60 acast.com Dialing In https://shows.acast.com/dialing-in en Groov Ltd contact center, call centre,customer experience,contact center agent,contact centre attrition, contact centre performance Groov Ltd Hosted by All Blacks legend Sir John Kirwan and VP Behavioural Sciences at Groov, Dr Fiona Crichton, this podcast takes a deep look into the world of frontline leadership.


We're talking to frontline leaders of contact centres around the globe exploring what the best are doing, what the future holds, how they run their ship, and breaking down common myths about frontlines leadership roles. There is also an ongoing focus on developing a modern, innovative approach to the support in place for contact centre agents, team leaders and managers, as this is the key ingredient to lifting performance and overall customer satisfaction.


Tune in and get regular insights on the pressures of frontline leadership and innovative new approaches around the globe.



Hosted on Acast. See acast.com/privacy for more information.

]]> Hosted by All Blacks legend Sir John Kirwan and VP Behavioural Sciences at Groov, Dr Fiona Crichton, this podcast takes a deep look into the world of frontline leadership.


We're talking to frontline leaders of contact centres around the globe exploring what the best are doing, what the future holds, how they run their ship, and breaking down common myths about frontlines leadership roles. There is also an ongoing focus on developing a modern, innovative approach to the support in place for contact centre agents, team leaders and managers, as this is the key ingredient to lifting performance and overall customer satisfaction.


Tune in and get regular insights on the pressures of frontline leadership and innovative new approaches around the globe.



Hosted on Acast. See acast.com/privacy for more information.

]]> false Groov Ltd info+65f901710a7de2001605c982@mg-eu.acast.com 65f901710a7de2001605c982 dialing-in episodic https://assets.pippa.io/shows/cover/1710817395283-6f747883148529832bcfb32e3552794c.jpeg https://shows.acast.com/dialing-in Dialing In <![CDATA[Managing Digital Change & Innovation at Kiwibank | Emma Noble-Beasley]]> Wed, 31 Jul 2024 00:06:21 GMT 54:05 6656c2381947990012629a1c false https://shows.acast.com/dialing-in/episodes/managing-digital-change-innovation-at-kiwibank-emma-noble-be 6656c2381947990012629a1c 65f901710a7de2001605c982 managing-digital-change-innovation-at-kiwibank-emma-noble-be full 1 2 Recent CX Innovator winner at the global Genesys awards, we were thrilled to be joined by Emma Noble-Beasley, the General Manager of the Contact Centre at Kiwibank for this episode. Emma delves into the dynamic world of frontline leadership and the digital transformation journey at the bank. Hosted by Sir John Kirwan and co-host Dr. Fiona Crichton, this episode is packed with valuable takeaways for leaders and professionals in high-pressure environments like the contact centre.


Emma shares her expertise on:

  • Human-Centered Leadership: Discover the importance of caring for your team's emotional wellbeing and building a supportive, empathetic work environment.
  • Strategic Digital Transformation: Learn about the thoughtful integration of AI and digital tools to enhance both employee and customer experiences.
  • Effective Change Management: Gain insights on engaging employees early, using change champions, and fostering a culture of continuous improvement.
  • Collaborative Approaches: Understand the value of collaboration with partners and teams to achieve better outcomes and align goals.
  • Balanced Leadership: Find out how to balance performance demands with the need for care, ensuring sustainable and effective leadership practices.


Emma's practical advice and real-world examples make this episode a must-listen for anyone looking to navigate the complexities of leadership in fast-paced industries. Kiwibank has been an incredible customer of Groov for a number of years, and Dr Fiona, JK and the team are incredibly proud and honoured to work with them! You can read more on Groov's partnership with Kiwibank here https://www.groovnow.com/kiwibank

Hosted on Acast. See acast.com/privacy for more information.

]]> Recent CX Innovator winner at the global Genesys awards, we were thrilled to be joined by Emma Noble-Beasley, the General Manager of the Contact Centre at Kiwibank for this episode. Emma delves into the dynamic world of frontline leadership and the digital transformation journey at the bank. Hosted by Sir John Kirwan and co-host Dr. Fiona Crichton, this episode is packed with valuable takeaways for leaders and professionals in high-pressure environments like the contact centre.


Emma shares her expertise on:

  • Human-Centered Leadership: Discover the importance of caring for your team's emotional wellbeing and building a supportive, empathetic work environment.
  • Strategic Digital Transformation: Learn about the thoughtful integration of AI and digital tools to enhance both employee and customer experiences.
  • Effective Change Management: Gain insights on engaging employees early, using change champions, and fostering a culture of continuous improvement.
  • Collaborative Approaches: Understand the value of collaboration with partners and teams to achieve better outcomes and align goals.
  • Balanced Leadership: Find out how to balance performance demands with the need for care, ensuring sustainable and effective leadership practices.


Emma's practical advice and real-world examples make this episode a must-listen for anyone looking to navigate the complexities of leadership in fast-paced industries. Kiwibank has been an incredible customer of Groov for a number of years, and Dr Fiona, JK and the team are incredibly proud and honoured to work with them! You can read more on Groov's partnership with Kiwibank here https://www.groovnow.com/kiwibank

Hosted on Acast. See acast.com/privacy for more information.

]]> The Future of Call Centre | Grant Walker The Future of Call Centre | Grant Walker Tue, 19 Mar 2024 04:05:49 GMT 50:00 65f9031f6dc459001741f7af false https://shows.acast.com/dialing-in/episodes/the-future-of-call-center-grant-walker 65f9031f6dc459001741f7af 65f901710a7de2001605c982 the-future-of-call-center-grant-walker full 1 1 Dive into the heart of call centre leadership with Grant Walker, CEO of 2B Connected and Chairman of Contact Centre Network New Zealand in this eye-opening episode of "Dialing In."


Whether you're a seasoned contact centre manager or new to the arena, Grant's insights offer invaluable strategies for overcoming challenges and harnessing the true potential of your team. Here's what you'll discover:

  • Grant Walker's Journey: From frontline agent to CEO, learn the secrets behind his successful career in the call center industry.
  • Challenges Unveiled: Tackle high attrition rates and navigate the emotional toll on employees with practical, empathy-driven solutions.
  • Leadership Strategies: Gain expert advice on fostering resilience, promoting growth, and creating a supportive environment for your team.
  • The Future of Call Centres: Understand the evolving role of call center agents and the increasing demand for skilled, adaptable professionals.
  • Empowerment Through Listening: Discover the power of active listening in improving team performance and enhancing customer engagement.


Tune in to transform your call centre operations and lead your team to new heights.

Hosted on Acast. See acast.com/privacy for more information.

]]> Dive into the heart of call centre leadership with Grant Walker, CEO of 2B Connected and Chairman of Contact Centre Network New Zealand in this eye-opening episode of "Dialing In."


Whether you're a seasoned contact centre manager or new to the arena, Grant's insights offer invaluable strategies for overcoming challenges and harnessing the true potential of your team. Here's what you'll discover:

  • Grant Walker's Journey: From frontline agent to CEO, learn the secrets behind his successful career in the call center industry.
  • Challenges Unveiled: Tackle high attrition rates and navigate the emotional toll on employees with practical, empathy-driven solutions.
  • Leadership Strategies: Gain expert advice on fostering resilience, promoting growth, and creating a supportive environment for your team.
  • The Future of Call Centres: Understand the evolving role of call center agents and the increasing demand for skilled, adaptable professionals.
  • Empowerment Through Listening: Discover the power of active listening in improving team performance and enhancing customer engagement.


Tune in to transform your call centre operations and lead your team to new heights.

Hosted on Acast. See acast.com/privacy for more information.

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