productivity

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

Podcast #9 | The Productivity Paradigm

In this episode Arnie and I take a meandering walk through the productivity paradigm, it’s a paradigm because of the entrenched nature of the way we think about our approach getting work done. 

Like a good stroll we take some twists and turns but we keep coming back to a few central principles ... trust, shared accountability, value creation and focusing on the systems that create the work.

By thinking and working in this way you change the goal from just getting through the calls or emails to understanding how you can help your teams perform the work better and ultimately help your organisation reduce the amount of work needing to be done. 

Paradigms like productivity can serve us well but inevitably paradigms must change so that we can adapt to make work better. 

We hope this provides not only food for thought but some ways for you to reframe what getting the work done means in your contact centre.

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