When customer aggression is rising and peak season pressure is on, the standard response is to focus on metrics and "be tough." But what if the secret to a high-performing team isn't about hardening up, but about "staying soft"? This conversation explores how compassionate, people-first leadership is the key to building resilient, positive, and genuinely effective teams.

This is the core philosophy of Angela Canton, Regional Customer Experience Manager at New Zealand Couriers, who joins The Kiwi CX Collective. She shares her incredible journey—from a self-described "terrified introvert" at Inland Revenue to leading high-stakes teams at Hato Hone St. John, to delivering on the promise at New Zealand Couriers. Angela explains her "people-first" mindset and how she builds a strong, supportive culture in the face of digital change and rising customer entitlement.

We explore why "Quality" is a more vital metric than AHT and the practical strategies for building a truly human-centric team:

• The "Human X-Factor": Why did Angela personally review 500 CVs without AI, and what was she looking for?
• Coaching "Digital Natives": How do you "go gently" and empower a generation that is hesitant to use the voice channel?
• Leading Through Pressure: What is the "oxygen mask" strategy, and how does it help team leaders survive peak season?
• Protecting Your People: How can you use de-escalation training and technology (like profanity filters) to protect agents from a rise in customer aggression and incivility?
• Angela's "Magic Wand Wish": What is the one thing she believes would fix customer experience from the ground up?

This is an essential listen for any contact centre team leader, operations manager, or CX executive who wants to build a truly positive and high-performing team. If you're looking for practical strategies to navigate pressure, champion compassion, and build a culture where people feel safe and valued, this episode is for you.

Guest: Angela Canton, Regional Customer Experience Manager at New Zealand Couriers

Connect with Angela:
LinkedIn: Angela Canton 

Keywords: Contact Centre Leadership, Customer Experience (CX), Team Culture, Psychological Safety, Employee Engagement, Compassionate Leadership, Coaching, Digital Natives, De-escalation, Resilience, New Zealand Business, CX Leadership, Agent Experience (AX), NZ Couriers.

Connect with CCNNZ: Website | LinkedIn | YouTube | Facebook

Connect with Elias Kanaris: Email | LinkedIn