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The Calling (formerly The Agile Contact Centre Podcast) • Listen on Fountain

The Calling (formerly The Agile Contact Centre Podcast)

Callo Consulting

Show • 64 episodes

The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.

Balancing technology with empathy in the contact centreEpisode • Aug 26, 2024

Balancing AI and human connection in the contact centreEpisode • Aug 12, 2024

AI is the future of CXEpisode • Jul 29, 2024

Better service design is better for businessEpisode • Jul 15, 2024

Serving the community starts with listening to themEpisode • Jul 1, 2024

How incorporating international attitudes can improve Australian service cultureEpisode • Jun 17, 2024

AI integration means more space for experts in the contact centreEpisode • Jun 4, 2024

Humans, not machines, are the future of customer serviceEpisode • May 20, 2024

Innovation means breaking the rulesEpisode • May 6, 2024

How delegating mundane tasks to AI leads to more engaged employeesEpisode • Apr 22, 2024

Great CX is more than skin deepEpisode • Apr 10, 2024

The shift to self-scheduled workEpisode • Mar 25, 2024

How Zoom CX is reshaping the service experienceEpisode • Mar 11, 2024

Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomesEpisode • Feb 26, 2024

The omnipresence of omnichannelEpisode • Feb 12, 2024

Charity begins at home: World Vision Australia’s approach to customer supportEpisode • Jan 29, 2024

Helping employees to help the worldEpisode • Jan 29, 2024

Introducing 'The Calling'Episode • Jan 29, 2024

44 | Dan Hill-Smith | Human-centred leadershipEpisode • Mar 20, 2023

43 | Russ Murphy | Transforming Service NSWEpisode • Jan 30, 2023

42 | Scott Doyle | Brave LeadershipEpisode • Nov 3, 2022

41 | Brad Shaw | Leading without rulesEpisode • Jun 28, 2022

40 | James Witcombe | Recruiting in 2022 and beyondEpisode • May 2, 2022

39 | Julie-Anne Hazlett | Workforce Optimisation & Endurance CyclingEpisode • Apr 25, 2022

38 | Luke Jamieson | Unlocking the power of intrinsic motivationEpisode • Apr 12, 2022

37 | Severance with Hannah GeeEpisode • Mar 4, 2022

36 | The employee experience era | Part 2 - Architecting the experienceEpisode • Feb 24, 2022

35 | The employee experience era | Part 1 - How did we get here?Episode • Feb 22, 2022

34 | We are back and working from homeEpisode • Jan 31, 2022

33 | Mooseheads on the Table | Karin Tenelius & Lisa GillEpisode • Sep 27, 2021

32 | The Corporate EscapeeEpisode • Aug 19, 2021

31 | Making work safeEpisode • Aug 8, 2021

30 | The CX chatEpisode • Jul 20, 2021

29 | Munirah Looi | Leadership through disruption and changeEpisode • Jun 12, 2021

28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centreEpisode • May 25, 2021

BONUS | Improving peoples lives through their workEpisode • Apr 1, 2021

27 | 5-Steps to Building a Continuous Improvement CultureEpisode • Mar 19, 2021

26 | Eduardo Nofuentes | The Founder origin storyEpisode • Jan 22, 2021

25 | The 2020/21 Contact Centre Best Practice ReportEpisode • Nov 6, 2020

24 | The origin stories with Arnold HoEpisode • Oct 27, 2020

23 | Coordinating teams to prioritise and make CX decisions in times of high customer demand with Sean & ArnieEpisode • Oct 12, 2020

22 | Developing an experimentation mindset with Sean and ArnieEpisode • Oct 12, 2020

21 | The origin story with Sean McGinn | Unifying your tribes around the work using visualisationEpisode • Sep 27, 2020

20 | The origin stories | Sean McGinnEpisode • Sep 25, 2020

19 | Gregor Hartnell | Scaling a contact centre and going globalEpisode • Sep 1, 2020

18 | Improving the CX, Gregor Hartnell talks to us about failure demandEpisode • Aug 31, 2020

17 | High performing cultures built on values and trust | Gregor HartnellEpisode • Aug 25, 2020

16 | Blaine Slater | TSA | Bringing to life the brand and customer experience in outsourced contact centresEpisode • Jul 16, 2020

15 | Dan Watts | Rapid Building Inspections | Fostering a people first cultureEpisode • Jul 8, 2020

Bonus episode | We have hit a big milestone and we are celebrating with some exciting newsEpisode • Jul 7, 2020

14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service teamEpisode • Jun 24, 2020

13 | Leading productive and engaged remote teamsEpisode • Jun 4, 2020

12 | From TEAM to COMMUNITY with Marcie Murray from ShopifyEpisode • Jun 3, 2020

11 | Failure Demand | The 'how to guide' on improving the customer experienceEpisode • Jun 2, 2020

10 | Trust with Tim Buzza from IAGEpisode • Jun 1, 2020

9 | The Productivity Paradigm | Never look at productivity the same way againEpisode • May 21, 2020

8 | Self-organising teams | Unleash the human potential in your team to create a customer experience with no limits!Episode • May 14, 2020

7 | How to run 'safe-to-fail' experiments and build continuous improvement into your operationsEpisode • May 4, 2020

6 | Marcie Murray | Shopify | Hear the story of how they set up a 2000 seat contact centre to work remotely, from day 1Episode • Apr 15, 2020

5 | Deanne Martin | Seek | Agile recruitment and how to amplify the CX in your contact centreEpisode • Mar 9, 2020

4 | Tim Buzza | How to scale self managed rosters for 400 people using a trust based systemEpisode • Feb 13, 2020

3 | Understanding failure demand to transform your cost centre to a value centreEpisode • Feb 5, 2020

2 | Lauren Reid | ESS Super | Achieving outstanding CSAT results and telling the agile storyEpisode • Jan 15, 2020

1 | Anand Rego | OUA | Shared KPIs, purpose-driven teams & servant leadershipEpisode • Dec 4, 2019

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