Explore every episode of the podcast The Calling (formerly The Agile Contact Centre Podcast)
| Title | Pub. Date | Duration | |
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| Balancing technology with empathy in the contact centre | 26 Aug 2024 | 00:49:36 | |
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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| Balancing AI and human connection in the contact centre | 12 Aug 2024 | 00:45:00 | |
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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| Great CX is more than skin deep | 10 Apr 2024 | 00:43:20 | |
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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| The shift to self-scheduled work | 25 Mar 2024 | 00:42:37 | |
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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| How Zoom CX is reshaping the service experience | 11 Mar 2024 | 00:31:13 | |
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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| Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes | 26 Feb 2024 | 00:29:08 | |
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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| The omnipresence of omnichannel | 12 Feb 2024 | 00:36:48 | |
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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| Charity begins at home: World Vision Australia’s approach to customer support | 29 Jan 2024 | 00:28:31 | |
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.
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| Helping employees to help the world | 29 Jan 2024 | 00:30:46 | |
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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| Introducing 'The Calling' | 29 Jan 2024 | 00:01:12 | |
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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| 44 | Dan Hill-Smith | Human-centred leadership | 20 Mar 2023 | 00:37:01 | |
Dan Hill-Smith is the Chief Operating Officer at TSA Group TSA Group is one of Australia’s leading specialists in outsourcing and CX consultancy and services. Dan on LinkedIn
About us: Stories, tips and practices to help you build adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| 43 | Russ Murphy | Transforming Service NSW | 30 Jan 2023 | 00:42:14 | |
In this episode we talk to Russ Murphy, the Director of Regional Service Centres at Service NSW. Russ was a member of the team that began the transformation journey at Service NSW back in 2013. He shares the trials and tribulations of his leadership career and the approach they took from the early days of the very first service centre pilot to centralising services into their contact centres. Service NSW makes it easier to access government services for people and businesses across NSW. Service NSW is a NSW Government executive agency that joined the Department of Customer Service on 1 July 2019. We deliver world-class one-stop-shop services for customers, businesses and our partner agencies About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you create memorable experiences for your people and customers. We do this because our mission is to reinvent to contact centre by building adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| AI is the future of CX | 29 Jul 2024 | 00:38:03 | |
Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institute (CXII) and the author of ‘The AI Empowered Customer Experience’. The Customer Experience Innovation Institute aims to change how businesses engage with customers using innovative strategies, insights, and research. In this episode, Simon shares his insights into how AI can improve contact centre operations and customer engagement. He discusses the differences between traditional and generative AI, how AI has evolved in the CX space, and how businesses can begin incorporating AI in small but meaningful ways.
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| 42 | Scott Doyle | Brave Leadership | 03 Nov 2022 | 00:50:40 | |
Scott Doyle has been on quite a leadership journey over the last 3 years. This episode follows how Scott and the NRMA team have taken the disruption of Covid and used the constraints as an opportunity to take them to an even higher level of purpose driven leadership. And by listening to the needs of their people and customers they have created a new and even more successful operating model, with fully remote teams. Scott is the Senior Sales Manager, Contact Centres at The NRMA. The NRMA is an Australian organisation offering roadside assistance, advocacy for motorists and road-users, motoring advice, car servicing, International Driving Permits, travel and other services in New South Wales and the Australian Capital Territory. It is a member-owned mutual company limited by guarantee. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you create memorable experiences for your people and customers. We do this because our mission is to reinvent to contact centre by building adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| 41 | Brad Shaw | Leading without rules | 28 Jun 2022 | 00:56:53 | |
In this episode we talk to Brad Shaw, entrepreneur, CEO and Leader, who has had a significant influence on the careers of many, many leaders as a coach and mentor. Brad reflects on the traits that he believes creates the most successful leaders in a complex, ambiguous world. Brad is the CEO at Livepro, a knowledge management company that provides solutions specifically tailored for the unique needs of customer service teams. So of course we get into the wonderful world of knowledge as well. Check out Brad on LinkedIn Check out Livepro on the web. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you create memorable experiences for your people and customers. We do this because our mission is to reinvent to contact centre by building adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| 40 | James Witcombe | Recruiting in 2022 and beyond | 02 May 2022 | 01:19:28 | |
James is a stalwart within the Aussie contact centre market, he has seen a lot of change in his 15 years in the industry and shares with us his path to Director at SMAART Recruitment, his favourite tunes and a deep dive in the current recruitment market, how to think about the employee experience in your attraction strategy, and the key trends he sees over the next 5 years. James authors the SMAART Best Practice Report which is Australia's premier benchmarking and insights report for contact centres. Find James on LinkedIn About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you create memorable experiences for your people and customers. We do this because our mission is to reinvent to contact centre by building adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| 39 | Julie-Anne Hazlett | Workforce Optimisation & Endurance Cycling | 25 Apr 2022 | 00:54:16 | |
This time around we chat to Julie-Anne Hazlett, Manager, WFO Strategy at Call Design who is an inspiration, modest in her achievements, along with her teammates, the InternationElles, she played a significant role in campaigning for a Women’s Tour de France. The last time the Tour de France held a women's multi-day stage race was in 1988 but it returns again this July!JA talks to us about what motivates her to ride ridiculously long distances on a bike and how to overcome the inevitable set backs that come from embarking on this endeavour. We also dive into her other passion, workforce optimisation, and she shares where she thinks we are headed with this function in a world with even more complexity than ever before. JA on LinkedIn About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you create memorable experiences for your people and customers. We do this because our mission is to reinvent to contact centre by building adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| 38 | Luke Jamieson | Unlocking the power of intrinsic motivation | 12 Apr 2022 | 00:51:20 | |
Luke Jamieson is a true free thinker who is building great experiences for employees, he personifies the mantra, do right by your people and they'll do right by the customer. In this episode we learn about Luke's very diverse career backgrounds from baking to droving cattle! he talks to us about his journey to building world class EX-CX cultures and how he found a beautiful intersection between technology and social science, to bring game play to work. Luke is a multi-award winning leader, recognised as one of the top 25 EX-CX thought leaders globally. He also has his own podcast called Boost, a variety show focused on elevating the employee experience and performance, available on streaming services everywhere. Spotify: https://open.spotify.com/show/7uQf5vqcKJRhLVigw0gDUs?si=f844eb6084744a53 Apple Podcasts: https://podcasts.apple.com/au/podcast/boost/id1614511337 Luke also authors a weekly newsletter called EX Rated, on you guessed it, the employee experience. We recommend subscribing here https://www.linkedin.com/newsletters/ex-rated-6870934133271617536/ Follow Luke on LinkedIn https://www.linkedin.com/in/luke-jamieson/ If you are interested (and why wouldn't you be!) in learning more about Centrical and how they can help you build a world class EX-CX culture, hit them up here, https://centrical.com/?rid=v22gs-auz-brand-centrical&keyword=centrical&utm_source=google&utm_medium=cpc&utm_campaign=v22gs-auz-brand-centrical&gclid=EAIaIQobChMIxYf6p6mN9wIVgX0rCh2ikQBxEAAYASAAEgJ6l_D_BwE This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you create memorable experiences for your people and customers. We do this because our mission is to reinvent to contact centre by building adaptive teams who are ready for any challenge. Please rate Please follow, rate and review. We appreciate all your support. Check us out here: https://www.theagilecontactcentre.com.au Please follow us on LinkedIn
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| 37 | Severance with Hannah Gee | 04 Mar 2022 | 00:24:11 | |
Introducing Hannah Gee. Among a myriad of other talents, Hannah is a partner over at our big sister, Neu21. This week we have been inspired and disturbed all at once by the new Apple TV+ series, Severance. To find out what the fuss is about check out the opening sequence to Severance before you listen to the episode! https://www.youtube.com/watch?v=MIp2J3zk1ho What does this alternate future of work mean, and who would take the option of severance, if offered? We also geek out on opening sequences in movie and television and find the thread between this, and creating memorable experiences for your people and customers. Other sequences we mentioned: Ozark: https://www.youtube.com/watch?v=DJQxWhRIQE0 Sopranos: https://youtu.be/mJpNmYeooQE True Detective season 1: https://youtu.be/FxXRkqXfhYM True Detective season 2 : https://www.youtube.com/watch?v=mpQi_ZCBa6w Westworld: https://www.youtube.com/watch?v=zc6xBFZbrTc You can also follow Hannah on LinkedIn https://www.linkedin.com/in/hannahgee/?originalSubdomain=au
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| 36 | The employee experience era | Part 2 - Architecting the experience | 24 Feb 2022 | 00:44:21 | |
In part 2 in our mini-series on the employee experience we talk about the journey of a contact centre employee and how to think about the architecture. We dive into expectations and experience, how Disney manage this and how knowing about the way we construct memories of experiences can help us build better ones. Peak end rule - https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory
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| 35 | The employee experience era | Part 1 - How did we get here? | 22 Feb 2022 | 00:50:04 | |
We continue to see the impacts of the pandemic play out in weird and wonderful ways across contact centres. So far we have seen cloud technology become the norm, greater flexibility that comes from WFH and now an ultra competitive labour market, a.k.a the war on talent and the great resignation, which all points to the humble contact centre employee becoming the centre of attention. And it's about time! And what will this mean for digital servicing and the types of roles that exist in the future - will this be accelerated as organisations attempt to mitigate the impact of labour shortages by moving more and more interactions to digital. And what will that all mean for the customer experience as AI manages more and more conversations, will chatbots begin to make sense? Stay tuned as we unpick it all and put it back together again.
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| 34 | We are back and working from home | 31 Jan 2022 | 00:56:30 | |
In this Ep we talk about growth mindset, Arnie gets handy and nearly loses an eye and then decides to take up BJJ (Brazilian Ju Jitsu) while Sean is learning to play the drums.....and we talk about working from home. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 33 | Mooseheads on the Table | Karin Tenelius & Lisa Gill | 27 Sep 2021 | 00:59:37 | |
Karin Tenelius and Lisa Gill are authors of Mooseheads on the Table, a book about self-managing organisations from Sweden. You can find them here: https://www.tuffleadershiptraining.com/ Karin on LinkedIn https://www.linkedin.com/in/karin-tenelius-06b2365/ Lisa on LinkedIn https://www.linkedin.com/in/lisa-gill-she-her-23815a4/ Leadermorphosis podcast https://leadermorphosis.co/ Lisa on Twitter https://twitter.com/disruptandlearn?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| Better service design is better for business | 15 Jul 2024 | 00:45:00 | |
Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company specialising in journey mapping and management software used by businesses worldwide. In this episode, Marc explores what service design is and how to use it to improve customer and employee experiences using journey mapping. He emphasises the value of focusing on system design rather than KPIs and explains how Smaply 3.0 can improve the customer experience through more effective journey management.
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| 32 | The Corporate Escapee | 19 Aug 2021 | 01:12:36 | |
Michelle Fotheringham is the Founder and CEO of Werkling and is on a mission to help leaders tap into the growing number of corporate escapees. Having worked in corporate roles, agency roles and as an independent consultant, Michelle Fotheringham understands all too well about changing work preferences - THE FUTURE OF WORK IS HAPPENING NOW! Learn more here: https://www.werkling.com Find Michelle on LinkedIn: https://www.linkedin.com/in/michelle-fotheringham-0796063a About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 31 | Making work safe | 08 Aug 2021 | 01:09:37 | |
“It’s ok, not to be ok” In our latest episode we chat to Tom Ruijs and we unpack mental health, wellbeing and high-performance cultures which all have one thing in common, psychological safety. Tom Ruijs is an Organisational Psychologist and Senior Consultant with AP Psychology. This episode has so many nuggets of gold, so grab a pen and paper. Nuggets include...
Tom on LinkedIn https://www.linkedin.com/in/tom-ruijs-a67021181/?originalSubdomain=au Check out the free resources available here : https://psychology-consulting.com/ Amy Edmondson on psychological safety – her book The Fearless Organisation Her Ted Talk videos https://www.ted.com/speakers/amy_edmondson Here are some organisations that are here to help Beyond Blue 1300 22 4636 https://www.beyondblue.org.au/home Lifeline 13 11 14 https://www.lifeline.org.au/ About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 30 | The CX chat | 20 Jul 2021 | 00:47:53 | |
We breakdown the role of the Leader in the contact centre and the things you should think about when designing your contact centre around the customer. Check out our blog : 6 ways to improve customer experience in your contact centre About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 29 | Munirah Looi | Leadership through disruption and change | 12 Jun 2021 | 01:02:33 | |
Over the last 18 months Munirah has lead her people though an incredible period of disruption and change. She is a living example of how staying true to yourself and leading with purpose and values is not just the right thing to do, its also great for business. Munirah Looi is the CEO and Founder of Brandt International, a CX and BPO consultancy based in Malaysia. https://brandtinternational.com/ About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centre | 25 May 2021 | 00:58:05 | |
The world of technology in the contact centre has advanced incredibly fast since covid, nowadays cloud based solutions are the norm and this is opening up the possibilities of how to deliver the amazing CX experience we all strive for without the cost and overheads that once came with it. Jonathan Barouch is the CEO & Founder of Local Measure https://www.localmeasure.com Phil Zammit is the GM of CX at Amazon Web Services https://aws.amazon.com/connect About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Live-Online Agile Leadership for Customer Service teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 27 | 5-Steps to Building a Continuous Improvement Culture | 19 Mar 2021 | 00:50:30 | |
Download your Guide to Building a Continuous Improvement Culture here About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Live-Online Agile Leadership for Customer Service teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 26 | Eduardo Nofuentes | The Founder origin story | 22 Jan 2021 | 00:57:34 | |
Eduardo is the Founder of The Agile Contact Centre, The Agile 11 and Neu21 (neu21.com) a groundbreaking organisational design consultancy. In this episode he talks about his origin story, beginning with REA a.k.a - Real Estate.com and stumbling quite by accident on becoming a contact centre leader and how he pioneered using agile outside of the technology world. He covers: - Brave Leadership and trusting teams to be the creators of their own destiny - The importance of looking at the whole system to see beneath the symptoms and affect real change - Creating a culture of continuous improvement, beyond the tools and methodologies - Engaging the whole organisation on the change journey - Fostering self-organising teams - Sharing his mindset in those times when you don't have all the answers Enjoy the show. For case studies of how leaders like you have transformed their contact centre head to our website And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 25 | The 2020/21 Contact Centre Best Practice Report | 06 Nov 2020 | 00:13:54 | |
In our latest episode we summarise the key findings from the SMAART Recruitment 2020/21 Contact Centre Best Practice Report and give you 3 recommendations to be ready for 2021 and beyond. The report gathers data from 165 contact centres across Australia to understand the trends and challenges in leading the modern contact centre, including a deep dive on the impacts of COVID. As a key contributor to the report we focused on these dimensions of modern contact centre management: For case studies of how leaders like you have transformed their contact centre head to our website And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 24 | The origin stories with Arnold Ho | 27 Oct 2020 | 00:39:55 | |
It's time for Arnie's origin story and journey of how he came to be where he is today. He talks about: - Shared KPI's - Moving from command and control to agile leadership - Taking teams outside the contact centre on the change journey - Building business cases to get change across the line - Changing the perception of contact centres from cost centres to value centres Enjoy. Self organising teams reference. Turn the Ship Around video : https://www.youtube.com/watch?v=pYKH2uSax8U&feature=youtu.be About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Live-Online Agile Leadership for Customer Service teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 23 | Coordinating teams to prioritise and make CX decisions in times of high customer demand with Sean & Arnie | 12 Oct 2020 | 00:13:31 | |
This is a story that starts with improving failure demand but becomes a story of how a contact centre of 200+ people where able to coordinate, prioritise and make decisions in times of high customer demand to reduce wait times and deliver a great experience. When people are connected to the work they do, when they feel ownership and control over it, great things can happen. Want to develop your leadership skills to be ready for the new world of contact centre work? Then check out our exclusive Agile Leadership for Customer Service teams training courses : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| Serving the community starts with listening to them | 01 Jul 2024 | 00:22:42 | |
Greg Curcio is the Director of Customer and Performance for Knox City Council. Knox is located in Melbourne’s southeast and is one of Victoria’s most populous municipalities with over 165,000 residents calling Knox home. In this episode, Greg shares his journey to Knox City Council and emphasises the importance of community engagement and maintaining the human element in the contact centre. He explains the unique challenges faced by contact centres for local government including the need for operators to manage everything from rates to who to call when you need a tree cut down.
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| 22 | Developing an experimentation mindset with Sean and Arnie | 12 Oct 2020 | 00:07:21 | |
In this episode Sean and Arnie talk about the art of experimentation and recall a time when Sean began experimenting with agile tools for the first time. Want to develop your leadership skills to be ready for the new world of contact centre work? Then check out our exclusive Agile Leadership for Customer Service teams training courses : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 21 | The origin story with Sean McGinn | Unifying your tribes around the work using visualisation | 27 Sep 2020 | 00:14:07 | |
Visualising the work can have a powerful effect when you are bringing together the tribes in your contact centre or across your organisation. By helping teams see the work they have in common and their role in getting it done, they find commonalities and linkages they didn't see before. This means they can provide a better CX and as a result they also build stronger social bonds through a deeper sense of empathy. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Agile Leadership for Contact Centre teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 20 | The origin stories | Sean McGinn | 25 Sep 2020 | 00:49:59 | |
It's time for my origin story and although slightly unnerving to be the guest on our own podcast it was a lot of fun chatting to my pal Arnie and sharing my leadership journey of how I came to be where I am today. Enjoy. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Live-Online Agile Leadership for Customer Service teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 19 | Gregor Hartnell | Scaling a contact centre and going global | 01 Sep 2020 | 01:08:16 | |
Gregor Hartnell is back again and this time its a free range conversation about how he is building a scalable contact centre operation. Rate my Agent are Australia's No. 1 real estate agent ratings and statistics website, providing recommendations, rankings & reviews for real estate agents in Australia. Australian site: https://www.ratemyagent.com.au US site: https://www.ratemyagent.com About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Agile Leadership for Contact Centre teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 18 | Improving the CX, Gregor Hartnell talks to us about failure demand | 31 Aug 2020 | 00:09:05 | |
Gregor talks us through how his teams have improved CX and changed the perception the organisation has of contact centres from a cost centre to value centre. A focus on the cause of the demand coming into your contact centre allows teams to build a highly scalable operation with the resilience to deal with a complex and changing environment. Rate my Agent are Australia's No. 1 real estate agent ratings and statistics website, providing recommendations, rankings & reviews for real estate agents in Australia. Australian site: https://www.ratemyagent.com.au US site: https://www.ratemyagent.com About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Our exclusive Agile Leadership for Contact Centre teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 17 | High performing cultures built on values and trust | Gregor Hartnell | 25 Aug 2020 | 00:21:51 | |
Gregor Hartnell the VP of Operations at Rate My Agent shares his experiences building the leadership mindset to be able to lead in an environment of shared KPI’s, the benefits of shared accountability when people support each other to achieve a better result for the team over the individual and the million dollar question – how to manage performance of people that are not performing when there is a shared KPI. Our exclusive Agile Leadership for Contact Centre teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Rate my Agent are Australia's No. 1 real estate agent ratings and statistics website, providing recommendations, rankings & reviews for real estate agents in Australia. Australian site: https://www.ratemyagent.com.au US site: https://www.ratemyagent.com About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 16 | Blaine Slater | TSA | Bringing to life the brand and customer experience in outsourced contact centres | 16 Jul 2020 | 01:04:47 | |
In this episode we chat to Blaine Slater, Group Executive - New Business at TSA. He shines a light on managing the brand and customer experience in outsourced contact centres. He also shares his leadership journey, from being ‘on the phones’ to the Executive team. https://tsagroup.com.au/ About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 15 | Dan Watts | Rapid Building Inspections | Fostering a people first culture | 08 Jul 2020 | 00:57:06 | |
Joining us is Dan Watts, the Founder of Rapid Building Inspections and our first guest outside of the contact centre world. We found Dan through our network of loyal subscribers and we were not disappointed with what he had to share. https://www.rapidbuildinginspections.com.au Do you know someone you think would make a great guest - or are you our next guest? email us at info@theagilecontactcentre.com.au with the details and we'll be in touch. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| Bonus episode | We have hit a big milestone and we are celebrating with some exciting news | 07 Jul 2020 | 00:05:22 | |
A big thanks to all our loyal subscribers, listeners and special guests who have made this podcast a reality. To celebrate we have 2 BRAND NEW training courses built exclusively for contact centre leaders. Available online now with a special offer, check them out here. https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service team | 24 Jun 2020 | 01:14:47 | |
In this episode we talk to Rachel Garrett, who delivers some invaluable insights and tips into leadership in a remote working world. Perhaps the biggest one is to make being a genuine and authentic person your first priority and using that to influence your approach to work and leadership but she shares many more. Rachel Garrett is the NZ Lead for Shopify's Servicing team and is the creator of a remote working collaboration group on LinkedIn called Remote Work New Zealand find it here https://www.linkedin.com/groups/13805842 The (many) highlights: - Authentic leadership through finding your personal purpose and values - How knowing what you want from your life and career allows you to take some risks - Scaleable Leadership: developing a leadership mindset in all your people, not just those with the title of leader - Building the social connections you would normally see in a bricks and mortar office, in a remote environment by being deliberate about how your teams share and connect - The Trust battery: how to build trust and call out behaviours that break trust - Turning your purpose into outcomes that your teams can own and achieve - Keeping KPI's relevant and using them as a prompt for coaching rather than an absolute pass or fail indicator About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| How incorporating international attitudes can improve Australian service culture | 17 Jun 2024 | 00:37:00 | |
Sharon Melamed is the Founder and Managing Director of Matchboard. Matchboard is a matchmaking service between companies and suppliers to take the hard work out of making business connections. In this episode, Sharon shares how a love of matchmaking in her personal life led her to found Matchboard. She also explains how living and working overseas in Japan and the U.S.A. influenced her approach to customer service and what lessons she’s brought home to Australia.
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| 13 | Leading productive and engaged remote teams | 04 Jun 2020 | 00:11:02 | |
Once again this snippet comes from our podcast with Marcie & Eduardo and they talk us through how to foster productive and engaged teams when leading remotely. They draw on their experiences in establishing a 2000 seat contact centre at Shopify, which is 95% remote. Marcie Murray held the role of Director of Support at Shopify when they established their contact centre and grew the team from 95 to 2000. Eduardo Nofeuntes is the Founder of The Agile Contact Centre and The Agile 11 and has helped leaders all over the world transform their contact centres. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 12 | From TEAM to COMMUNITY with Marcie Murray from Shopify | 03 Jun 2020 | 00:06:57 | |
This snippet comes from our chat with Marcie Murray and Eduardo Nofuentes that was part of the Remote Ready series. Its pint-sized but jam packed with everything you need to know about transforming your team into a community where like minded people feel connected and rally around the work. Marcie also talks about how this works to combat feelings of isolation that can arise when working in a distributed team environment. Access our library of work for home tools here: https://www.theagilecontactcentre.com.au/remote-ready About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 11 | Failure Demand | The 'how to guide' on improving the customer experience | 02 Jun 2020 | 00:07:37 | |
We cut right to the chase in this mini episode and give you the 'how to guide' for improving the customer experience. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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| 10 | Trust with Tim Buzza from IAG | 01 Jun 2020 | 00:03:54 | |
Welcome to the first in a series of super short eps for you to snack on during your day. We go into the archives for the conversation with Tim Buzza from IAG who talks to us about the topic of Trust - how to cultivate it and the benefits to people's mental wellbeing we you hand over control of their working day. We hope you enjoy it. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our mission is to reinvent the contact centre world. Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog
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