The Calling (formerly The Agile Contact Centre Podcast)
By Callo Consulting
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Category: Management
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Subscribers: 2
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Episodes: 63
Description
The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.
| Episode | Date |
|---|---|
|
Balancing technology with empathy in the contact centre
|
Aug 26, 2024 |
|
Balancing AI and human connection in the contact centre
|
Aug 12, 2024 |
|
AI is the future of CX
|
Jul 29, 2024 |
|
Better service design is better for business
|
Jul 15, 2024 |
|
Serving the community starts with listening to them
|
Jul 01, 2024 |
|
How incorporating international attitudes can improve Australian service culture
|
Jun 17, 2024 |
|
AI integration means more space for experts in the contact centre
|
Jun 04, 2024 |
|
Humans, not machines, are the future of customer service
|
May 20, 2024 |
|
Innovation means breaking the rules
|
May 06, 2024 |
|
How delegating mundane tasks to AI leads to more engaged employees
|
Apr 22, 2024 |
|
Great CX is more than skin deep
|
Apr 10, 2024 |
|
The shift to self-scheduled work
|
Mar 25, 2024 |
|
How Zoom CX is reshaping the service experience
|
Mar 11, 2024 |
|
Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes
|
Feb 26, 2024 |
|
The omnipresence of omnichannel
|
Feb 12, 2024 |
|
Charity begins at home: World Vision Australia’s approach to customer support
|
Jan 29, 2024 |
|
Helping employees to help the world
|
Jan 29, 2024 |
|
Introducing 'The Calling'
|
Jan 29, 2024 |
|
44 | Dan Hill-Smith | Human-centred leadership
|
Mar 20, 2023 |
|
43 | Russ Murphy | Transforming Service NSW
|
Jan 30, 2023 |
|
42 | Scott Doyle | Brave Leadership
|
Nov 03, 2022 |
|
41 | Brad Shaw | Leading without rules
|
Jun 28, 2022 |
|
40 | James Witcombe | Recruiting in 2022 and beyond
|
May 02, 2022 |
|
39 | Julie-Anne Hazlett | Workforce Optimisation & Endurance Cycling
|
Apr 25, 2022 |
|
38 | Luke Jamieson | Unlocking the power of intrinsic motivation
|
Apr 12, 2022 |
|
37 | Severance with Hannah Gee
|
Mar 04, 2022 |
|
36 | The employee experience era | Part 2 - Architecting the experience
|
Feb 24, 2022 |
|
35 | The employee experience era | Part 1 - How did we get here?
|
Feb 22, 2022 |
|
34 | We are back and working from home
|
Jan 31, 2022 |
|
33 | Mooseheads on the Table | Karin Tenelius & Lisa Gill
|
Sep 27, 2021 |
|
32 | The Corporate Escapee
|
Aug 19, 2021 |
|
31 | Making work safe
|
Aug 08, 2021 |
|
30 | The CX chat
|
Jul 20, 2021 |
|
29 | Munirah Looi | Leadership through disruption and change
|
Jun 12, 2021 |
|
28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centre
|
May 25, 2021 |
|
27 | 5-Steps to Building a Continuous Improvement Culture
|
Mar 19, 2021 |
|
26 | Eduardo Nofuentes | The Founder origin story
|
Jan 22, 2021 |
|
25 | The 2020/21 Contact Centre Best Practice Report
|
Nov 06, 2020 |
|
24 | The origin stories with Arnold Ho
|
Oct 27, 2020 |
|
23 | Coordinating teams to prioritise and make CX decisions in times of high customer demand with Sean & Arnie
|
Oct 12, 2020 |
|
22 | Developing an experimentation mindset with Sean and Arnie
|
Oct 12, 2020 |
|
21 | The origin story with Sean McGinn | Unifying your tribes around the work using visualisation
|
Sep 27, 2020 |
|
20 | The origin stories | Sean McGinn
|
Sep 25, 2020 |
|
19 | Gregor Hartnell | Scaling a contact centre and going global
|
Sep 01, 2020 |
|
18 | Improving the CX, Gregor Hartnell talks to us about failure demand
|
Aug 31, 2020 |
|
17 | High performing cultures built on values and trust | Gregor Hartnell
|
Aug 25, 2020 |
|
16 | Blaine Slater | TSA | Bringing to life the brand and customer experience in outsourced contact centres
|
Jul 16, 2020 |
|
15 | Dan Watts | Rapid Building Inspections | Fostering a people first culture
|
Jul 08, 2020 |
|
Bonus episode | We have hit a big milestone and we are celebrating with some exciting news
|
Jul 07, 2020 |
|
14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service team
|
Jun 24, 2020 |
|
13 | Leading productive and engaged remote teams
|
Jun 04, 2020 |
|
12 | From TEAM to COMMUNITY with Marcie Murray from Shopify
|
Jun 03, 2020 |
|
11 | Failure Demand | The 'how to guide' on improving the customer experience
|
Jun 02, 2020 |
|
10 | Trust with Tim Buzza from IAG
|
Jun 01, 2020 |
|
9 | The Productivity Paradigm | Never look at productivity the same way again
|
May 21, 2020 |
|
8 | Self-organising teams | Unleash the human potential in your team to create a customer experience with no limits!
|
May 14, 2020 |
|
7 | How to run 'safe-to-fail' experiments and build continuous improvement into your operations
|
May 04, 2020 |
|
6 | Marcie Murray | Shopify | Hear the story of how they set up a 2000 seat contact centre to work remotely, from day 1
|
Apr 15, 2020 |
|
5 | Deanne Martin | Seek | Agile recruitment and how to amplify the CX in your contact centre
|
Mar 09, 2020 |
|
4 | Tim Buzza | How to scale self managed rosters for 400 people using a trust based system
|
Feb 13, 2020 |
|
3 | Understanding failure demand to transform your cost centre to a value centre
|
Feb 05, 2020 |
|
2 | Lauren Reid | ESS Super | Achieving outstanding CSAT results and telling the agile story
|
Jan 15, 2020 |
|
1 | Anand Rego | OUA | Shared KPIs, purpose-driven teams & servant leadership
|
Dec 04, 2019 |