The Agile Contact Centre Podcast: Recent Episodes
The Agile Contact Centre
Meet the real people from the world of contact centres, the movers and shakers who have a uniquely different take on the future. They share meandering and inspiring stories about their careers and what it takes to be an adaptive leader in a complex world.
For the innovators, the curious, those ready to fail we share predictions and trends on everything from leadership to technology to recruitment, to the employee and customer experience that will inspire you to be a disruptor.
Join us on our mission to reinvent the contact centre world...one podcast at a time.
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.
Resources and links:
- Matchboard website
- Sharon Melamed 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.
At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally.
In this episode, Hefin shares his leadership journey and highlights the importance of balancing effective leadership, employee satisfaction, and customer happiness. He discusses how geographic and cultural differences impact the customer’s expectations for service in different regions and how Philips uses an engineer-led contact centre model combined with AI to deliver service.
Resources and links:
- Philips website
- Hefin Evans 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.
Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. Service Q creates and delivers culture transformation programs for businesses that want to change how they engage with customers and clients.
In this episode, Jaquie shares her career journey and how her understanding of service culture has developed over time. She discusses the contents of her latest book, ‘The Future of Service is 5D’ and the importance of mindsets, habits, and resilience in providing excellent customer services, particularly during challenging times such as the COVID-19 pandemic. Most of all, Jaquie emphasises that the future of service lies with human connection and empathy.
Resources and links:
- Service Q website
- “The Future of Service is 5D” website
- Jaquie Scammell’s website
- Jaquie Scammell 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.
Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience.
In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”.
Resources and links:
- Punk CX website
- Adrian Swinscoe’s website
- Adrian Swinscoe 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.
AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well?
Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and opportunity in the customer service industry and has committed himself to finding creative solutions to common problems.
In this episode, Luke digs into AI and the opportunity it presents to improve the employee experience by providing meaningful, impactful changes to their work life. He also gives a sneak preview of his upcoming book about creating sustainable employee engagement and how to use AI to ignite the creative “spark”.
Resources and links:
- Luke Jamieson website
- Luke Jamieson 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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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
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
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
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
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
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
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
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
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.
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
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
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
“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...
- The simple act of 'noticing' as a leader and being intentional and purposeful in your support
- Creating the space and safety for people to talk about mental illness
- Considering job design in contact centres to improve mental health
- Practical strategies on how you can identify and support yourself and your team
- The role of psychological safety in creating a high-performance culture
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
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
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
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
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
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
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:
-
Leading with Purpose
-
Customer Experience
-
Leadership
-
Strategy & Planning
-
Continuous improvement
-
Change 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
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
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
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
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
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
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
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
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
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
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
We think you'll find that his leadership style, principles and practices are 100% transferable to the contact centre environment.
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
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
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
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
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
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
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
If you are looking for ways to effectively and sustainably improve productivity in your contact centre, look no further, the answer is 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 for the better.
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
Hello friends, welcome to the show!
This episode explores the dark art of self-organising teams.
We break it down into manageable chunks and show you that it really is achievable for your contact centre teams.
We shine a light on:
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The key attributes that define these types of teams
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Why you might want to embark on this journey
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And of course, the nitty gritty on how to do it
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 for the better.
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
Our ability to adapt and respond quickly when faced with constraints is always being tested and in the complex system of the contact centre environment, having the right mindset and tools to solve problems and make decisions is a must have. Building the right mechanisms into your operation enables teams to continually develop and sharpen their edge and foster healthy team dynamics through collaboration, teamwork and knowledge sharing.
In this episode we discuss:
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Continuous improvement and experimentation
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We dip into systems theory and how that relates to the leadership practices that help teams make decisions in a complex world.
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We discuss the Improvement Kata and the Retrospective tools and when to use them to get the best results.
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 for the better.
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
This episode is all about remote working, it’s the topic of the moment and we expect it will be that way for a while.
When all the craziness around the world started to impact our working life's directly we thought about how we could help, so we called on two people who have plenty of experience setting up remote contact centres.
Joining me are Eduardo Nofuentes, founder of the company and our very special guest all the way from Canada, Marcie Murray who was responsible for building the Support team at Shopify.
For those that haven't heard of Shopify they are one the world’s largest e-commerce platforms, growing to over $1b in size since 2014.
What Marcie doesn't mention is that she only had 4-weeks notice to stand this team up, starting with 95 people and growing it to over 2000.
Marcie & Eduardo will talk you through their experience in setting up the Shopify team who have been 95% remote from day 1 and we cover everything from purpose to KPI’s to coaching and technology.
This is actually the podcast version of a video webinar we ran to help contact centre leaders navigate what was a very abrupt transition to working from home. You can also watch this on our YouTube channel and check out the remote ready guide and supporting deep dive videos at the link below.
https://www.theagilecontactcentre.com.au/remote-ready
We hope this will be of some value to you… 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 for the better.
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
In this episode we are joined by Deanne Martin, the Head of CX at Seek. This is a great conversation with a truly humanistic leader who talks to us about two hot topics for any contact centre. 1. The perennial challenge that is recruitment. Deanne has embraced the key tenets of agile in her recruitment process by involving the people that do the work in the decision making. 2. How to elevate the role of the contact centre to amplify the voice of the customer. This is an inflection point for any contact centre looking to play a leading role in driving the CX strategy. I think you’ll find that Deanne is one of those rare non-conformists who has backed herself to be different with her approach to leadership and we hope this inspires you to find the non-conformist within too. 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 for the better. 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
Tim Buzza and the team at IAG have achieved the impossible, they have created a system for people to self-manage their rosters, at scale, without any additional review or approval.
This is anything but a podcast about rostering, its a unique insights into how the human systems in your contact centre can flourish when you focus on trust, flexibility and collaboration.
Here are some of the highlights:
- How they went about creating an app for hundreds of people to self manage roster changes.
- The innovative feedback loop in place so people know if they have made a helpful change or not.
- The transformative impacts this has had on the lives of the people working there.
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 for the better.
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
“Taking this approach to servicing customers, by addressing the root cause of the reason they are calling, becomes the job of the front line, its way more fulfilling than just answering calls. And when you do this you create a culture of continuous improvement, people are more engaged, stay longer and customers get more value”
In this episode, we discuss how you can transform your contact centre from a cost centre to a value centre in the eyes of your organisation by viewing calls as failure demand rather than your traditional metrics such as calls times and number of calls. Check out the show notes for more information
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 for the better.
Website: https://www.theagilecontactcentre.com.au/
Blogs: https://www.theagilecontactcentre.com.au/blog
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
Shownotes:
What is Failure Demand and why it is important in reducing the effort it takes for customers to interact with your organisation and Arnie shares a personal example (1:00)
Discuss the difference between Value and Failure Demand (4:30)
How to start to tackling Failure demand – identifying the type of demand you are receiving and the benefit in engaging your people to drive this process from the start (6:15)
Arnie shares an example of Failure Demand, the pain for the customer and how simple it can be to find improvements quickly (9:45)
We share an example of Value Demand and why it’s good for the bottom line to focus on both Failure and Value demand and the opportunity for the contact centre to deliver more value to contact centre in the form of marketing, sales and cost reduction (15:30)
Grab a pen! we to the practicalities of how to put in place a continuous improvement system to address Failure demand, identifying, prioritising, delivering and then tracking it over time (19:53)
The mindset required as a leader to make this work and the operating rhythm to support it and how to engage the rest of the business to support the improvement initiatives (24:11)
How a focus on Failure Demand will change the view the contact centre in your organisation from a cost centre to a value creation centre (26:35)
References: The Vanguard method https://vanguard-method.net/the-vanguard-method-and-systems-thinking/
Our guest in this episode is Lauren Reid, Lauren Reid, formerly the Head of Direct Service at MLC Life Insurance now the Head of Member Services at ESSSuper. With a passion for customers and people, Lauren was fittingly awarded the young leader of the year Award in 2018 for Women in Banking and Finance as well as a finalist in 2019 for the Financial Services Council Young Achiever Award.
In this episode, we cover how to achieve CSAT results through shared accountability, the role of different leadership styles in agile environments and the importance of telling the agile journey to deliver more value to customers. For other resources and information or if you'd like to get in touch, head over to http://www.theagilecontactcentre.com.au Thanks for tuning in!
Anand Rego the Head of Contact Centres at Open Universities Australia talks about his team's journey to reinvent their contact centre over the last year - we cover purpose-driven teams, servant leadership, shared KPI’s, Retros and much much more. We hope you enjoy it. We’d love your feedback so let us know what you liked or didn’t like. And if there is anything you would like to hear more about please leave us a comment.