The Calling (formerly The Agile Contact…

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https://wavelengthcreative.com/?utm_source=show-notes&utm_medium=referral&utm_content=rss-feed-footer
63 partages
https://www.theagilecontactcentre.com.au
35 partages
https://www.theagilecontactcentre.com.au/blog
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https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au
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https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au
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https://www.linkedin.com/company/17897354
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https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y
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Balancing technology with empathy in the contact centre

Saison 2 · Épisode 17

lundi 26 août 2024 • Durée 49:36

Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world.

In this episode, Ryan discusses how to turn a contact centre into a value centre, the role of AI and balancing technology with human empathy, and the importance of cultivating a good employee experience. He also shares the challenges of operating a contact centre through the pandemic and the lessons he learned from those experiences.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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Balancing AI and human connection in the contact centre

Saison 2 · Épisode 16

lundi 12 août 2024 • Durée 45:00

Cameron Geason is the General Manager of Retail Operations at Origin Energy. Origin Energy is one of Australia's largest energy providers and delivers electricity, gas, and LPG for more than 4 million customers nationwide.

In this episode, Cameron reflects on his career and how contact centres have evolved throughout his career. He talks about how Origin has incorporated AI into their operation and how their unique contact centre configuration is better for employees and customers.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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Great CX is more than skin deep

Saison 2 · Épisode 7

mercredi 10 avril 2024 • Durée 43:20

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience.

In this episode, Emma will discuss the importance of designing a good employee experience and how that influences the customer experience. She also sheds light on how MECCA is approaching CX differently and how she managed a team that grew from just ten employees to over a hundred in under two years during the COVID-19 pandemic.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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The shift to self-scheduled work

Saison 2 · Épisode 6

lundi 25 mars 2024 • Durée 42:37

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace.

In this episode, Tim demystifies the concepts of autonomy and flexibility in the work environment, outlining their advantages for both employees and employers. He’ll also recount a compelling case study where enhanced flexibility led to a remarkable turnaround for a contact centre agent, showcasing the real-world impact of Verint's TimeFlex Bot.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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How Zoom CX is reshaping the service experience

Saison 2 · Épisode 5

lundi 11 mars 2024 • Durée 31:13

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe.

In this episode, Dina and Phil explain how the latest technology from Zoom CX is changing the customer experience for businesses. They also highlight the trends they’re seeing across the industry and share their predictions for AI and tech in CX.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes

Saison 2 · Épisode 4

lundi 26 février 2024 • Durée 29:08

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre.

In this episode, Peter tells the story of how he went from working in contact centres to founding Operative Intelligence, and how they use AI to analyse customer speech and identify actionable changes for businesses. He also explains the concept of failure demand, how it impacts businesses, and how improving services to limit failure demand benefits everyone.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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The omnipresence of omnichannel

Saison 2 · Épisode 3

lundi 12 février 2024 • Durée 36:48

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Politix, and Witchery.

In this episode, Daniele shares his experience with contact centres, what makes retail contact centres different, why businesses need omnichannel and how to streamline it. With Covid-19 changing everything for retail brands and contact centres, Daniele also shares the suggestion he coincidentally made before everyone knew they needed it: working from home.

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Daniele Iezzi on LinkedIn

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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Charity begins at home: World Vision Australia’s approach to customer support

Saison 2 · Épisode 2

lundi 29 janvier 2024 • Durée 28:31

Elisa Iurato is the Chief of Community, Retail & Supporter Experience for World Vision Australia. World Vision is a global charity committed to providing aid and resources to help children, families, and communities across the world overcome poverty. World Vision is currently involved in 347 projects in 40 countries.

In this episode, Elisa explains her role with World Vision Australia, how their “supporter experience centre” is doing things differently, and she’ll share the heartwarming story of visiting with a lifelong World Vision supporter.

Resources and links:

World Vision Australia website

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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Helping employees to help the world

Saison 2 · Épisode 1

lundi 29 janvier 2024 • Durée 30:46

Jono Kirk is the Executive Director of Supporter Experience at Compassion Australia. Compassion Australia is a not-for-profit organisation committed to providing access to healthcare and education to children around the world to lift them out of poverty.

In this episode, Jono breaks down the reality of running a contact centre for a not-for-profit. He also dives into the employee experience, why it matters so much, and how Compassion is improving the employee experience in their contact centres.

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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Introducing 'The Calling'

Saison 2

lundi 29 janvier 2024 • Durée 01:12

Today we have a quick announcement. We're changing the name of the show. From today, the podcast will be called 'The Calling: Your Guide to Leading Modern Contact Centres'. It's the same great content you've come to expect from us, but with a new name.

And we already have a group of great episodes coming up. But you don't have to take our word for it, because we have two new episodes available in your feed right now. So … we'll catch you in the next episode of 'The Calling'!

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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The Calling (formerly The Agile Contact Centre Podcast) – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts Similaires Basées sur le Contenu

Apple Podcasts

Spotify

Podcasts Similaires Basées sur le Contenu

The Calling (formerly The Agile Contact Centre Podcast) – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

Other70

LinkedIn34

Spotify4

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts et contenus similaires

Podcasts Similaires Basées sur le Contenu

Apple Podcasts

Spotify

Podcasts Similaires Basées sur le Contenu

Other70

LinkedIn34

Spotify4