The 14 Best Call Center Podcasts Of 2024
Call center podcasts are a key resource for anyone in the industry—offering insights, trends, and the latest tools and strategies. Below is a list of my favorite call-center focused podcasts, with some notes on what you'll learn and why you should listen.
14 Best Call Center Podcasts Shortlist
Dive into these top 14 call center podcasts for expert insights:
- Call Center Helper by Jonty Pearce
- Advice from a Call Center Geek! by Tom Laird
- Contact Center Show by Amas Tenumah & Bob Furniss
- The CX Leader Podcast by Steve Walker
- First Contact: Stories of the Call Center by Christian Montes
- The Fast Leader Show by Jim Rembach
- Customer Service Gold Dust by Gavin Scott
- The Voice of the Customer by BPA Quality
- CallTalk™ Radio by Bruce Belfiore
- Humans of CX by Ozonetel
- Talk Time with MaxContact
- Connected Knowledge from Upland Software
- Next in Queue by Rob Dwyer
- Your Call is Very Important to Us by Tom Brannen and Vic Cooper
Best Call Center Podcasts Overview
1. Call Center Helper by Jonty Pearce
Summary:
Call Center Helper, hosted by Jonty Pearce, offers a comprehensive look into the world of call centers, focusing on providing practical tips, expert advice, and industry insights to help professionals enhance their skills and knowledge in customer service and call center operations.
What You'll Learn:
Listeners will gain insights on a range of topics, including effective call center management, customer service strategies, workforce optimization, and the latest technological advancements in the industry.
Why You Should Listen:
Call Center Helper stands out for its in-depth discussions and actionable advice, making it an invaluable resource for both seasoned professionals and those new to the call center industry.
Best Episode:
“How to Improve Your Call Centre Reporting” - Listeners are guided through effective strategies and best practices for enhancing reporting processes in call centers.
Links To Listen:
About The Host:
Jonty Pearce is an experienced professional in the BPO industry, known for his deep understanding of customer service dynamics and operational efficiency. He brings a wealth of knowledge to the podcast, drawing from his extensive background in the field.
2. Advice from a Call Center Geek! by Tom Laird
Summary:
Advice from a Call Center Geek!, hosted by Tom Laird, delves into the intricacies of call center operations, offering a blend of practical advice, industry insights, and innovative strategies. The podcast aims to transform the way businesses approach customer service and call center management.
What You'll Learn:
Listeners will explore various aspects of call center management, including employee engagement, customer experience strategies, employee experience, technology integration, and operational efficiency. Each episode provides actionable tips to enhance call center performance.
Why You Should Listen:
Tom Laird brings a unique and engaging perspective to call center operations, making Advice from a Call Center Geek! a must-listen for professionals seeking to innovate and excel in customer service. The podcast combines expert knowledge with real-world applications, catering to both new and seasoned call center professionals.
Best Episode:
“The AI Transformation: A New Era for Business Process Outsourcing” - This podcast episode discusses how artificial intelligence technologies like ChatGPT are revolutionizing operational models, enhancing efficiency, and driving innovation in customer service and back-office processes.
Links To Listen:
About The Host:
Tom Laird is a seasoned expert in call center operations, with extensive experience in enhancing customer service and operational efficiency. His expertise and enthusiasm for the industry are evident in each episode, where he shares valuable insights and practical advice.
3. Contact Center Show by Amas Tenumah & Bob Furniss
Summary:
Contact Center Show, hosted by Amas Tenumah and Bob Furniss, delves into the dynamic world of contact centers, discussing the latest trends, challenges, and innovations in the industry.
What You'll Learn:
Listeners will gain insights into effective contact center management, customer support, customer experience strategies, digital transformation, and the integration of emerging technologies. The hosts also explore best practices for enhancing agent engagement and customer satisfaction.
Why You Should Listen:
Amas Tenumah and Bob Furniss bring a wealth of experience and a fresh perspective to each discussion, making Contact Center Show an invaluable resource for professionals looking to stay ahead in the ever-evolving field of customer service and contact center space.
Best Episode:
“The Outbound Call Center” - This episode is a valuable resource for anyone looking to improve or understand the complexities and nuances of outbound call center management.
Links To Listen:
About The Hosts:
Amas Tenumah is a recognized expert in customer service and contact center operations, known for his innovative approaches to enhancing customer experiences. Bob Furniss has a longstanding career in the industry, offering deep insights into customer engagement and digital solutions. Both bring a unique blend of expertise to the show.
- LinkedIn Amas Tenumah
- Twitter Amas Tenumah
- Personal Website - Amas Tenumah
- LinkedIn Bob Furniss
- Twitter Bob Furniss
- Personal Website - Bob Furniss
4. The CX Leader Podcast by Steve Walker
Summary:
The CX Leader Podcast, hosted by Steve Walker, focuses on the critical aspects of customer experience (CX) in today's business landscape. This podcast offers insights and advice from some of the most respected leaders and experts in the CX field.
What You'll Learn:
Listeners can expect to learn about innovative strategies for improving customer experience, understanding customer needs and expectations, leveraging data and technology in CX, and fostering a customer-centric culture within organizations.
Why You Should Listen:
For professionals seeking to elevate their CX game, The CX Leader Podcast is an essential resource. Steve Walker's expertise and the breadth of topics covered provide listeners with practical advice and cutting-edge ideas to enhance their customer experience strategies.
Best Episode:
“Created with Customers in Mind” - The episode features expert opinions and case studies demonstrating the successful implementation of customer-focused approaches, highlighting the positive impact on customer satisfaction, loyalty, and business growth.
Links To Listen:
About The Host:
Steve Walker is an esteemed figure in the customer experience sector, bringing years of experience and a deep understanding of how to craft exceptional customer journeys. His approach to CX combines strategic thinking with practical, actionable solutions.
Listener Review:
“Steve and his guests provide some incredibly actionable and compelling content on how to effectively grow your business by championing your customer. Highly recommend listening and subscribing to the CX Leader Podcast if you want the knowledge AND mindsets to build a brand customers flock to (and reach your overall business goals as a result)! - J. Barshop
5. First Contact: Stories of the Call Center by Christian Montes
Summary:
First Contact: Stories of the Call Center, hosted by Christian Montes, presents a unique blend of storytelling and expert insights into the call center industry.
What You'll Learn:
Listeners will gain a deeper understanding of the call center world, including challenges, triumphs, and evolving trends. The podcast features real stories from industry veterans, offering practical advice and lessons learned from their experiences in customer service and call center management.
Why You Should Listen:
For those in or curious about the call center industry, First Contact: Stories of the Call Center offers an engaging and informative perspective. Christian Montes brings stories to life, providing both inspiration and valuable lessons that apply to anyone in customer service.
Best Episode:
“Master Call Center Customer Service in the Digital Age: Jim Iyoob” - This episode is a valuable listen for anyone looking to adapt and excel in call center customer service in an increasingly digital world.
Links To Listen:
About The Host:
Christian Montes is an industry expert with a passion for the human side of call center operations. His experience and engaging storytelling make each episode a must-listen for those looking to gain insights into the heart and soul of call center work.
Listener Review:
“Love how this podcast blends actionable insight with personal storytelling. Really good!” - carlstuerke
6. The Fast Leader Show by Jim Rembach
Summary:
The Fast Leader Show, hosted by Jim Rembach, is a dynamic podcast dedicated to helping professionals lead better, grow faster, and prepare for the future of work in customer service and leadership.
What You'll Learn:
Listeners will discover a range of topics including leadership development, team management, emotional intelligence, and customer experience strategies. Each episode provides insights and actionable tips from experienced leaders and industry experts.
Why You Should Listen:
The Fast Leader Show is essential for those aiming to advance their leadership skills and stay ahead in the rapidly changing world of customer service and management. Jim Rembach's engaging interviews and diverse guest lineup offer a wealth of knowledge and practical advice.
Best Episode:
“Leading Through Contradictions” - Listeners will gain a deeper understanding of the intricacies of modern leadership and learn valuable strategies for extracting lessons from every experience, much like wringing out a wet towel.
Links To Listen:
About The Host:
Jim Rembach is an experienced leader and a customer service expert, known for his insightful approach to leadership and customer experience. His background in developing high-performing teams and improving operational efficiencies makes him a valuable resource for aspiring and current leaders.
Listener Review:
“This is a great business podcast featuring some high-value delivering guests. Listen and subscribe to this show.” - Dom Brightmon
7. Customer Service Gold Dust by Gavin Scott
Summary:
Customer Service Gold Dust, hosted by Gavin Scott, focuses on elevating customer service experiences and sharing valuable insights for professionals in the field.
What You'll Learn:
Listeners will explore a range of topics from enhancing customer engagement to improving service strategies. The podcast features interviews with customer service experts, providing actionable tips and techniques to create exceptional customer experiences.
Why You Should Listen:
Gavin Scott's expertise and the diverse perspectives offered make Customer Service Gold Dust a must-listen for those in the customer service sector. It's a treasure trove of knowledge for anyone looking to excel in creating memorable customer interactions.
Best Episode:
“Customer Success Strategies with Ryan Noakes” - This is a valuable listen for anyone looking to deepen their understanding of customer success and its impact on long-term business success.
Links To Listen:
About The Host:
Gavin Scott is a seasoned customer service professional, dedicated to sharing his extensive knowledge and passion for customer engagement. His experience in the industry provides listeners with practical advice and innovative ideas for enhancing customer service.
Listener Review:
“Hi Gab, I’m really enjoying these podcasts since I stumbled on them. Great insightful advice, in an entertaining way. Thanks!” - The Creative Choir Leader
8. The Voice of the Customer by BPA Quality
Summary:
The Voice of the Customer by BPA Quality is a podcast that delves into the intricacies of customer experience from a unique, quality-centric perspective.
What You'll Learn:
Listeners will gain insights into the methods and strategies used by businesses to capture and analyze customer feedback, improve service quality, and enhance overall customer satisfaction. The podcast covers various aspects of customer experience management, including best practices, industry trends, and innovative approaches to understanding and meeting customer needs.
Why You Should Listen:
This podcast is particularly valuable for those interested in the intersection of customer experience and quality assurance. It offers a comprehensive look at how businesses can effectively listen to and learn from their customers to drive continuous improvement and success.
Best Episode:
“Voice of the Customer with Tyson Goeltz Reasonable Expectations & Trust” - The discussion dives into strategies for balancing customer demands with realistic service capabilities, and the importance of trust in creating loyal, long-term customer relationships.
Links To Listen:
About The Host:
The podcast features various hosts from BPA Quality, each bringing their unique expertise in quality assurance and customer experience. Their combined knowledge offers listeners a rich and varied perspective on how to effectively manage and enhance the voice of the customer in business strategies.
9. CallTalk™ Radio by Bruce Belfiore
Summary:
CallTalk™ Radio, hosted by Bruce Belfiore, is a prominent podcast in the call center industry, offering a wealth of knowledge on various aspects of call center management and operations.
What You'll Learn:
This podcast covers a range of topics including customer service best practices, workforce management, technological advancements, and strategies for improving call center efficiency and effectiveness. Each episode brings new insights, helping listeners stay abreast of the latest trends and techniques in the field.
Why You Should Listen:
Bruce Belfiore's expertise and the practical, in-depth discussions on CallTalk™ Radio make it an essential resource for call center professionals. Whether you're new to the industry or a seasoned manager, this podcast offers valuable perspectives and advice to enhance your call center operations.
Best Episode:
“Generative AI Best Practices for your Contact Center Transformation” - This is a must-listen for contact center professionals seeking to embrace the transformative potential of AI in their operations.
Links To Listen:
About The Host:
Bruce Belfiore is a renowned figure in the call center industry, known for his deep understanding and insightful analysis of call center dynamics. His experience and leadership in the field provide listeners with practical and actionable advice.
Listener Review:
“Thus show is great for call center leaders!” - CrystaRobertson
10. Humans of CX by Ozonetel
Summary:
Humans of CX by Ozonetel Communications offers a unique perspective into the customer experience industry, showcasing real stories and insights from professionals who shape it.
What You'll Learn:
Listeners will explore a variety of topics related to customer experience, from innovative strategies and best practices to the latest technological advancements and trends. The podcast provides an in-depth look at how companies can create meaningful and memorable customer interactions.
Why You Should Listen:
For those passionate about customer service and experience, Humans of CX is a valuable resource. It offers a diverse range of insights and perspectives, making it ideal for professionals seeking to deepen their understanding of CX and its impact on business success.
Best Episode:
“Balancing Technology and Empathy with Arvind Singh” - This episode is particularly relevant for professionals seeking to navigate the intersection of tech and empathy in today's digital age.
Links To Listen:
About The Host:
The host, associated with Ozonetel Communications, brings a wealth of knowledge and expertise in customer experience. Their interviews and discussions with various experts in the field provide listeners with a comprehensive view of the current state and future directions of CX.
11. Talk Time with MaxContact
Summary:
Talk Time with MaxContact, hosted by various industry experts from MaxContact, offers an insightful look into the world of contact centers, customer service, and communication technologies.
What You'll Learn:
This podcast covers a wide range of topics including the latest trends in contact center technology, best practices for customer engagement, strategies for improving call center operations, and insights into enhancing agent performance. Each episode brings new ideas and practical advice for professionals in the field.
Why You Should Listen:
For those in the contact center industry or related fields, Talk Time with MaxContact is a valuable resource. The diverse expertise of the hosts provides listeners with a well-rounded understanding of how to navigate the complexities of modern customer service environments.
Best Episode:
“GROW Your Contact Centre with Sarah Hunt & Julie Mordue” - The discussion focuses on key areas such as enhancing agent performance, implementing innovative customer service techniques, and leveraging technology for operational efficiency.
Links To Listen:
About The Hosts:
The hosts from MaxContact bring a collective wealth of knowledge and experience in contact center technology and customer service. Their diverse backgrounds offer a unique blend of perspectives, making each episode both informative and engaging.
12. Connected Knowledge from Upland Software
Summary:
Connected Knowledge from Upland Software, hosted by a team of Upland Software experts, delves into the intersection of technology, business processes, and knowledge management.
What You'll Learn:
This podcast covers a range of topics including best practices in knowledge management, how to leverage technology to streamline business processes, and ways to enhance organizational efficiency. Each episode features insights and experiences from industry leaders and Upland Software's team, offering practical tips and innovative approaches.
Why You Should Listen:
For professionals looking to optimize their organization's knowledge management and business processes, Connected Knowledge from Upland Software is a go-to resource. The podcast offers valuable insights into utilizing technology for business growth and operational efficiency.
Best Episode:
“Highlights and Trends for Contact Center Success from Customer Contact West 2023” - It covers a range of topics from technological advancements to customer experience enhancements and operational efficiencies, offering listeners insights into what's shaping the future of contact centers and how they can apply these learnings to drive success in their own operations.
Links To Listen:
About The Hosts:
The hosts from Upland Software are experienced professionals in the fields of technology and knowledge management. Their expertise provides listeners with a deep understanding of how to effectively integrate technology into business processes for enhanced productivity and success.
13. Next in Queue by Rob Dwyer
Summary:
Next in Queue, hosted by Rob Dwyer, delves into the dynamic world of customer service and call center operations, offering a fresh perspective on industry trends and best practices.
What You'll Learn:
Listeners will gain insights into various aspects of customer service and call center management, including leadership strategies, technology integration, employee engagement, and enhancing customer experience. The podcast features interviews with industry experts, sharing their experiences and advice.
Why You Should Listen:
For professionals in the customer service sector, Next in Queue offers valuable knowledge and inspiration. Rob Dwyer's engaging conversations with guests provide practical tips and innovative ideas, making it a must-listen for anyone looking to excel in call center management and customer service.
Best Episode:
“Jenny I’ve Got Your Number featuring Philip Bennett” - Listeners will gain a deeper understanding of the ethical and practical aspects of customer data management, crucial for any professional navigating the evolving landscape of customer service and privacy.
Links To Listen:
About The Host:
Rob Dwyer brings a wealth of experience in call center and customer service operations to the podcast. His expertise and passion for the industry shine through in his interviews, offering listeners both depth and practicality in each episode.
14. Your Call is Very Important to Us by Tom Brannen and Vic Cooper
Summary:
Your Call is Very Important to Us, hosted by Tom Brannen and Vic Cooper, dives into the often misunderstood world of customer service and call centers with a mix of humor and expertise.
What You'll Learn:
Listeners will explore the complexities of customer service, from the perspective of both the customer and the service provider. The podcast covers topics like effective communication, the impact of technology on service, and the human element in customer interactions. Tom and Vic also share stories and insights that shed light on the realities of working in a call center.
Why You Should Listen:
Tom Brannen and Vic Cooper offer a unique and entertaining take on customer service issues. Their podcast is perfect for anyone interested in understanding the nuances of call centers, or for professionals seeking to improve their customer service skills and knowledge.
Best Episode:
“Why is leadership so critical to CX? - Interview with Brad Cleveland” - The episode covers key aspects such as the importance of visionary leadership in CX, aligning organizational culture with customer-centric values, and the impact of leadership decisions on customer satisfaction and loyalty.
Links To Listen:
About The Hosts:
Tom Brannen and Vic Cooper bring a wealth of experience in customer service and call center operations. Their backgrounds enable them to provide listeners with insightful, relatable, and often humorous takes on the industry.