The Calling (formerly The Agile Contact Centre Podcast)

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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 

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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.

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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:

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

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.