Simon Blair – Australia’s #1 expert in Contact Centre training, coaching & quality.
For more than 25 years, Simon Blair has been a leader in developing and executing continuous improvement programs for those at the front line of Australian sales and customer service.
As the Co-Founder and Director of Five Degrees, since 2009 Simon has been evaluating and scoring contact centre conversations through his Mystery Shopping and Call Quality Monitoring programs providing him with real data and experience in what constitutes a great customer experience.
Using this knowledge, Simon has been able to continually tweak, adjust and optimise his training programs to ensure contact centre agents are empowered with the right skills to have consistent, quality conversations.
His quality and coaching prowess with both Contact Centre agents and Team Leader groups, backed by objective evaluations, has led to the transformation of culture and performance across a diverse set companies and call centre operations.
Simon is well regarded for his high-quality training armed with lots of great examples, sample calls, role-playing exercises and creating a learning environment where its OK to have fun and learn!
When Simon isn’t working…
Simon Blair lives in the Eastern suburbs of Melbourne along with his partner Jane who is an experienced radio producer and voice-over artist. He is kept busy as a father of 4 kids, including 3 teenagers and a 5-year-old, and as a coach of his twin girls footy team.
He also indulges his love of music when he can as a guitarist and singer-songwriter and also that of his beloved footy team, the North Melbourne Kangaroos.
You’ll also often find Simon talking on a Podcast or two and he often shares his experience via articles on CX Central or on LinkedIn.
Simon’s five core competencies for Contact Centre sales are intuitively correct and have been proven to deliver results. Developed after more than 20 years of working for and with a diverse set of Contact Centres, they are a fantastic way of transforming your internal culture and your external Customer Experience.
Ben Mottram
CXPERT - PrincipalIf you want to improve your sales teams’ performance and build an engaging, supportive coaching environment, Simon will get you there. Simon’s insights will motivate and guide your leaders and sales teams with structured, practical processes that can be adapted to any sales or service organisation. It’s a brilliant and motivating model where mediocrity is challenged and opportunities created. It works!
Roseanne Schmalfuss
RACT General ManagerI thought I would let you know that it is the most outstanding Customer Service course I have ever done! From the video’s to the role-plays and the general interaction with the guys. They were both professional and fun. Thanks!
OMG … Can I just say that I used the Five Degrees strategy today as an approach for a potentially difficult conversation that really provided the framework that made it easy. Thanks Simon, I really don’t think it would have gone so smoothly without the Five Degrees experience!