The Calling (formerly The Agile Contact Centre Podcast) – Details, episodes & analysis

Podcast details

Technical and general information from the podcast's RSS feed.

The Calling (formerly The Agile Contact Centre Podcast)

Callo Consulting

Business

Frequency: 1 episode/28d. Total Eps: 63

The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.

Read moreCollapse

Site

RSS

Apple

Recent rankings

Latest chart positions across Apple Podcasts and Spotify rankings.

Apple Podcasts

🇬🇧 Great Britain - management
05/09/2025
#91
🇬🇧 Great Britain - management
30/08/2025
#86

Spotify

No recent rankings available

Shared links between episodes and podcasts

Links found in episode descriptions and other podcasts that share them.

See all

https://wavelengthcreative.com/?utm_source=show-notes&utm_medium=referral&utm_content=rss-feed-footer
63 shares
https://www.theagilecontactcentre.com.au
35 shares
https://www.theagilecontactcentre.com.au/blog
35 shares

https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au
18 shares
https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au
18 shares
https://www.linkedin.com/company/17897354
6 shares

https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y
30 shares
https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y&nbsp
4 shares
https://open.spotify.com/show/7uQf5vqcKJRhLVigw0gDUs?si=f844eb6084744a53
2 shares

RSS feed quality and score

Technical evaluation of the podcast's RSS feed quality and structure.

See all

RSS feed quality

Good

Score global : 78%

Publication history

Monthly episode publishing history over the past years.

Year

Latest published episodes

Recent episodes with titles, durations, and descriptions.

See all

Balancing technology with empathy in the contact centre

Season 2 · Episode 17

Monday, August 26, 2024 • Duration 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.

Resources and links:

Who Gives A Crap website
Ryan Klausner on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

Balancing AI and human connection in the contact centre

Season 2 · Episode 16

Monday, August 12, 2024 • Duration 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.

Resources and links:

Origin Energy website
Cameron Geason on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

Great CX is more than skin deep

Season 2 · Episode 7

Wednesday, April 10, 2024 • Duration 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.

Resources and links:

MECCA website
Emma Stapleton on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

The shift to self-scheduled work

Season 2 · Episode 6

Monday, March 25, 2024 • Duration 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.

Resources and links:

Verint TimeFlex Bot (formerly Attune Work Solutions) website
Tim Buzza on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

How Zoom CX is reshaping the service experience

Season 2 · Episode 5

Monday, March 11, 2024 • Duration 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.

Resources and links:

Zoom website
Dina Levy on LinkedIn
Phil Zammit on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

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

Season 2 · Episode 4

Monday, February 26, 2024 • Duration 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.

Resources and links:

Operative Intelligence website
Peter Iansek on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

The omnipresence of omnichannel

Season 2 · Episode 3

Monday, February 12, 2024 • Duration 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.

Resources and links:

Daniele Iezzi on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

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

Season 2 · Episode 2

Monday, January 29, 2024 • Duration 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

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

Helping employees to help the world

Season 2 · Episode 1

Monday, January 29, 2024 • Duration 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.

Resources and links:

Compassion Australia website
Jono Kirk on LinkedIn

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

Introducing 'The Calling'

Season 2

Monday, January 29, 2024 • Duration 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'!

Connect:

Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Read moreCollapse

The Calling (formerly The Agile Contact Centre Podcast) – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

The Calling (formerly The Agile Contact Centre Podcast) – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other70

LinkedIn34

Spotify4

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other70

LinkedIn34

Spotify4