All episodes

Balancing technology with empathy in the contact centre

Balancing AI and human connection in the contact centre

AI is the future of CX

Better service design is better for business

Serving the community starts with listening to them

How incorporating international attitudes can improve Australian service culture

AI integration means more space for experts in the contact centre

Humans, not machines, are the future of customer service

Innovation means breaking the rules

How delegating mundane tasks to AI leads to more engaged employees

Great CX is more than skin deep

The shift to self-scheduled work

How Zoom CX is reshaping the service experience

Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes

The omnipresence of omnichannel

Charity begins at home: World Vision Australia’s approach to customer support

Helping employees to help the world

Introducing 'The Calling'

44 | Dan Hill-Smith | Human-centred leadership

43 | Russ Murphy | Transforming Service NSW

42 | Scott Doyle | Brave Leadership

41 | Brad Shaw | Leading without rules

40 | James Witcombe | Recruiting in 2022 and beyond

39 | Julie-Anne Hazlett | Workforce Optimisation & Endurance Cycling

38 | Luke Jamieson | Unlocking the power of intrinsic motivation

37 | Severance with Hannah Gee

36 | The employee experience era | Part 2 - Architecting the experience

35 | The employee experience era | Part 1 - How did we get here?

34 | We are back and working from home

33 | Mooseheads on the Table | Karin Tenelius & Lisa Gill

32 | The Corporate Escapee

31 | Making work safe

30 | The CX chat

29 | Munirah Looi | Leadership through disruption and change

28 | Local Measure and Amazon Connect | Personalised, scalable CX in the contact centre

27 | 5-Steps to Building a Continuous Improvement Culture

26 | Eduardo Nofuentes | The Founder origin story

25 | The 2020/21 Contact Centre Best Practice Report

24 | The origin stories with Arnold Ho

23 | Coordinating teams to prioritise and make CX decisions in times of high customer demand with Sean & Arnie

22 | Developing an experimentation mindset with Sean and Arnie

21 | The origin story with Sean McGinn | Unifying your tribes around the work using visualisation

20 | The origin stories | Sean McGinn

19 | Gregor Hartnell | Scaling a contact centre and going global

18 | Improving the CX, Gregor Hartnell talks to us about failure demand

17 | High performing cultures built on values and trust | Gregor Hartnell

16 | Blaine Slater | TSA | Bringing to life the brand and customer experience in outsourced contact centres

15 | Dan Watts | Rapid Building Inspections | Fostering a people first culture

Bonus episode | We have hit a big milestone and we are celebrating with some exciting news

14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service team

13 | Leading productive and engaged remote teams

12 | From TEAM to COMMUNITY with Marcie Murray from Shopify

11 | Failure Demand | The 'how to guide' on improving the customer experience

10 | Trust with Tim Buzza from IAG

9 | The Productivity Paradigm | Never look at productivity the same way again

8 | Self-organising teams | Unleash the human potential in your team to create a customer experience with no limits!

7 | How to run 'safe-to-fail' experiments and build continuous improvement into your operations

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

5 | Deanne Martin | Seek | Agile recruitment and how to amplify the CX in your contact centre

4 | Tim Buzza | How to scale self managed rosters for 400 people using a trust based system

3 | Understanding failure demand to transform your cost centre to a value centre

2 | Lauren Reid | ESS Super | Achieving outstanding CSAT results and telling the agile story

1 | Anand Rego | OUA | Shared KPIs, purpose-driven teams & servant leadership