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.