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Send us Fan Mail From our sister podcast, The Reality of Business, this episode is especially relevant for anyone working in contact centres, customer service or customer experience. Bob and Jeremy discuss how brands are using AI in customer experience right now, where it’s helping, where organisations are struggling, and some of the problems already starting to appear. Recorded after a visit to a major CX conference in London, the episode explores: AI in contact centres and customer serviceThe shift towards more complex human conversationsWhere automation works well – and where it doesn’tThe line between machine support and human judgementHow customer service roles are changingAnd the skills people will increasingly need as AI becomes part of everyday customer journeysThere’s also a wider conversation around customer experience strategy, AI adoption, customer retention, service quality and what brands should be paying attention to next. If you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about. 153d3963dfd3c4f9f33e88991a8968712304d7c1 To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail From our sister podcast - The Reality of Business, the Final Part of our Contact Centre Series we unpack how AI shifts the work mix in contact centres and why brands that compete on experience outperform on sales and retention. We share a practical path from cost per call to value per customer, with hiring, training, and hybrid models that scale. • market growth and AI moving simple queries to automation • experience as the differentiator over price • contact centres as sales and retention engines • reinvesting AI savings into skills and tools • shifting metrics from cost per call to value per customer • automotive as a case study of fragmented journeys • remote and hybrid staffing for coverage and resilience • global standards for consistent behaviours across teams • talent pipelines that reward autonomy and negotiation • continuous strategy instead of one‑off projects Thank you for sharing episodes with your friends and your colleagues. You know, you just press share, click on it, and why not chuck in someone's email or WhatsApp them an episode if you think it might help them sound more interesting when you're next with them To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail We explore how team leaders in contact centres move from admin heavy oversight to true performance coaching while AI takes on the routine work. We share practical ways to build omni‑channel skills, manage hybrid teams, and use data to protect wellbeing and grow careers. • the step up from agent to leader and the peer challenge • why numbers alone don’t change behaviour • coaching as the primary lever for performance • building omni‑channel skills across voice, chat, email and video • handling camera reluctance with confidence and choice • using AI analytics to target training and fix processes • redesigning roles so automation handles repetitive work • creating career pathways and centres of excellence • managing remote teams with clear dashboards and rituals • preventing burnout with proactive data‑led support • weighing hybrid against in‑office team dynamics • why human conversations still anchor customer experience To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail From our sister podcast The Reality of Business - the first of three episodes about the future of contact centres starting at the frontline with the operators changing role, How does AI remove repetitive work, why complex conversations now define value and how multi skilling and hybrid work create real career growth.  Why automation now handles routine requests  Why complex and emotional calls need humans How to multi skill across voice, chat, email and social How real-time AI guidance boosts speed and accuracy Why CX beats call volume as the core metric How outsourcing cycles affect skills and escalation  How they also expand talent options How operators build value with empathy and problem solving  Why leaders must train and measure to raise quality  To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail 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 unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and status. With our expert analysis and narrative flair, we navigate the intricacies of this real-world interaction, shedding light on the broader societal issue of socioeconomic assumptions, especially among retirees in developed countries. Join us to examine how service providers can strike a balance between empathy and scepticism, and how easily professional judgment can be clouded by our own biases. This episode isn't just a conversation—it's a mirror reflecting our individual prejudices and urging us to question how they affect our decisions in similar scenarios. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only disrupts their workflow but stunts the team's growth in problem-solving skills. Listen and learn how to spot these patterns and implement strategies for training and coaching that foster autonomy and efficiency.    Say goodbye to the days of unnecessary 'permission-seeking' that bog down your workflow. We uncover the power of setting clear guidelines and criteria that equip your team members to act independently, without the need for constant approval. This episode is your guide to transforming your call centre into a dynamic environment where confidence flourishes and time is optimized. Tune in and take the first step towards creating a self-reliant workforce that's empowered to make decisions and drive success on their own terms. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen?  Well, strap in because we're dissecting that dance of discounts and it's quite the cha-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out what the customer is thinking. This shows how absurd the whole charade is. We want you to wave goodbye to the old-school practice of managerial power mongering, and embracing a culture of swift, accountable decisions right from the frontline. We'll chat about the delicate balance between agent autonomy and the company's treasure chest, minus the secrecy.  Listen to this episode if you fancy a fresh take on sales psychology and let's move past this outdated practice of deferring to managers!  Stay tuned for more sessions and please listen and share with your network! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Do you understand the frustration a customer feels when you say “I need to put you on hold and check with my manager"?  This episode promises to unravel why this all-too-common practice is holding back the potential of call centres everywhere. We confront the lack of agent empowerment head-on, striving to identify the bottlenecks that stall service and erode customer trust. Giving you actionable strategies, we set the course for a revolution in autonomy that can lead to swifter service, thrilled customers, and a healthier bottom line.   We dissect the 'talk to the manager' routine that's crippling the integrity of any sales teams. Unlock the power of employee decision-making as we champion autonomy to not only speed up the sales process but to significantly enhance the overall customer experience. Say farewell to unnecessary managerial check-ins and hello to a workforce imbued with trust and authority.  Tune in, empower yourself, and witness the transformation in service quality that follows! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills – and here are 5 more! This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways that resonate with customers and leave them hanging on your every word. We kick things off with a lesson in enunciation, and if you think speaking clearly is a game-changer, wait until you hear our tips on pacing. Too fast and you're a sprinter leaving customers in the dust; too slow and you're the tortoise after a heavy meal. We're here to help you find that perfect tempo that keeps your listeners engaged without feeling rushed. Ever considered standing while taking your calls? Hear us out—it might sound controversial, but a standing desk could be your ticket to more dynamic conversations. We share our insights into how changing your physical stance can inject a whole new level of energy into your voice. And let's not forget pitch; it's not just about hitting those high notes in the shower, it's about using the rise and fall of your voice to convey excitement or sincerity in a way that truly connects with your customer. With our guidance, you'll learn to avoid the dreaded monotone and instead, use pitch to paint your words with emotion.  Tune in and transform your vocal delivery. These two podcasts give you everything you need to have the best voice!  To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Why are some advisors effective and some less so? Let's unlock that mystery!  In this episode Jeremy Blake and Bob Morrell show you how important and flexible the voice is – and how you should be using it. In the first part of our special double-feature, we're laying down five key tips that will make your voice the secret weapon of your call centre.  Explore the nuances of tone with us as we analyse how a simple change in inflection can turn a customer's frown upside down. Plus, we'll tackle the underrated skill of active listening—because sometimes, the best way to be heard is to listen.  Join our conversation and let's transform your vocal game into the heart and soul of your contact centre's success. Jeremy and Bob are here to guide you through, and we promise, by the end of this episode, you'll be wielding your voice with the finesse of a maestro.  Look out for Part 2 – coming soon! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Top Tips for 2024! What is going to make the biggest difference this year? Ready to take your customer service to a new level?  Call centres all over the world need key areas of focus to have a great year.   We're talking about the art of selling—yes, even you, the customer service pro, are in sales, whether you're booking appointments or solving problems. You're selling an unforgettable experience that keeps customers coming back for more. And when it comes to your voice, it's not just what you say but how you say it. We'll show you how to turn your voice into a powerful instrument that captivates and connects with callers. As our world becomes more digital by the second, your prowess with chat and email is essential. We've got insider tips to polish those skills to perfection. So, whether you're riding the wave of high-volume calls or crafting a response that works, we've got the top tips to help you thrive in the contact centre game. Tune in and transform the way you engage with customers—it's more than a conversation; it's an experience! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail 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 enhancing resilience, from honing skills to fostering creative problem-solving. Next, we explore the power of connection within teams, highlighting open communication, clear roles, and the impact of storytelling. We’ll also address coping mechanisms and the significance of taking ownership of decisions, showcasing how resilience transforms contact centre dynamics.  By the end, you’ll grasp the importance of resilience and gain a roadmap for creating a supportive, growth-oriented workplace. Tune in to empower your team not just to survive but thrive!  To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Interview Skills and Tips: Ready to be the stand-out candidate at your next call centre job interview?  Join us, Bob and Jeremy of Reality Training, where we promise to equip you with the exact insights and strategies you need to impress any interviewer, regardless of their role or seniority.  We share key tips on demonstrating your understanding of sales and service, maintaining a positive attitude in challenging times, and how to show that you've done your homework about the company. We look at why you need to explain you understand selling and discuss how to convey your eagerness and curiosity to master the art of selling. We explore the importance of having a positive mindset, especially during tough times, and provide ways to illustrate your determination.  As a bonus, we act out an engaging scenario of interviewing at a company that sells car batteries to show how it's done.  Listen now and nail your next contact centre interview with confidence! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Picture this: You're at your Contact Centre Christmas party, the music is playing, the drinks are flowing, and you're just about to photocopy your body parts as a fun party trick. Stop right there!  We're here to guide you through the do's and don'ts of the Christmas party, especially in a Contact Centre environment. After years of enjoying (and surviving) these festive gatherings, we've gathered some invaluable insights that we're ready to share. From warning against pre-drinks to advising against mixing drinks, and what they may lead too, we've got you covered.  And the conversation gets deeper as we tackle serious issues such as dealing with alcoholism at these events, handling inappropriate behaviours, and the exploitation of power dynamics. All while keeping the festive spirit alive! We even delve into the humorous side of things, discussing why some things are a no-go and why a pay rise request might not be the best party conversation. We wrap things up by exploring the fun element of party themes. So, get ready for some candid chats and hearty laughs as you navigate the Christmas party in your call centre. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Send us Fan Mail Are your customer service people salespeople? Brand Ambassadors? Efficient Administrators?  This episode takes a deep dive into the fascinating world of customer service at 'Bob's Insurance', a company whose customer-centric approach has revolutionised the way their agents handle sales. We dissect a fictional customer service call, demonstrating how to balance customer satisfaction while also promoting the company's additional add-on offers.   That's not all! We also explore how a shift in recruiting strategies and team structures can steer your contact centre towards a more sales-focused approach, and how this can significantly benefit a company's bottom line. Putting the spotlight on the often overlooked aspect of incentivising customer service personnel, we discuss how such a strategy, with training, can motivate them to make additional sales, leading to increased revenue.  So, let's change the way we view customer service calls, and start seeing them as golden opportunities for upselling and reselling the brand's value to the customer. This episode promises to be an eye-opener, blurring the lines between customer service and sales! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.