This is a story that starts with improving failure demand but becomes a story of how a contact centre of 200+ people where able to coordinate, prioritise and make decisions in times of high customer demand to reduce wait times and deliver a great experience.  When people are connected to the work they do, when they feel ownership and control over it, great things can happen. Want to develop your leadership skills to be ready for the new world of contact centre work? Then check out our exclusive Agile Leadership for Customer Service teams training courses : https://www.theagilecontactcentre.com.au/introduction-to-leading-agile-customer-service-teams 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. 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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