At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally. In this episode, Hefin shares his leadership journey and highlights the importance of balancing effecti…

Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. Service Q creates and delivers culture transformation programs for businesses that want to change how they engage with customers and clients. In this episode, Jaquie shares her career journey and how her understanding of service culture has developed over time.…

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience. In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”.…

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well? Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and o…

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience. In this episode, Emma will discuss the importance of designing a good employee exper…

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace. In this episode, Tim demystifi…

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe. In this episode, Dina and Phil explain how the latest technology from Zoom CX…

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre. In this episode, Peter tells the story of how he went from working in contact centres to found…

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Polit…

Elisa Iurato is the Chief of Community, Retail & Supporter Experience for World Vision Australia. World Vision is a global charity committed to providing aid and resources to help children, families, and communities across the world overcome poverty. World Vision is currently involved in 347 projects in 40 countries. In this episode, Elisa explains…

Jono Kirk is the Executive Director of Supporter Experience at Compassion Australia. Compassion Australia is a not-for-profit organisation committed to providing access to healthcare and education to children around the world to lift them out of poverty. In this episode, Jono breaks down the reality of running a contact centre for a not-for-profit.…

Today we have a quick announcement. We're changing the name of the show. From today, the podcast will be called 'The Calling: Your Guide to Leading Modern Contact Centres'. It's the same great content you've come to expect from us, but with a new name. And we already have a group of great episodes coming up. But you don't have to take our word for …

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 u…

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 cent…

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 ne…

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 s…

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 s…

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 ret…

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 an…

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…

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…

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 employe…

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 outstand…

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 podca…

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 m…

“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. Nug…

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…

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 ba…

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…

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-Onl…

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 tec…

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 d…

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 cen…

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…

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…

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 a…

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 outs…

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.…

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 m…

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 performanc…

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 Contac…

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…

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-…

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 …

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…

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 …

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 …

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…

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 …

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, t…