The Calling (formerly The Agile Contact Centre Podcast)

Your guide to leading modern contact centres.

Author: Callo Consulting

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.
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Language: en-au

Genres: Business, Management

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Balancing technology with empathy in the contact centre
Episode 17
Monday, 26 August, 2024

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.