Podcast

The future of work is adaptive

32 | The Corporate Escapee

Having worked in corporate roles, agency roles and as an independent consultant, Michelle Fotheringham understands all too well about changing work preferences.

Today she is the Founder and CEO of Werkling and is on a mission to help leaders tap into the growing number of corporate escapees.

Learn more here: https://www.werkling.com

Find Michelle on LinkedIn: https://www.linkedin.com/in/michelle-fotheringham-0796063a

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.

Listen and subscribe where you get your favourite podcasts: https://anchor.fm/the-agile-contact-centre

Creating better employee experiences in the contact centre

36 | The Employee Experience Era | Part 2 Architecting the experience

In part 2 in our mini-series on the employee experience we talk about the journey of a contact centre employee and how to think about the architecture. 

We dive into expectations and experience, how Disney manage this and how knowing about the way we construct memories of experiences can help us build better ones.

Peak end rule - https://www.ted.com/talks/daniel_kahneman_the_riddle_of_experience_vs_memory

Listen and subscribe where you get your favourite podcasts: https://anchor.fm/the-agile-contact-centre

Creating better employee experiences in the contact centre

35 | The Employee Experience Era | Part 1 - How did we get here

We continue to see the impacts of the pandemic play out in weird and wonderful ways across contact centres.  

So far we have seen cloud technology become the norm, greater flexibility that comes from WFH and now an ultra competitive labour market, a.k.a  the war on talent and the great resignation, which all points to the humble contact centre employee becoming the centre of attention. And it's about time!

And what will this mean for digital servicing and the types of roles that exist in the future - will this be accelerated as organisations attempt to mitigate the impact of labour shortages by moving more and more interactions to digital. 

And what will that all mean for the customer experience as AI manages more and more conversations, will chatbots begin to make sense?

Stay tuned as we unpick it all and put it back together again.

Listen and subscribe where you get your favourite podcasts : https://anchor.fm/the-agile-contact-centre

Tips to working successfully from home

34 | Working from home

In this Ep we talk about growth mindset, Arnie gets handy and nearly loses an eye and then decides to take up BJJ (Brazilian Ju Jitsu) while Sean is learning to play the drums.....and we talk about working from home. 

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.

Listen and subscribe anywhere you get your podcasts: https://anchor.fm/the-agile-contact-centre

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

Self-organising teams

34 | Mooseheads on the table | Karen Tenelius and Lisa Gill

Karin Tenelius and Lisa Gill are authors of Mooseheads on the Table, a book about self-managing organisations from Sweden.

You can find them here: 

https://www.tuffleadershiptraining.com/

Karin on LinkedIn https://www.linkedin.com/in/karin-tenelius-06b2365/

Lisa on LinkedIn https://www.linkedin.com/in/lisa-gill-she-her-23815a4/

Leadermorphosis podcast https://leadermorphosis.co/

Lisa on Twitter https://twitter.com/disruptandlearn?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor


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.

Listen and subscribe anywhere you get your podcasts: https://anchor.fm/the-agile-contact-centre


Psychological safety in the contact centre

31 | Make work safe - mental health and psychological safety in the contact centre

“It’s ok, not to be ok”

In this latest episode we chat to Tom Ruijs and we unpack mental health, wellbeing and high-performance cultures which all have one thing in common, psychological safety.

Tom Ruijs is an Organisational Psychologist and Senior Consultant with AP Psychology.

This episode has so many nuggets of gold, so grab a pen and paper.

Nuggets include...

  • The simple act of 'noticing' as a leader and being intentional and purposeful in your support

  • Creating the space and safety for people to talk about mental illness

  • Considering job design in contact centres to improve mental health

  • Practical strategies on how you can identify and support yourself and your team

  • The role of psychological safety in creating a high-performance culture

Tom on LinkedIn https://www.linkedin.com/in/tom-ruijs-a67021181/?originalSubdomain=au

Check out the free resources available here : https://psychology-consulting.com/


Amy Edmondson on psychological safety –  her book The Fearless Organisation

Her Ted Talk videos https://www.ted.com/speakers/amy_edmondson

Here are some organisations that are here to help

Beyond Blue 1300 22 4636 https://www.beyondblue.org.au/home

Lifeline 13 11 14  https://www.lifeline.org.au/

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.

Listen and subscribe anywhere you get your podcasts: https://anchor.fm/the-agile-contact-centre

30 | The Customer Experience chat

We breakdown how Leaders in the contact centre can be thinking about 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

Podcast #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

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

Podcast #24 | The origin stories with Arnold Ho

It's time for Arnie's origin story and journey of how he came to be where he is today.

He talks about: 

- Shared KPI's

- Moving from command and control to agile leadership

- Taking teams outside the contact centre on the change journey

- Building business cases to get change across the line 

- Changing the perception of contact centres from cost centres to value centres 

Enjoy.

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

Podcast #23 | Coordinating teams to prioritise and make CX decisions in times of high customer demand with Sean & Arnie

This is a story that starts with improving failure demand but becomes a story of how a contact centre of 200+ people where able to coordinate, prioritise and make decisions in times of high customer demand to reduce wait times and deliver a great experience. 

When people are connected to the work they do, when they feel ownership and control over it, great things can happen.

Want to develop your leadership skills to be ready for the new world of contact centre work? Then check out our exclusive Agile Leadership for Customer Service teams training courses : 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

Podcast #22 | Unifying your tribes around the work using visualisation

Visualising the work can have a powerful effect when you are bringing together the tribes in your contact centre or across your organisation. By helping teams see the work they have in common and their role in getting it done, they find commonalities and linkages they didn't see before. This means they can provide a better CX and as a result they also build stronger social bonds through a deeper sense of empathy.

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

Podcast #21 | Developing an experimentation mindset with Sean and Arnie

In this episode Sean and Arnie talk about the art of experimentation and recall a time when Sean began experimenting with agile tools for the first time.

Want to develop your leadership skills to be ready for the new world of contact centre work? Then check out our exclusive Agile Leadership for Customer Service teams training courses : 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

Podcast #20 | Origin Story with Sean McGinn

It's time for my origin story and although slightly unnerving to be the guest on our own podcast it was a lot of fun chatting to my pal Arnie and sharing my leadership journey of how I came to be where I am today. 

Enjoy. 

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

Podcast #19 | Scaling a contact centre and going global

Podcast #18 | Improving the customer experience and reducing Failure Demand

Gregor talks us through how his teams have improved CX and changed the perception the organisation has of contact centres from a cost centre to value centre. 

A focus on the cause of the demand coming into your contact centre allows teams to build a highly scalable operation with the resilience to deal with a complex and changing environment.

Rate my Agent are Australia's No. 1 real estate agent ratings and statistics website, providing recommendations, rankings & reviews for real estate agents in Australia.

Australian site:  https://www.ratemyagent.com.au

US site: https://www.ratemyagent.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.

Our exclusive Agile Leadership for Contact Centre 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

Podcast #17 | High performing cultures built on values and trust | Gregor Hartnell

Gregor Hartnell the VP of Operations at Rate My Agent shares his experiences building the leadership mindset to be able to lead in an environment of shared KPI’s, the benefits of shared accountability when people support each other to achieve a better result for the team over the individual and the million dollar question – how to manage performance of people that are not performing when there is a shared KPI.

Our exclusive Agile Leadership for Contact Centre teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams

Rate my Agent are Australia's No. 1 real estate agent ratings and statistics website, providing recommendations, rankings & reviews for real estate agents in Australia.

Australian site:  https://www.ratemyagent.com.au

US site: https://www.ratemyagent.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

Podcast #16 | Blain Slater | TSA

In this episode we chat to Blain Slater from TSA, who shines a light on managing the brand and customer experience in outsourced contact centres.

He also shares his leadership journey, from being ‘on the phones’ to the Executive team.

https://tsagroup.com.au/

Show notes

Drive - a book by Dan Pink

https://www.goodreads.com/book/show/6452796-drive?ac=1&from_search=true&qid=oLr2QJJbOs&rank=1

Cornerstone LMS - online learning platform

https://www.cornerstoneondemand.com.au/learning

The five dysfunctions of a team - a book by Patrick Lencioni

https://www.goodreads.com/book/show/21343.The_Five_Dysfunctions_of_a_Team

Fist of Five - simple way for teams to show their confidence in decisions

https://www.lucidmeetings.com/glossary/fist-five#:~:text=The%20Fist%20to%20Five%20is,wild%20enthusiasm%20(Jazz%20hands!)&text=One%20way%20to%20define%20the%20Fist%20to%20Five%20scale.

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

Podcast #15 | Dan Watts | Rapid Building Inspections

Joining us is Dan Watts, the Founder of Rapid Building Inspections and our first guest outside of the contact centre world.

We found Dan through our network of loyal subscribers and we were not disappointed with what he had to share.

https://www.rapidbuildinginspections.com.au

We think you'll find that his leadership style, principles and practices are 100% transferable to the contact centre environment.

Do you know someone you think would make a great guest - or are you our next guest? email us at info@theagilecontactcentre.com.au with the details and we'll be in touch.

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

Podcast #14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service team

In this episode we talk to Rachel Garrett, who delivers some invaluable insights and tips into leadership in a remote working world.  

Perhaps the biggest one is to make being a genuine and authentic person your first priority and using that to influence your approach to work and leadership but she shares many more. Rachel Garrett is the NZ Lead for Shopify's Servicing team and is the creator of a remote working collaboration group on LinkedIn called Remote Work New Zealand find it here https://www.linkedin.com/groups/13805842  

The (many) highlights:  

- Authentic leadership through finding your personal purpose and values - How knowing what you want from your life and career allows you to take some risks

- Scaleable Leadership: developing a leadership mindset in all your people, not just those with the title of leader 

- Building the social connections you would normally see in a bricks and mortar office, in a remote environment by being deliberate about how your teams share and connect

- The Trust battery: how to build trust and call out behaviours that break trust 

- Turning your purpose into outcomes that your teams can own and achieve 

- Keeping KPI's relevant and using them as a prompt for coaching rather than an absolute pass or fail indicator 

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

Podcast#13 | Leading productive and engaged remote teams

Once again this snippet comes from our podcast with Marcie & Eduardo and they talk us through how to foster productive and engaged teams when leading remotely. They draw on their experiences in establishing a 2000 seat contact centre at Shopify, which is 95% remote.

Marcie Murray held the role of Director of Support at Shopify when they established their contact centre and grew the team from 95 to 2000.

Eduardo Nofeuntes is the Founder of The Agile Contact Centre and The Agile 11 and has helped leaders all over the world transform their contact centres.

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