The Calling (formerly The Agile Contact Centre Podcast‪)‬ Callo Consulting

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well?

Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and opportunity in the customer service industry and has committed himself to finding creative solutions to common problems. 

In this episode, Luke digs into AI and the opportunity it presents to improve the employee experience by providing meaningful, impactful changes to their work life. He also gives a sneak preview of his upcoming book about creating sustainable employee engagement and how to use AI to ignite the creative “spark”.

 

Resources and links:


Luke Jamieson website
Luke Jamieson on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience.

In this episode, Emma will discuss the importance of designing a good employee experience and how that influences the customer experience. She also sheds light on how MECCA is approaching CX differently and how she managed a team that grew from just ten employees to over a hundred in under two years during the COVID-19 pandemic.

 

Resources and links:


MECCA website
Emma Stapleton on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace.

In this episode, Tim demystifies the concepts of autonomy and flexibility in the work environment, outlining their advantages for both employees and employers. He’ll also recount a compelling case study where enhanced flexibility led to a remarkable turnaround for a contact centre agent, showcasing the real-world impact of Verint's TimeFlex Bot.

 

Resources and links:


Verint TimeFlex Bot (formerly Attune Work Solutions) website
Tim Buzza on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe.

In this episode, Dina and Phil explain how the latest technology from Zoom CX is changing the customer experience for businesses. They also highlight the trends they’re seeing across the industry and share their predictions for AI and tech in CX.

 

Resources and links:


Zoom website
Dina Levy on LinkedIn
Phil Zammit on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre.

In this episode, Peter tells the story of how he went from working in contact centres to founding Operative Intelligence, and how they use AI to analyse customer speech and identify actionable changes for businesses. He also explains the concept of failure demand, how it impacts businesses, and how improving services to limit failure demand benefits everyone.

 

Resources and links:


Operative Intelligence website
Peter Iansek on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Politix, and Witchery.

In this episode, Daniele shares his experience with contact centres, what makes retail contact centres different, why businesses need omnichannel and how to streamline it. With Covid-19 changing everything for retail brands and contact centres, Daniele also shares the suggestion he coincidentally made before everyone knew they needed it: working from home.

 

Resources and links:


Daniele Iezzi on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

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