The Calling (formerly The Agile Contact Centre Podcast)

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 highlights:

• How they went about creating an app for hundreds of people to self manage roster changes.
• The innovative feedback loop in place so people know if they have made a helpful change or not.
• The transformative impacts this has had on the lives of the people working there.

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.

“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 from a cost centre to a value centre in the eyes of your organisation by viewing calls as failure demand rather than your traditional metrics such as calls times and number of calls. Check out the show notes for more information 

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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. 

Website: https://www.theagilecontactcentre.com.au/

Blogs: https://www.theagilecontactcentre.com.au/blog

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

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Shownotes: 

What is Failure Demand and why it is important in reducing the effort it takes for customers to interact with your organisation and Arnie shares a personal example (1:00)

Discuss the difference between Value and Failure Demand (4:30)

How to start to tackling Failure demand – identifying the type of demand you are receiving and the benefit in engaging your people to drive this process from the start (6:15)

Arnie shares an example of Failure Demand, the pain for the customer and how simple it can be to find improvements quickly (9:45)

We share an example of Value Demand and why it’s good for the bottom line to focus on both Failure and Value demand and the opportunity for the contact centre to deliver more value to contact centre in the form of marketing, sales and cost reduction (15:30) 

Grab a pen! we to the practicalities of how to put in place a continuous improvement system to address Failure demand, identifying, prioritising, delivering and then tracking it over time (19:53)

The mindset required as a leader to make this work and the operating rhythm to support it and how to engage the rest of the business to support the improvement initiatives (24:11)

How a focus on Failure Demand will change the view the contact centre in your organisation from a cost centre to a value creation centre (26:35)

References: The Vanguard method https://vanguard-method.net/the-vanguard-method-and-systems-thinking/

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

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

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

Sean McGinn and Arnold Ho sit down again to discuss the most interesting and game-changing aspect of an agile contact centre. Scheduling and rosters. 

In an agile environment, the team would self-organise to address a customer's needs instead of being told what to do, therefore removing the need for centralised rostering and scheduling. Changing to this from a traditional environment requires time and changes to the system of work.  

Sean and Arnold pick this topic apart and provide some advice on how organisations could practice this themselves. 

In this episode, Sean McGinn and Arnold Ho dissect the topic of Customer Value Failure Demand. They explore what is is, why is it so important in an agile contact centre and how someone can bring this to life in their own contact centre. 

Head to the Agile Contact Centre website for more.