Contact Centre Focus

About Contact Centre Focus

Welcome to The Reality of Contact Centres, the essential podcast for advisors, agents, team leaders, managers, and directors in the contact centre industry. Hosted by Bob Morrell & Jeremy Blake, experienced sales trainers and executive coaches, this podcast draws on decades of training thousands of contact centre professionals worldwide. If you're looking for expert advice, fresh strategies, and real-world insights to help your contact centre excel, evolve, and exceed expectations, you’re in the right place. What You’ll Learn: 📞 How to boost customer engagement & satisfaction 📊 Proven strategies to improve contact centre performance 💬 Leadership & coaching techniques to develop high-performing teams 🔄 The latest innovations shaping the future of customer interactions 🎯 How to drive results in traditional, digital & hybrid contact centres We challenge industry norms, explore the realities of leadership, and share actionable takeaways to help you adapt, improve, and lead your team to success. Whether you run a call centre, web chat team, or virtual operation, we’ll help you stay ahead in today’s fast-moving customer service landscape. 🎵 Original music by Charlie Morrell. 🔗 Learn more about Reality Training & how we help contact centres thrive: www.realitytraining.com (www.realitytraining.com) 📣 Enjoying the show? Leave a rating & review - we’d love to hear from you! 🚀 Listen now & transform your contact centre!

Publisher

Jeremy Blake and Bob Morrell

Category

business

Language

en

Explicit

No

First episode

5 Oct 2021

Latest episode

20 May 2026

Latest episodes

48 episodes in the feed.

1. 

   20 May 2026

   AI & Customer Experience: Why Human Skills Matter More Now

   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 serviceT...

2. 

   20 Apr 2026

   Contact Centres: The Brand and Customer Lifetime Value

   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 sale...

3. 

   6 Apr 2026

   Contact Centres: The Future Team Leader - CX & Performance Coach

   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 an...

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Guest appearances

Does not typically book guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.