CX

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

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Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast

RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO

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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

Find your edge and turn constraints into opportunities

Find your edge and turn constraints into opportunities

Our ability to adapt and respond quickly when faced with constraints is always being tested.

Constraints can suck but they lead to exciting new realities.

Creating value within these constraints delivers secondary benefits when paradigms are busted, new capabilities are developed and we forge new mindsets. We find our edge.

Disruption and new ways of thinking

Disruption and new ways of thinking

The role of the contact centres and service delivery function in many organisations is long overdue for change.

The status quo has been disrupted and that has cracked open the door for a conversation to take place about how service teams deliver value. This should lead to a transformation in the way we organise, plan, deliver and lead across the service industry.