The Calling (formerly The Agile Contact Centre Podcast)

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 9...

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 dist...

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 w...

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 Cont...

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 conta...

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...

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 col...

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 o...

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 th...

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 highlight...

“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 f...

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 e...

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...