The Omnipresence Of Omnichannel The Calling (formerly The Agile Contact Centre Podcast) podcast

Artwork

Business MBA Adam Jaffreys Callo Consulting Contact Centre

Player FM - Internet Radio Done Right

Added three years ago

Content provided by Adam Jaffrey and Callo Consulting. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adam Jaffrey and Callo Consulting or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

<

<div class="span index">1</div> <span><a class="" data-remote="true" data-type="html" href="/series/action-academy-replace-the-job-you-hate-with-a-life-you-love">Action Academy | Replace The Job You Hate With A Life You Love</a></span>

<div class="span index">1</div> <span><a class="" data-remote="true" data-type="html" href="/series/action-academy-replace-the-job-you-hate-with-a-life-you-love">Action Academy | Replace The Job You Hate With A Life You Love</a></span> podcast artwork

<div class="span index">1</div> <span><a class="" data-remote="true" data-type="html" href="/series/action-academy-replace-the-job-you-hate-with-a-life-you-love">Action Academy | Replace The Job You Hate With A Life You Love</a></span> podcast artwork

1
Action Academy | Replace The Job You Hate With A Life You Love

1 day ago1d ago

Daily

Ready to replace your 6-figure salary with real freedom? This is the podcast for high earners who feel stuck in jobs they’ve outgrown. If you’re asking, “How do I actually replace $10K–$20K/month so I can quit and never look back?” — welcome home. At Action Academy, we teach you how to buy small businesses and commercial real estate to create cash flow that actually replaces your job. Monday through Friday, you’ll learn from 7–9 figure entrepreneurs, real estate moguls, and acquisition pros who’ve done it — and show you how to do it too. Hosted by Brian Luebben (@brianluebben), who quit his 6-figure sales role in 2022 to build a global business while traveling the world. If you're a high-income earner ready to become a high-impact entrepreneur, this show is your playbook. Subscribe now and start your path to freedom — or keep pretending your job will get better someday....

The Calling (formerly The Agile Contact Centre Podcast) « »
The omnipresence of omnichannel

about a year ago 36:48

Share

MP3•Episode home

Content provided by Adam Jaffrey and Callo Consulting. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adam Jaffrey and Callo Consulting or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Politix, and Witchery.

In this episode, Daniele shares his experience with contact centres, what makes retail contact centres different, why businesses need omnichannel and how to streamline it. With Covid-19 changing everything for retail brands and contact centres, Daniele also shares the suggestion he coincidentally made before everyone knew they needed it: working from home.

Resources and links:

Daniele Iezzi on LinkedIn

Connect:

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

… continue reading

63 episodes

#Business #MBA #Adam Jaffreys #Callo Consulting #Contact Centre

Artwork

The omnipresence of omnichannel

The Calling (formerly The Agile Contact Centre Podcast)

published about a year ago

Share

MP3•Episode home

Content provided by Adam Jaffrey and Callo Consulting. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adam Jaffrey and Callo Consulting or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Politix, and Witchery.

In this episode, Daniele shares his experience with contact centres, what makes retail contact centres different, why businesses need omnichannel and how to streamline it. With Covid-19 changing everything for retail brands and contact centres, Daniele also shares the suggestion he coincidentally made before everyone knew they needed it: working from home.

Resources and links:

Daniele Iezzi on LinkedIn

Connect:

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

… continue reading

63 episodes

#Business #MBA #Adam Jaffreys #Callo Consulting #Contact Centre

All episodes

×

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Balancing technology with empathy in the contact centre 49:36

35 weeks ago49:36

49:36

Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world. In this episode, Ryan discusses how to turn a contact centre into a value centre, the role of AI and balancing technology with human empathy, and the importance of cultivating a good employee experience. He also shares the challenges of operating a contact centre through the pandemic and the lessons he learned from those experiences. Resources and links: Who Gives A Crap website Ryan Klausner on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Balancing AI and human connection in the contact centre 45:00

37 weeks ago45:00

45:00

Cameron Geason is the General Manager of Retail Operations at Origin Energy. Origin Energy is one of Australia's largest energy providers and delivers electricity, gas, and LPG for more than 4 million customers nationwide. In this episode, Cameron reflects on his career and how contact centres have evolved throughout his career. He talks about how Origin has incorporated AI into their operation and how their unique contact centre configuration is better for employees and customers. Resources and links: Origin Energy website Cameron Geason on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
AI is the future of CX 38:03

39 weeks ago38:03

38:03

Simon Kriss is the Chief Innovation Officer at the Customer Experience Innovation Institute (CXII) and the author of ‘The AI Empowered Customer Experience’. The Customer Experience Innovation Institute aims to change how businesses engage with customers using innovative strategies, insights, and research. In this episode, Simon shares his insights into how AI can improve contact centre operations and customer engagement. He discusses the differences between traditional and generative AI, how AI has evolved in the CX space, and how businesses can begin incorporating AI in small but meaningful ways. Resources and links: Purchase ‘ The AI Empowered Customer Experience’ here Customer Experience Innovation Institute website Simon Kriss’s website Simon Kriss on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Better service design is better for business 45:00

41 weeks ago45:00

45:00

Marc Stickdorn is the CEO and Co-founder of Smaply. Smaply is a software design company specialising in journey mapping and management software used by businesses worldwide. In this episode, Marc explores what service design is and how to use it to improve customer and employee experiences using journey mapping. He emphasises the value of focusing on system design rather than KPIs and explains how Smaply 3.0 can improve the customer experience through more effective journey management. Resources and links: Smaply website Marc Stickdorn’s website Marc Stickdorn on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Serving the community starts with listening to them 22:42

43 weeks ago22:42

22:42

Greg Curcio is the Director of Customer and Performance for Knox City Council. Knox is located in Melbourne’s southeast and is one of Victoria’s most populous municipalities with over 165,000 residents calling Knox home. In this episode, Greg shares his journey to Knox City Council and emphasises the importance of community engagement and maintaining the human element in the contact centre. He explains the unique challenges faced by contact centres for local government including the need for operators to manage everything from rates to who to call when you need a tree cut down. Resources and links: Knox City Council website Greg Curcio on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
How incorporating international attitudes can improve Australian service culture 37:00

45 weeks ago37:00

37:00

Sharon Melamed is the Founder and Managing Director of Matchboard. Matchboard is a matchmaking service between companies and suppliers to take the hard work out of making business connections. In this episode, Sharon shares how a love of matchmaking in her personal life led her to found Matchboard. She also explains how living and working overseas in Japan and the U.S.A. influenced her approach to customer service and what lessons she’s brought home to Australia. Resources and links: Matchboard website Sharon Melamed on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
AI integration means more space for experts in the contact centre 38:17

47 weeks ago38:17

38:17

At the time of this interview, Hefin Evans was the Head of Service for the Asia-Pacific region for Philips. Philips is a leading provider of healthcare technology and medical equipment to improve the health and well-being of communities globally. In this episode, Hefin shares his leadership journey and highlights the importance of balancing effective leadership, employee satisfaction, and customer happiness. He discusses how geographic and cultural differences impact the customer’s expectations for service in different regions and how Philips uses an engineer-led contact centre model combined with AI to deliver service. Resources and links: Philips website Hefin Evans on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Humans, not machines, are the future of customer service 47:03

49 weeks ago47:03

47:03

Jaquie Scammell is the CEO and Founder of Service Q and has written several books on CX. Service Q creates and delivers culture transformation programs for businesses that want to change how they engage with customers and clients. In this episode, Jaquie shares her career journey and how her understanding of service culture has developed over time. She discusses the contents of her latest book, ‘The Future of Service is 5D’ and the importance of mindsets, habits, and resilience in providing excellent customer services, particularly during challenging times such as the COVID-19 pandemic. Most of all, Jaquie emphasises that the future of service lies with human connection and empathy. Resources and links: Service Q website “The Future of Service is 5D” website Jaquie Scammell’s website Jaquie Scammell on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Innovation means breaking the rules 42:34

51 weeks ago42:34

42:34

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience. In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”. Resources and links: Punk CX website Adrian Swinscoe’s website Adrian Swinscoe on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
How delegating mundane tasks to AI leads to more engaged employees 32:09

1 year ago32:09

32:09

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well? Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and opportunity in the customer service industry and has committed himself to finding creative solutions to common problems. In this episode, Luke digs into AI and the opportunity it presents to improve the employee experience by providing meaningful, impactful changes to their work life. He also gives a sneak preview of his upcoming book about creating sustainable employee engagement and how to use AI to ignite the creative “spark”. Resources and links: Luke Jamieson website Luke Jamieson on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Great CX is more than skin deep 43:20

1 year ago43:20

43:20

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience. In this episode, Emma will discuss the importance of designing a good employee experience and how that influences the customer experience. She also sheds light on how MECCA is approaching CX differently and how she managed a team that grew from just ten employees to over a hundred in under two years during the COVID-19 pandemic. Resources and links: MECCA website Emma Stapleton on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
The shift to self-scheduled work 42:37

1 year ago42:37

42:37

Tim Buzza, Director of Workplace Flexibility at Verint (formerly Attune Work Solutions), joins us to discuss the transformative power of self-scheduling systems for contact centre agents. Verint’s innovative approach is reshaping the work-life balance, offering a new level of autonomy and flexibility in the workplace. In this episode, Tim demystifies the concepts of autonomy and flexibility in the work environment, outlining their advantages for both employees and employers. He’ll also recount a compelling case study where enhanced flexibility led to a remarkable turnaround for a contact centre agent, showcasing the real-world impact of Verint's TimeFlex Bot. Resources and links: Verint TimeFlex Bot (formerly Attune Work Solutions) website Tim Buzza on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
How Zoom CX is reshaping the service experience 31:13

1 year ago31:13

31:13

Dina Levy is the Head of Customer Experience Channels at Zoom, and Phil is the Head of Go-To-Market for Zoom CX. Zoom started in 2011 as a video conferencing platform and has since grown into an all-in-one collaborative platform for businesses and people across the globe. In this episode, Dina and Phil explain how the latest technology from Zoom CX is changing the customer experience for businesses. They also highlight the trends they’re seeing across the industry and share their predictions for AI and tech in CX. Resources and links: Zoom website Dina Levy on LinkedIn Phil Zammit on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes 29:08

1 year ago29:08

29:08

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre. In this episode, Peter tells the story of how he went from working in contact centres to founding Operative Intelligence, and how they use AI to analyse customer speech and identify actionable changes for businesses. He also explains the concept of failure demand, how it impacts businesses, and how improving services to limit failure demand benefits everyone. Resources and links: Operative Intelligence website Peter Iansek on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

T

The Calling (formerly The Agile Contact Centre Podcast)

The Calling (formerly The Agile Contact Centre Podcast) podcast artwork

1
The omnipresence of omnichannel 36:48

1 year ago36:48

36:48

Daniele Iezzi is the former General Manager of Customer Services for David Jones and the Country Road Group. David Jones is one of the world’s longest continuously operating department stores and has operated for more than 185 years. Country Road Group contains several of Australia’s most popular clothing brands: Country Road, Mimco, Trenery, Politix, and Witchery. In this episode, Daniele shares his experience with contact centres, what makes retail contact centres different, why businesses need omnichannel and how to streamline it. With Covid-19 changing everything for retail brands and contact centres, Daniele also shares the suggestion he coincidentally made before everyone knew they needed it: working from home. Resources and links: Daniele Iezzi on LinkedIn Connect: Callo Consulting website Sean McGinn on LinkedIn Arnold Ho on LinkedIn This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.…

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

Listen to 500+ topics

Quick Reference Guide

Top Podcasts

The Bill Simmons Podcast

Comedy of the Week

How Did This Get Made?

Doug Loves Movies

TED Talks Daily

NBC Nightly News with Lester Holt

The World This Hour

Daily Boost Motivation and Coaching

This American Life

Sword and Scale

Help/FAQ | Upgrade | Advertise

Arts|Business|Comedy|Economics|Entertainment|News|Politics|Religion

Science|Soccer|Sports|Storytelling|Technology|True Crime

Copyright 2025 | Sitemap | Privacy Policy | Terms of Service | | Copyright

Listen to this show while you explore