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.

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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