Tim Buzza and the team at IAG have achieved the impossible, they have created a system for people to self-manage their rosters, at scale, without any additional review or approval.

This is anything but a podcast about rostering, its a unique insights into how the human systems in your contact centre can flourish when you focus on trust, flexibility and collaboration.

Here are some of the highlights:

• How they went about creating an app for hundreds of people to self manage roster changes.
• The innovative feedback loop in place so people know if they have made a helpful change or not.
• The transformative impacts this has had on the lives of the people working there.

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 for the better.

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Website: https://www.theagilecontactcentre.com.au/

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This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.