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 contac…

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 …

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 …

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 …

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 maintaini…

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 …

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 effecti…

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.…

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”.…

WARNING - Aboriginal and Torres Strait Islander listeners are advised this episode may contain the names or voices of deceased people. A recently completed research project has showcased great potential for the development of sustainable native forestry activities in the Northern Territory led by Traditional Owner communities. In this episode of Wo…

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 o…

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 exper…

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 demystifi…

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…

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 found…

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, Polit…

Elisa Iurato is the Chief of Community, Retail & Supporter Experience for World Vision Australia. World Vision is a global charity committed to providing aid and resources to help children, families, and communities across the world overcome poverty. World Vision is currently involved in 347 projects in 40 countries. In this episode, Elisa explains…

Jono Kirk is the Executive Director of Supporter Experience at Compassion Australia. Compassion Australia is a not-for-profit organisation committed to providing access to healthcare and education to children around the world to lift them out of poverty. In this episode, Jono breaks down the reality of running a contact centre for a not-for-profit.…

Today we have a quick announcement. We're changing the name of the show. From today, the podcast will be called 'The Calling: Your Guide to Leading Modern Contact Centres'. It's the same great content you've come to expect from us, but with a new name. And we already have a group of great episodes coming up. But you don't have to take our word for …

In 2023, the FWPA-supported Centre for Timber Durability and Design Life entered an exciting new stage in its evolution with the appointment of its new Director, Professor Tripti Singh.With more than 20 years of experience in managing collaborative, multi-million-dollar research programs, Professor Singh is a leading figure in wood protection resea…

This episode we take a focus on biosecurity. You’ll hear about three exciting research initiatives aimed at improving Australia’s protection measures to help mitigate the risks posed to our forests by exotic pests and diseases.Lucy Tran-Nguyen, GM of Partnerships and Innovation at Plant Health Australia, tells us about The National Forest Pest Surv…

Today we bring you the second part of our focus on the latest initiatives from the FWPA-supported ForestLearning program.Tune in for everything from ForestLearning resources that utilise the latest technologies, to award wins, outstanding feedback from kids and teachers, and much, much more!توسط WoodChat

In today's episode, we focus on the latest achievements of the FWPA-supported ForestLearning initiative. And with so much exciting news to report - from new and highly innovative resources, to award wins, glowing testimonials from kids and teachers, the embracing of new technologies such as drones, and much, much more - we’ll be presenting this epi…

During the latest episode of FWPA’s WoodChat podcast series, listeners will hear from two thriving Australian forest and wood products companies adopting smart manufacturing principles.Applying these principles during the wood processing stage brings a range of benefits, including increased profitability, improved worker safety, and better environm…

Dan Hill-Smith is the Chief Operating Officer at TSA Group TSA Group is one of Australia’s leading specialists in outsourcing and CX consultancy and services. Dan on LinkedIn About us: Stories, tips and practices to help you build adaptive teams who are ready for any challenge. Please follow, rate and review. We appreciate all your support. Check u…

In the face of a climate likely to become hotter and drier in the future, and with bushfires continuing to pose a significant threat, a variety of forestry-related research initiatives are currently underway across Australia.As an industry, forestry is particularly vulnerable to bushfire threat, with the associated risks having the potential to imp…

In this episode we talk to Russ Murphy, the Director of Regional Service Centres at Service NSW. Russ was a member of the team that began the transformation journey at Service NSW back in 2013. He shares the trials and tribulations of his leadership career and the approach they took from the early days of the very first service centre pilot to cent…

Scott Doyle has been on quite a leadership journey over the last 3 years. This episode follows how Scott and the NRMA team have taken the disruption of Covid and used the constraints as an opportunity to take them to an even higher level of purpose driven leadership. And by listening to the needs of their people and customers they have created a ne…

A hugely positive mid-term review of the FWPA-supported National Centre for Timber Durability and Design Life has resulted in the extension of the Centre’s important research activities for a further five years, with the potential for three more.The latest episode of FWPA’s WoodChat podcast series features an interview with Director, Professor Jeff…

Discover how new research into priority areas identified by Australian forest growers will be addressed, thanks to six new PhD research scholarships at the University of Tasmania.The research projects were selected for funding by a working group of FWPA and forest grower members, known as the Grower Research Advisory Committee (GRAC). Successful Ph…

In this episode we talk to Brad Shaw, entrepreneur, CEO and Leader, who has had a significant influence on the careers of many, many leaders as a coach and mentor. Brad reflects on the traits that he believes creates the most successful leaders in a complex, ambiguous world. Brad is the CEO at Livepro, a knowledge management company that provides s…

James is a stalwart within the Aussie contact centre market, he has seen a lot of change in his 15 years in the industry and shares with us his path to Director at SMAART Recruitment, his favourite tunes and a deep dive in the current recruitment market, how to think about the employee experience in your attraction strategy, and the key trends he s…

This time around we chat to Julie-Anne Hazlett, Manager, WFO Strategy at Call Design who is an inspiration, modest in her achievements, along with her teammates, the InternationElles, she played a significant role in campaigning for a Women’s Tour de France. The last time the Tour de France held a women's multi-day stage race was in 1988 but it ret…

Luke Jamieson is a true free thinker who is building great experiences for employees, he personifies the mantra, do right by your people and they'll do right by the customer. In this episode we learn about Luke's very diverse career backgrounds from baking to droving cattle! he talks to us about his journey to building world class EX-CX cultures an…

Discover an approach that will enhance the Australian forestry industry’s sustainability credentials through improved use of natural resources.Learn more about a recently completed FWPA-commissioned report which lays out a series of sample ecosystem accounts for use by the forestry industry. Plus discover how one Australian forestry company is lead…

Introducing Hannah Gee. Among a myriad of other talents, Hannah is a partner over at our big sister, Neu21. This week we have been inspired and disturbed all at once by the new Apple TV+ series, Severance. To find out what the fuss is about check out the opening sequence to Severance before you listen to the episode! https://www.youtube.com/watch?v…

In part 2 in our mini-series on the employee experience we talk about the journey of a contact centre employee and how to think about the architecture. We dive into expectations and experience, how Disney manage this and how knowing about the way we construct memories of experiences can help us build better ones. Peak end rule - https://www.ted.com…

We continue to see the impacts of the pandemic play out in weird and wonderful ways across contact centres. So far we have seen cloud technology become the norm, greater flexibility that comes from WFH and now an ultra competitive labour market, a.k.a the war on talent and the great resignation, which all points to the humble contact centre employe…

Take a deep dive into some exciting Australian projects focused on the fusion of forestry and technology to help shape and strengthen the forests of the future. Listeners are invited to discover how scientists are working to make smarter, healthier and more productive forests, utilising everything from Artificial Intelligence (AI) to genomics and a…

In this Ep we talk about growth mindset, Arnie gets handy and nearly loses an eye and then decides to take up BJJ (Brazilian Ju Jitsu) while Sean is learning to play the drums.....and we talk about working from home. About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstand…

Listeners will hear about research efforts to increase the Australian timber industry’s bushfire preparedness, and capacity to minimise the adverse impacts of future fire events on forestry plantations.توسط WoodChat

Karin Tenelius and Lisa Gill are authors of Mooseheads on the Table, a book about self-managing organisations from Sweden. You can find them here: https://www.tuffleadershiptraining.com/ Karin on LinkedIn https://www.linkedin.com/in/karin-tenelius-06b2365/ Lisa on LinkedIn https://www.linkedin.com/in/lisa-gill-she-her-23815a4/ Leadermorphosis podca…

Michelle Fotheringham is the Founder and CEO of Werkling and is on a mission to help leaders tap into the growing number of corporate escapees. Having worked in corporate roles, agency roles and as an independent consultant, Michelle Fotheringham understands all too well about changing work preferences - THE FUTURE OF WORK IS HAPPENING NOW! Learn m…

“It’s ok, not to be ok” In our latest episode we chat to Tom Ruijs and we unpack mental health, wellbeing and high-performance cultures which all have one thing in common, psychological safety. Tom Ruijs is an Organisational Psychologist and Senior Consultant with AP Psychology. This episode has so many nuggets of gold, so grab a pen and paper. Nug…

We breakdown the role of the Leader in the contact centre and the things you should think about when designing your contact centre around the customer. Check out our blog : 6 ways to improve customer experience in your contact centre About us: This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you…

Listeners will hear about a research project that took an in-depth look at the various elements of Australia’s log and woodchip export supply chain, and how it can most effectively be managed.The team behind the comprehensive FWPA-supported study reviewed optimum conditions for logs during storage, haulage and at ports. Their findings are now being…

Over the last 18 months Munirah has lead her people though an incredible period of disruption and change. She is a living example of how staying true to yourself and leading with purpose and values is not just the right thing to do, its also great for business. Munirah Looi is the CEO and Founder of Brandt International, a CX and BPO consultancy ba…

The world of technology in the contact centre has advanced incredibly fast since covid, nowadays cloud based solutions are the norm and this is opening up the possibilities of how to deliver the amazing CX experience we all strive for without the cost and overheads that once came with it. Jonathan Barouch is the CEO & Founder of Local Measure https…

In this episode we consider the potential for technologies to be installed permanently within forest environments, to inform better decision making and support optimal forest management.During the episode, listeners will hear about advanced technologies currently being used in Tasmania to monitor the nests of at-risk wedge-tailed eagles, in what co…

Download your Guide to Building a Continuous Improvement Culture here 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. Our exclusive Live-Onl…