The Reality of Contact Centres

Hosted by Jeremy Blake and Bob Morrell

Business

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Latest episode

May 2026

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EN-GB

About the show

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 📣 Enjoying the show? Leave a rating & review - we’d love to hear from you! 🚀 Listen now & transform your contact centre!

Listen to episodes

48 recent

May 20, 2026Episode 432 min

AI & Customer Experience: Why Human Skills Matter More Now

Send us Fan MailFrom 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.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

April 20, 2026Episode 321 min

Contact Centres: The Brand and Customer Lifetime Value

Send us Fan MailFrom 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 projectsThank 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 themTo find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

April 6, 2026Episode 216 min

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

Send us Fan MailWe 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 experienceTo find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

March 23, 2026Episode 121 min

Contact Centres: The Future - How AI is Reshaping and Elevating Human Skills

Send us Fan MailFrom 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 humansHow to multi skill across voice, chat, email and socialHow real-time AI guidance boosts speed and accuracyWhy CX beats call volume as the core metricHow outsourcing cycles affect skills and escalation How they also expand talent optionsHow 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.

April 19, 2024Episode 128 min

Ageism Bias in Contact Centres

Send us Fan MailHave 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.

April 5, 2024Episode 116 min

Empowering Your Teams – Free Up Time & Focus on Valuable Work

Send us Fan MailAre 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.

March 20, 2024Episode 109 min

Stop Using Manager Controlled Offers!

Send us Fan MailHow 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.

March 6, 2024Episode 98 min

Checking With Your Manager – It’s Time to Stop!

Send us Fan MailDo 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.

February 6, 2024Episode 88 min

Voice Tips for Contact Centres Part 2: Five More Key Tips!

Send us Fan MailIf 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.

January 25, 2024Episode 78 min

Voice Tips for Contact Centres Part 1: Five Key Tips to Improve

Send us Fan MailWhy 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.