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The Calling (formerly The Agile Contact Centre Podcast) podcast

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The Calling (formerly The Agile Contact Centre Podcast)

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  Callo Consulting  

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.

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.

 

All

Progress

Duration

Release Date

#63

Balancing technology with empathy in the contact centre

Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is ... more

26 Aug 2024

49 MINS

49:36

26 Aug 2024

#62

Balancing AI and human connection in the contact centre

Cameron Geason is the General Manager of Retail Operations at Origin Energy. Origin Energy... more

12 Aug 2024

45 MINS

45:00

12 Aug 2024

#61

AI is the future of CX

Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institut... more

29 Jul 2024

38 MINS

38:03

29 Jul 2024

#60

Better service design is better for business

Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company sp... more

15 Jul 2024

45 MINS

45:00

15 Jul 2024

#59

Serving the community starts with listening to them

Greg Curcio is the Director of Customer and Performance for Knox City Council. Knox is loc... more

01 Jul 2024

22 MINS

22:42

01 Jul 2024

#58

How incorporating international attitudes can improve Australian service culture

Sharon Melamed is the Founder and Managing Director of Matchboard. Matchboard is a matchma... more

17 Jun 2024

37 MINS

37:00

17 Jun 2024

#57

AI integration means more space for experts in the contact centre

At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific re... more

04 Jun 2024

38 MINS

38:17

04 Jun 2024

#56

Humans, not machines, are the future of customer service

Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. S... more

20 May 2024

47 MINS

47:03

20 May 2024

#55

Innovation means breaking the rules

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 ... more

06 May 2024

42 MINS

42:34

06 May 2024

#54

How delegating mundane tasks to AI leads to more engaged employees

AI has been on the lips of every industry in recent years, with contact centres particular... more

22 Apr 2024

32 MINS

32:09

22 Apr 2024

#53

Great CX is more than skin deep

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest bea... more

10 Apr 2024

43 MINS

43:20

10 Apr 2024

#52

The shift to self-scheduled work

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), j... more

25 Mar 2024

42 MINS

42:37

25 Mar 2024

#51

How Zoom CX is reshaping the service experience

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-... more

11 Mar 2024

31 MINS

31:13

11 Mar 2024

#50

Failure demand: Leverage your contact centre insights to drive better commercial and employee outcom...

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence i... more

26 Feb 2024

29 MINS

29:08

26 Feb 2024

#49

The omnipresence of omnichannel

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the C... more

12 Feb 2024

36 MINS

36:48

12 Feb 2024

#48

Charity begins at home: World Vision Australia’s approach to customer support

Elisa Iurato is the Chief of Community, Retail & Supporter Experience for World Vision Aus... more

29 Jan 2024

28 MINS

28:31

29 Jan 2024

#47

Helping employees to help the world

Jono Kirk is the Executive Director of Supporter Experience at Compassion Australia. Compa... more

29 Jan 2024

30 MINS

30:46

29 Jan 2024

#46

Introducing 'The Calling'

Today we have a quick announcement. We're changing the name of the show. From today, the p... more

29 Jan 2024

01 MINS

01:12

29 Jan 2024

#45

44 | Dan Hill-Smith | Human-centred leadership

Dan Hill-Smith is the Chief Operating Officer at [TSA Group] (https://tsagroup.com.au/)   ... more

20 Mar 2023

37 MINS

37:01

20 Mar 2023

#44

43 | Russ Murphy | Transforming Service NSW

In this episode we talk to Russ Murphy, the Director of Regional Service Centres at Servic... more

30 Jan 2023

42 MINS

42:14

30 Jan 2023

#43

42 | Scott Doyle | Brave Leadership

[Scott Doyle] (https://www.linkedin.com/in/scott-doyle-7787a465/) has been on quite a lead... more

03 Nov 2022

50 MINS

50:40

03 Nov 2022

#42

41 | Brad Shaw | Leading without rules

In this episode we talk to Brad Shaw, entrepreneur, CEO and Leader, who has had a signific... more

28 Jun 2022

56 MINS

56:53

28 Jun 2022

#41

40 | James Witcombe | Recruiting in 2022 and beyond

James is a stalwart within the Aussie contact centre market, he has seen a lot of change i... more

02 May 2022

1 HR 19 MINS

1:19:28

02 May 2022