The Calling (formerly The Agile Contact Centre Podcast)

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:

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.

“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:

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.

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 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.

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:

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.

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:

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 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

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

How UniSuper transformed their contact centre and increased engagement by 24%

TO HEAR THE STORY REGISTER FOR OUR LIVE ONLINE EVENT THURSDAY 29/4 - 2PM AEST - WITH Q&A!

REGISTER HERE

A virtual in-conversation with Jacob Drake-Potts, Head of Member Services at UniSuper, one of Australia's largest and best-performing super funds dedicated to the higher education and research community.

Join Sean McGinn and Arnold Ho as they talk to Jacob about his real-life (though virtual most of the time) experience in the changes that took place in his team.

This is a unique opportunity to uncover practical ways to transform your contact centre and have your burning questions answered by experts in the field.

Benefits of attending:

About Jacob

Jacob Drake-Potts is the Head of Member Services at UniSuper, one of Australia's largest and best-performing super funds dedicated to the higher education and research community. Jacob is passionate about human-centred design and strives to create an environment where his teams can self-organise and experiment to find the right solution. He is a free thinker who has some big ideas on what the future of work could look like in contact centres. And because he started his contact centre career on the phones, he brings a unique perspective on what it takes to build engaged and purpose driven teams.

About Sean

Sean is the Director of The Agile Contat Centre. Sean spent 20 years working in operations at one of the world’s best-known organisations, General Electric. There, he learned the art and science of operational leadership, and how to improve systems of work in order for people to harness their potential and deliver unforgettable experiences. In 2010, he started seeing ‘agile’ in practice while working with technology delivery projects and saw a new possibility. Applying this way of thinking to solve problems within teams, Sean is now reinventing the contact centre world, and shares these stories through The Agile Contact Centre podcast. Sean is genuine and authentic and provides clients with the structure and coaching they need to bring possibilities to life. The result is human-centred, customer-focused solutions that provide great experiences and deliver better results by identifying and removing wasteful processes and systems of work.

About Arnold

Arnold is a consultant at Neu21.

Arnold or ‘Arnie’ as most people know him specialises in coaching teams in agile ways of working and human-centred design. In 2017, as a client of The Agile Eleven, Arnie discovered a new way of working, which transformed his team to provide superior customer service while delivering on major strategic initiatives. With this newfound knowledge and experience, he worked with other departments and project teams to unlock better collaboration and communication. In 2018, Arnie joined The Agile Eleven as an enterprise agile coach and has since worked with a diverse range of different teams across various industries. Now at Neu21, he continues to make magic happen with his kindness, charisma and drive to succeed.

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 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

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

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:

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.

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

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:

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.

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:

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 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

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