Gregor talks us through how his teams have improved CX and changed the perception the organisation has of contact centres from a cost centre to value centre.  A focus on the cause of the demand coming into your contact centre allows teams to build a highly scalable operation with the resilience to deal with a complex and changing environment. Rate my Agent are Australia's No. 1 real estate agent ratings and statistics website, providing recommendations, rankings & reviews for real estate agents in Australia. Australian site:  https://www.ratemyagent.com.au US site: https://www.ratemyagent.com 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 Agile Leadership for Contact Centre teams : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams Subscribe anywhere you get your podcasts: Anchor: https://anchor.fm/the-agile-contact-centre Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665 Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO Pocket Casts: https://pca.st/gl7zy9s8 Website: https://www.theagilecontactcentre.com.au Blogs: https://www.theagilecontactcentre.com.au/blog This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.

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