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Do you huddle every morning? What is the purpose? Are they motivational? Do you prepare for them? Do you pledge? 

In this short podcast Bob and Jeremy give you a series of Do’s and Don'ts about running worthwhile and effective huddles with your teams. If you’re a team leader or an agent, you will learn how to have better huddles which will make you more successful. 

Please listen, and share!

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How can you improve your outbound calls? Most outbound calls are unexpected, so are they cold calls, or something else? What are the best openings to use? 

In this podcast, we give you key tips for opening B2C or B2B calls and explain how to maximise the outbound channel.

Please listen, review and share!

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Many CCF listeners will work in Retention or ‘Save’ departments where the task is to keep customers and stop them from cancelling. 

Another word for retention is ‘reselling’ - essentially you are reminding the customer of the value they bought originally and reselling it again. The calls have a different dynamic to new business calls, or complaints, because there is an implicit agreement at the beginning - one knows that the majority want to remain customers and yet the game of renegotiation must be played. 

This podcasts positions retention as an essential business function and highlights certain mistakes that are endemic in these departments. 

Please listen and share! 

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Re-contracting. The vital underused approach for leaders to learn to change team or individual performance.

When a new set of behaviours or approaches is required,  re-contracting is an effective way to make change happen. This can also be used to deal with individuals who are stuck or being difficult and disruptive. In the same way a contract  expires and it needs renewing, so can teams require this form of re-negotiation.

In this episode we take time to explain the concept and look at situations where this method can work. Hear about how two people we worked with, one who rocketed her web chat team’s performance and another who turned a difficult working relationship into a far more productive one through successful re-contracting.

When it comes to change, people often confuse different with difficult and this is why taking the time to draw up a new way of working is essential.

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Most contact centres will monitor AHT (Average Handling Time) per call. This gives managers a snapshot idea of general productivity. It also helps form objectives because there is:

a) a limit of how long a customer will want to talk for
and
b) a limit to the number of products or services that can be sold. 

The problem is that AHT monitoring can skew results and call behaviours, so this episode questions whether this metric really works and offers several ideas that would improve or change the value of measuring AHT. 

Enjoy!

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What is the gap in your customer experience? What can you do to improve it? 

This short podcast gives you 3 clear ways to close that gap and improve results as well. How consistent is your contact centre? Is there enough autonomy? Do you monitor numbers? Or behaviours? Does targeting broaden the gap? 

Please listen and share.

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Top Tips for Contact Centres for 2023

In this episode, Bob Morrell and Operations Manager of Reality Training, Ann Harris, present their top tips for 2023. If you work in contact centres, you are an advisor, a team leader or a manager, this episode is a short, sharp set of strategies to monitor and work on. 2023 will be a challenge – this podcast will help you.  

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Part 2 of Leadership Styles, if you’re a manager, or you’re managed identifying these styles will help everyone. 
In this episode we look at pace-setters, transactional leaders, and coaching leaders, which one are you, or are you managed by? A valuable 10 minutes for anyone in a contact centre. 

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What are the different types of leaders? In this new, short podcast, we look at 3 main types. We assess democratic leaders and consider if it really works, we look at autocrats who direct things their way, and we talk about charismatic leadership. What type of leader do you currently have? Or what sort of leader are you? Listen and learn about leaders!

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How do you become a coach after this podcast episode?

The answer is you begin to become one and then you’ll be inspired to practise, reflect, practise.

Whether you are new to coaching in a contact centre, or experienced, you’ll come away with a simple 3 step formula to coach skills and behaviours.

You’ll get two brief demonstrations, one in coaching skills and the other in behaviour. You learn the difference and see why you need to know what you are coaching and why.

Learn from two trained and experienced coaches who try to make coaching simple and not something that needs to take a long time or be complex.

If you need a quick and simple boost of your skills, or a reboot, this episode is made for you.

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