The Calling (formerly The Agile Contact Centre Podcast)

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 creator of a remote working collaboration group on LinkedIn called Remote Work New Zealand find it here https://www.linkedin.com/groups/13805842  

The (many) highlights:  

- Authentic leadership through finding your personal purpose and values - How knowing what you want from your life and career allows you to take some risks

- Scaleable Leadership: developing a leadership mindset in all your people, not just those with the title of leader 

- Building the social connections you would normally see in a bricks and mortar office, in a remote environment by being deliberate about how your teams share and connect

- The Trust battery: how to build trust and call out behaviours that break trust 

- Turning your purpose into outcomes that your teams can own and achieve 

- Keeping KPI's relevant and using them as a prompt for coaching rather than an absolute pass or fail indicator 

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.

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 95 to 2000.

Eduardo Nofeuntes is the Founder of The Agile Contact Centre and The Agile 11 and has helped leaders all over the world transform their contact centres.

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.

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 distributed team environment.

Access our library of work for home tools here: https://www.theagilecontactcentre.com.au/remote-ready

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 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 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.

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 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.

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 contact centre world for the better.

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.

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

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 customers as well as your people.

We do this because our  mission is to reinvent the contact centre world for the better.

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.

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 collaboration, teamwork and knowledge sharing.  

In this episode we discuss: 

- Continuous improvement and experimentation 

- We dip into systems theory and how that relates to the leadership practices that help teams make decisions in a complex world. 

- We discuss the Improvement Kata and the Retrospective tools and when to use them to get the best results. 

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 for the better. 

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.

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 our very special guest all the way from Canada, Marcie Murray who was responsible for building the Support team at Shopify.

For those that haven't heard of Shopify they are one the world’s largest e-commerce platforms, growing to over $1b in size since 2014.

What Marcie doesn't mention is that she only had 4-weeks notice to stand this team up, starting with 95 people and growing it to over 2000.

Marcie & Eduardo will talk you through their experience in setting up the Shopify team who have been 95% remote from day 1 and we cover everything from purpose to KPI’s to coaching and technology.

This is actually the podcast version of a video webinar we ran to help contact centre leaders navigate what was a very abrupt transition to working from home. You can also watch this on our YouTube channel and check out the remote ready guide and supporting deep dive videos at the link below.

https://www.theagilecontactcentre.com.au/remote-ready

We hope this will be of some value to you… 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 customers as well as your people. We do this because our  mission is to reinvent the contact centre world for the better. 

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 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 the role of the contact centre to amplify the voice of the customer. This is an inflection point for any contact centre looking to play a leading role in driving the CX strategy. 
I think you’ll find that Deanne is one of those rare non-conformists who has backed herself to be different with her approach to leadership and we hope this inspires you to find the non-conformist within too. 
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 for the better. 
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.