The Agile Contact Centre Podcast

By The Agile Contact Centre Podcast

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.

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18 | Improving the CX, Gregor Hartnell talks to us about failure demand

The Agile Contact Centre PodcastAug 31, 2020

00:00

09:04

44 | Dan Hill-Smith | Human-centred leadership

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

Mar 20, 202337:01

43 | Russ Murphy | Transforming Service NSW

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

Jan 30, 202342:14

42 | Scott Doyle | Brave Leadership

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

Nov 03, 202250:40

41 | Brad Shaw | Leading without rules

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

Jun 28, 202256:52

40 | James Witcombe | Recruiting in 2022 and beyond

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

May 02, 202201:19:28

39 | Julie-Anne Hazlett | Workforce Optimisation & Endurance Cycling

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

Apr 25, 202254:16

38 | Luke Jamieson | Unlocking the power of intrinsic motivation

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

Apr 12, 202251:20

37 | Severance with Hannah Gee

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

Mar 04, 202224:11

36 | The employee experience era | Part 2 - Architecting the experience

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

Feb 24, 202244:21

35 | The employee experience era | Part 1 - How did we get here?

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.

Feb 22, 202250:04

34 | We are back and working from home

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

Jan 31, 202256:30

33 | Mooseheads on the Table | Karin Tenelius & Lisa Gill

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:

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

Sep 27, 202159:37

32 | The Corporate Escapee

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:

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

Aug 19, 202101:12:36

31 | Making work safe

“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:

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

Aug 08, 202101:09:37

30 | The CX chat

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:

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

Jul 20, 202147:53

29 | Munirah Looi | Leadership through disruption and change

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:

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

Jun 12, 202101:02:33

28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centre

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:

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

May 25, 202158:04

27 | 5-Steps to Building a Continuous Improvement Culture

Download your Guide to Building a Continuous Improvement Culture here

About us:

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

Mar 19, 202150:30

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:

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

Jan 22, 202157:34

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

About us:

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

Nov 06, 202013:54

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:

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

Oct 27, 202039:55

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:

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

Oct 12, 202013:30

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.

About us:

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

Oct 12, 202007:20

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:

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

Sep 27, 202014:07

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:

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

Sep 25, 202049:59

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

Sep 01, 202001:08:15

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

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

Aug 31, 202009:04

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

Aug 25, 202021:51

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/

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

Jul 16, 202001:04:47

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

Jul 08, 202057:06

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

Jul 07, 202005:22

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

Jun 24, 202001:14:47

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

Jun 04, 202011:02

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

Jun 03, 202006:57

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

Jun 02, 202007:37

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

Jun 01, 202003:54

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

May 21, 202050:56

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

May 14, 202051:38

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

May 04, 202039:22

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

Apr 15, 202001:01:20

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: anchor.fm/the-agile-contact-centre
Apple Podcasts: podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: pca.st/gl7zy9s8 Website: www.theagilecontactcentre.com.au/ Blogs: www.theagilecontactcentre.com.au/blog

Mar 09, 202001:00:57

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.

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

Feb 13, 202001:16:60

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

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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

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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/

Feb 05, 202029:24

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 www.theagilecontactcentre.com.au
Thanks for tuning in!

Jan 15, 202057:16

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.

Dec 04, 201901:19:45