Listen to the Latest Episodes of The Contact Centre Podcast!

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.

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?

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?

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: www.talkdesk.com/demo

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

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.