Contact Centres Uncensored with Shelley Flett and Simon Blair

Episode #12:?What are the critical components of a good conversation?

In this episode of Contact Centres Uncensored Shelley Flett and Simon Blair explore what are the critical components to having effective conversations. At the top of the list is not talking over each other!

Episode #11:?How do you make an effective quality monitoring program?

In this episode of Contact Centres Uncensored Shelley Flett and Simon Blair discuss the components of a great call monitoring program. It’s not just about finding the worst call and giving feedback to your staff, it’s about taking a holistic approach and giving praise for what’s working well along with looking at opportunities to improve.

Episode #10:?What should you be looking for when recruiting contact centre staff?

Shelley Flett and Simon Blair talk about what to look for when recruiting contact centre staff. It’s not always about skill level but attitude and the willingness to learn.

Episode #9:?More Uncensored – Person First. Customer Second.

In this episode of Contact Centres Uncensored hear Simon Blair and Shelley Flett discuss the concept behind superior, personalised customer experience that Simon has branded ‘Person First. Customer Second.’

Episode #8:?Does a great consultant make a great leader?

Shelley Flett and Simon Blair debate whether a great consultant automatically makes a great leader and the mistake that’s often made when promoting top performer.

Episode #7:?How important is it to maintain energy levels?

Shelley Flett and Simon Blair talk about the importance of managing energy levels throughout the day. Learning to breathe along with getting enough sleep are among some of their top tips.

Episode #6: More Uncensored – You can be friends with your staff

This role play demonstrates the benefits of being friends with your staff and the quality of conversation that can take place. It follows from our earlier conversation on whether or not you can be friends with your staff.

Episode #5:?Can you be friends with your staff?

Simon Blair and Shelley Flett discuss the benefits of being friends with your staff. Relationships are fundamental to building trust so if you’re against becoming friends with your staff you’re missing the perfect opportunity to build a great team.

Episode #4:?More Uncensored – Does this happen when you’re unavailable?

This role play demonstrates what can happen when your team don’t have the training or support required to service their customer effectively. It follows from our earlier conversation on where are you spending your time.

Are you spending your time coaching your team and building your culture or behind a desk running reports and attending meetings?

Episode #3:?Where are you spending your time?

Are you spending your time coaching your team and building your culture or behind a desk running reports and attending meetings?

This cut-through conversation talks about the impacts of spending too much time on tasks that don’t empower your people and build your team.

Episode #2: More Uncensored – S&S Banter

Shelley & Simon go even ‘more uncensored’ now that their 1st episode has been released! A new episode of the show will be out each Monday fortnight, with ‘more uncensored’ releases, like this one, released in the week in-between. Thanks to everyone who has shown their support of the show so far. It means a lot. – Simon Blair & Shelley Flett

Episode #1: Why are IVR’s pissing off your customers?

An IVR (Interactive Voice Response) is a fantastic way of routing your callers through to the right person and when well designed they really do improve the customer experience. This blog explores the frustrations felt by consumers and staff when an IVR isn’t set up well.

Shelley Flett is an expert in leadership and team performance. With over a decade of experience in Operations and Call Centre?s across the banking industry she is focused on maximising efficiency and building high performance team cultures. https://shelleyflett.com

Simon Blair has been a leader in developing and implementing continuous improvement programs for those at the front line of Australian sales and customer service for over 23 years. His pragmatic approach with customer contact personnel and management groups has led to the transformation of culture and performance across a myriad of industries and operations. http://www.fivedegrees.com.au

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