31 episodes

Reinventing the contact centre world ...one podcast at a time.
Tales, tips and tools that will help you deliver outstanding experiences to your customers and your people

The Agile Contact Centre Podcast The Agile Contact Centre

    • Business
    • 5.0 • 1 Rating

Reinventing the contact centre world ...one podcast at a time.
Tales, tips and tools that will help you deliver outstanding experiences to your customers and your people

    30 | The CX chat

    30 | The CX chat

    We breakdown the role of the Leader in the contact centre and the things you should think about when designing your contact centre around the customer. 

    Check out our blog : 6 ways to improve customer experience in your contact centre

    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

    • 47 min
    29 | Munirah Looi | Leadership through disruption and change

    29 | Munirah Looi | Leadership through disruption and change

    Over the last 18 months Munirah has lead her people though an incredible period of disruption and change. She is a living example of how staying true to yourself and leading with purpose and values is not just the right thing to do, its also great for business. 

    Munirah Looi is the CEO and Founder of Brandt International, a CX and BPO consultancy based in Malaysia. 

    https://brandtinternational.com/

    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

    • 1 hr 2 min
    28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centre

    28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centre

    The world of technology in the contact centre has advanced incredibly fast since covid, nowadays cloud based solutions are the norm and this is opening up the possibilities of how to deliver the amazing CX experience we all strive for without the cost and overheads that once came with it.

    Jonathan Barouch is the CEO & Founder of Local Measure

    https://www.localmeasure.com  

    Phil Zammit is the GM of CX at Amazon Web Services

    https://aws.amazon.com/connect

    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.

    Our exclusive Live-Online Agile Leadership for Customer Service teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams

    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

    • 58 min
    27 | 5-Steps to Building a Continuous Improvement Culture

    27 | 5-Steps to Building a Continuous Improvement Culture

    Download your Guide to Building a Continuous Improvement Culture 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.

    Our exclusive Live-Online Agile Leadership for Customer Service teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams

    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

    • 50 min
    26 | Eduardo Nofuentes | The Founder origin story

    26 | Eduardo Nofuentes | The Founder origin story

    Eduardo is the Founder of The Agile Contact Centre, The Agile 11 and Neu21 (neu21.com) a groundbreaking organisational design consultancy.

    In this episode he talks about his origin story, beginning with REA a.k.a - Real Estate.com and stumbling quite by accident on becoming a contact centre leader and how he pioneered using agile outside of the technology world. 

    He covers: 

    - Brave Leadership and trusting teams to be the creators of their own destiny 

    - The importance of looking at the whole system to see beneath the symptoms and affect real change

    - Creating a culture of continuous improvement, beyond the tools and methodologies

    - Engaging the whole organisation on the change journey 

    - Fostering self-organising teams 

    - Sharing his mindset in those times when you don't have all the answers

    Enjoy the show.

    For case studies of how leaders like you have transformed their contact centre head to our website

    And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams

    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

    • 57 min
    25 | The 2020/21 Contact Centre Best Practice Report

    25 | The 2020/21 Contact Centre Best Practice Report

    In our latest episode we summarise the key findings from the SMAART Recruitment 2020/21 Contact Centre Best Practice Report and give you 3 recommendations to be ready for 2021 and beyond.

    The report gathers data from 165 contact centres across Australia to understand the trends and challenges in leading the modern contact centre, including a deep dive on the impacts of COVID.

    As a key contributor to the report we focused on these dimensions of modern contact centre management:
    - Leading with Purpose
    - Customer Experience
    - Leadership
    - Strategy & Planning
    - Continuous improvement
    - Change management

    For case studies of how leaders like you have transformed their contact centre head to our website

    And if you want to level up your leadership skills to lead the modern contact centre check out our exclusive Live-Online Agile Leadership for Customer Service teams: https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams

    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

    • 13 min

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