Our insights

The Blog

We understand that sometimes, you might prefer reading content at your own pace. That’s why we’ve taken our most popular podcast episodes from Bob & Jeremy’s Conflab, The Reality is Sales Training, and Contact Centre Focus and transformed them into blogs so that you can access the same valuable content in a written format, with the flexibility of reading them at your convenience.

Podcast cover with snowflakes, fairy lights and beer glasses

Navigating Noel! Your Ultimate Guide to your Contact Centre Celebration

by Jeremy Blake

The Christmas season is upon us, and with it comes the notorious challenge of the office Christmas party, especially in the lively world of a Contact Centre.

Bob and Jeremy with headphones around their necks

Service is Sales: Redefining Customer Service & Boosting Revenue with a Sales-Driven Approach

by Bob Morrell

Customer service has come a long way from its traditional role of merely handling complaints and answering customer queries.

Close up of hands typing on a keyboard

Bad Management: The UK Corporate Crisis – Your Leadership Challenges and Solutions

by Bob Morrell

The business world in the UK is in a slow decline.

Customer service headphones hanging on a computer screen

Contact Centre Focus: Prices, Offers & Negotiation

by Bob Morrell

Over the last 20 years, Reality Training has trained thousands of people in contact centres worldwide. These agents and advisors have 3 main methods of presenting prices to their customers:

The Reality team dressed up in 1940s clothes

Teambuilding: Bletchley Park – Home of the Codebreakers

by Bob Morrell

Our recent Reality Training teambuilding day took us to a place which changed the course of the Second World War. 

A montage of Bob on the Camino photos

The Camino De Santiago – Bob’s Camino: Part 2

by Bob Morrell

Why would you do this walk?

Pictures of Bob on the Camino

The Camino De Santiago – Bob’s Camino: Part 1

by Bob Morrell

What is the Camino de Santiago?

Bob's shadow on the Camino

Mindfulness and Self-Discovery Walking the Camino

by Bob Morrell

When I told people I was planning to do this walk they would often ask have you booked accommodation? No. Do you know where you will be each night? No.

Bob wearing a red waterproof jacket on the Camino

Finding Connections on the Camino: A Story of Camaraderie

by Bob Morrell

This is hard to write. Every person walking the Camino has their reasons for doing it. I have my own, of course.

Bob lifting up his sunglasses to look into the camera

The Power of Resilience: Lessons from the Camino

by Bob Morrell

I never thought I was that resilient.

Smiling customer service agent

Elevating Self-Worth in the Workplace: A Guide to Professional Fulfilment

by Bob Morrell

Life has a habit of throwing us curveballs when we least expect it.

Bob in front of a cathedral on the Camino

Reflections on Foot

by Bob Morrell

Burgos, August 2023

Life Goals, Ambitions, Bucket List, etc.