One Week Until the Launch of The Contact Centre Podcast


There is just one week to go until we bring you our latest series of exciting content, as we enter the podcasting world with “The Contact Centre Podcast”.

Alongside our wide range of articles, industry-leading webinars and in-depth reports, we wanted to provide you with a new, fresh way to keep up to date with our best content.

But we also understand that it’s difficult to take time out of your day to stay on top of the latest advice to help you run your ideal contact centre.

So, we’ve decided to hop on the podcast bandwagon, so that you can digest our content while carrying on with your busy life.

You can listen to us on the go, as you travel from place to place, at home, as you get on with your everyday tasks, or in the contact centre itself, as you go about your demanding working lives.

But we are not going to do this alone. We are going to bring your favourite speakers with us.

In fact, we can announce that industry experts who will be sharing their thoughts on the Contact Centre Podcast include Dr Nicola Millard, Martin Hill-Wilson and Peter Massey – just to name a few!

What Can I Hear Next Week?

From Monday the 5th of August we will be launching not one, but our first two episodes of The Contact Centre Podcast.

The episodes will be focused around the topics of:

  • How can you use customer emotions to your advantage?
  • How can you create a happy culture of positive people?

The first episode, based on the topic of customer emotion, will feature a one-to-one conversation with Colin Shaw, the founder of the Financial Times award-winning customer experience consultancy Beyond Philosophy.

Over the course of the episode, we discuss how we can evoke positive emotions from our customers, first focusing on the wider customer experience, before sharing some practical tips for contact centres.

In our discussion, we also talk about creating positive customer memories, increasing employee engagement and coaching contact centre advisors.

The second episode, focusing on creating a positive contact centre culture, will take on the same format and will this time feature Dan Moross, the Director of Customer Experience at MOO, the custom online printing and design company.

In this episode, Dan draws on his own experience to discuss the keys to creating a contact centre culture that facilitates both learning and enjoyment.

In our discussion, we also talk about optimizing recruitment, bringing fun into the workplace and developing advisor skills.

Where Will I Be Able to Download The Contact Centre Podcast?

From Monday the 5th of August, The Contact Centre Podcast will be made available on each of the following platforms:

  • Apple Podcasts
  • Google Podcasts
  • Stitcher
  • Tune In

We will also, at a later date, be adding our podcast to Spotify, so that we can make it as convenient as possible for you to listen to and enjoy our content.

You can also simply stay tuned to our website and listen in from a link embedded in an article that will be published weekly.

If you’re not someone who regularly listens to podcasts on any of these platforms, this may well be the option for you. So, keep your eyes peeled!

What Other Topics Will Be Covered in the Future?

While next week marks the start of our podcast programme, The Contact Centre Podcast will not be a one-time thing.

In fact, we plan to launch a new episode at the start of every week over the course of August and early September this year, in order to cover all the topics that mean the most to you.

Topics will include:

  • How can you boost First Contact Resolution in your contact centre? – with Nerys Corfield of Injection Consulting
  • Contact Centre AI: What are your options? – with Dr. David Naylor of Humanotics
  • How can we improve Customer Journeys to create happy customers? – with Martin Hill-Wilson of BrainFood Extra
    How can we increase Customer Engagement by doing less? – with Peter Massey of Budd
  • Channel Shift: How can we safely move customers from one channel to another? – with Nicola Millard of BT

Each of these topics is crucial to boosting overall contact centre performance and we hope you find every episode fun, engaging and informative.

Finally, we must add that The Contact Centre Podcast would not have been possible without the support of Genesys, a global leader in omnichannel customer experience and contact centre solutions.

If you want to find out more about their latest offering, follow the link to request a Genesys PureCloud Demonstration

But for now, that’s it from us! Thanks for reading this article and we look forward to launching The Contact Centre Podcast next week.

Follow this link where we will provide all the latest information about The Contact Centre Podcast.

Published On: 29th Jul 2019 - Last modified: 31st Jul 2019
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