of the links above, you can listen to each of these new episodes – as well as all of the great conversations that we have previously recorded – on the respective platform.

If you’d rather not download our podcast but prefer to listen via this web page, simply press the play buttons that come with each episode below – and, of course, enjoy!

Ep 1. – Contact Centre Evolution: Where Are We Heading?

A headshot of Keith Gait

Keith Gait

Keith Gait, an experienced customer service director, shares great insights into the current changes that are going on within contact centres and makes some interesting predictions into the future of the industry.

In our conversation, we also discuss how service levels are shifting, why organizations need to focus more on supporting advisors with the right knowledge, as well as other trends like AI and customer emotion.

This podcast was made possible by our sponsor Genesys. To request a demo of their contact centre software, please click here.

Ep 2. – Contact Centre Technology: Where Should I Invest?

A headshot of Erica Mancuso

Erica Mancuso

Erica Mancuso, a service transformation expert, discusses some of the most promising technologies that are emerging within the contact centre industry.

In our conversation, we also talk about using tools to increase advisor engagement, getting more out of your existing software and creating a business case for contact centre technology.

This podcast was made possible by our sponsor Talkdesk. To request a demo of their contact centre software, visit:

Ep 3. – Contact Centre Excellence: How to Stand Out From the Crowd

A headshot Thomas Laird

Thomas Laird

Thomas Laird, host of the podcast “Advice from a Call Centre Geek”, discusses the traits of an excellent contact centre and how you can stand out from the crowd.

In our conversation, we also talk about how to improve contact centre culture, share tips to create a unique customer experience and give examples of how leading organizations are excelling at customer service.

This podcast was made possible by our sponsor Vonage. To find out more about their contact centre solutions, visit:

Ep 4. – Resource Planning Advice to Boost Efficiency and Engagement

A headshot of Doug Casterton

Doug Casterton

Doug Casterton, a Senior WFM Manager, shares some key pieces of advice, learned through great experience, in how to increase resource planning efficiency and employee engagement.

In our conversation, we also talk about boosting forecast accuracy, designing shift patterns and the personal qualities that make up a really great contact centre planner.

This podcast was made possible by our sponsor NICE. To take a look at their great WFM technology, simply click here!

Annette Franz

Annette Franz

Ep 5. – What Makes a Great Customer Experience?

Annette Franz, a well-known customer experience author, starts our conversation by discussing some of those common blockers that many of us face in trying to create great customer experiences.

In our conversation, we also talk about using customer feedback to improve customer experience, understanding the impact of emotion and creating great customer journey maps.

This podcast was made possible by our sponsor Natterbox. You can check out their cloud telephony platform by visiting:

A Few Thank Yous

Already these episodes have proven very popular and we would like to thank every one of our thousands of listeners for making this podcast as popular as it is.

Your continued support has allowed us to ensure that we can keep recording great conversations with our wonderful industry expert guests.

We would also like to thank each of our five guests for taking part and giving us lots of great content, which we have been delighted to share with you.

Finally, we want to thank our sponsors of these podcasts, as without their support, we would not be able to put any of this together.

Follow any of the links below to find out more about our sponsors’ great contact centre solutions:

As for us, we are excited to keep this podcast going as we move forward, so make sure you keep an eye out for more episodes in the not-so-distant future!

Published On: 3rd Jun 2020 - Last modified: 11th Aug 2020
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