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The Agile Contact Centre Podcast

The Agile Contact Centre Podcast

By The Agile Contact Centre
Reinventing the contact centre world ...one podcast at a time.
Tales, tips and tools that will help you deliver outstanding experiences to your customers and your people
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26 | Eduardo Nofuentes | The Founder origin story
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
55:41
January 22, 2021
25 | The 2020/21 Contact Centre Best Practice Report
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
11:22
November 6, 2020
24 | The origin stories with Arnold Ho
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
38:02
October 27, 2020
23 | Coordinating teams to prioritise and make CX decisions in times of high customer demand with Sean & Arnie
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
11:38
October 12, 2020
22 | Developing an experimentation mindset with Sean and Arnie
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
07:20
October 12, 2020
21 | The origin story with Sean McGinn | Unifying your tribes around the work using visualisation
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  
12:14
September 27, 2020
20 | The origin stories | Sean McGinn
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
49:59
September 25, 2020
19 | Gregor Hartnell | Scaling a contact centre and going global
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
1:07:31
September 1, 2020
18 | Improving the CX, Gregor Hartnell talks to us about failure demand
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
09:04
August 31, 2020
17 | High performing cultures built on values and trust | Gregor Hartnell
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
21:50
August 25, 2020
16 | Blaine Slater | TSA | Bringing to life the brand and customer experience in outsourced contact centres
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
1:04:46
July 16, 2020
15 | Dan Watts | Rapid Building Inspections | Fostering a people first culture
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
57:05
July 8, 2020
Bonus episode | We have hit a big milestone and we are celebrating with some exciting news
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
05:21
July 7, 2020
14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service team
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
1:14:46
June 24, 2020
13 | Leading productive and engaged remote teams
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
11:02
June 4, 2020
12 | From TEAM to COMMUNITY with Marcie Murray from Shopify
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
06:57
June 3, 2020
11 | Failure Demand | The 'how to guide' on improving the customer experience
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
07:36
June 2, 2020
10 | Trust with Tim Buzza from IAG
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
03:53
June 1, 2020
9 | The Productivity Paradigm | Never look at productivity the same way again
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
50:55
May 21, 2020
8 | Self-organising teams | Unleash the human potential in your team to create a customer experience with no limits!
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:  - The key attributes that define these types of teams - Why you might want to embark on this journey - 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
51:38
May 14, 2020
7 | How to run 'safe-to-fail' experiments and build continuous improvement into your operations
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:  - Continuous improvement and experimentation  - We dip into systems theory and how that relates to the leadership practices that help teams make decisions in a complex world.  - 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
39:22
May 4, 2020
6 | Marcie Murray | Shopify | Hear the story of how they set up a 2000 seat contact centre to work remotely, from day 1
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
1:01:20
April 15, 2020
5 | Deanne Martin | Seek | Agile recruitment and how to amplify the CX in your contact centre
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
1:00:56
March 9, 2020
4 | Tim Buzza | How to scale self managed rosters for 400 people using a trust based system
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
1:16:59
February 13, 2020
3 | Understanding failure demand to transform your cost centre to a value centre
“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/
29:24
February 5, 2020
2 | Lauren Reid | ESS Super | Achieving outstanding CSAT results and telling the agile story
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! 
57:16
January 15, 2020
1 | Anand Rego | OUA | Shared KPIs, purpose-driven teams & servant leadership
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.
1:19:44
December 4, 2019