The Calling (formerly The Agile Contact Centre Podcast)

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...

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_experie...

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.&n...

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 a...

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 Twitt...

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 o...

“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'...

We breakdown the role of the Leader in the contact centre and the things you should think about when designing your contact centre around the customer.  Check out our blog : 6 ways to improve customer experience in your contact centre About us: This podcast is brought to you by The Agile Contact Centre.  Stories, tips and practices that will help you deliver outstanding experiences to cu...

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://brandtinterna...

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...

Download your Guide to Building a Continuous Improvement Culture here  About us: This podcast is brought to you by The Agile Contact Centre.  Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people. We do this because our  mission is to reinvent the contact centre world. Our exclusive Live-Online Agile Leadership for Custome...

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 Lea...

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...

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. Sel...

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 y...

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-lead...

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 s...

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 cus...

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...

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 ag...

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...

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, t...

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 envir...

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 brou...

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 cr...