In this episode, Shelley speaks with Fran Southward about disrupting leadership approaches and driving meaningful change. As a change agent with a proven track record in connected engagement and leadership, Fran has been aligned with Shelley for the past nine years. With expertise in Contact Centre design and optimisation, she brings extensive stakeholder engagement experience as CEO of the peak industry body for Australia’s Contact Centre sector. This year’s Auscontact Conference in Melbourne focuses oninnovation, disruption and evolution—sparking strategic and controversial conversations to drive real organisational outcomes. With technology not being the only solution, the industry is embracing innovation, challenging conventional practices and expanding thought leadership to redefine the future of the operating craft.Register for the Auscontact National Conference: https://www.auscontact.com.au/Web/Web/Activities/Event_Display.aspx?EventKey=NATCONF25 Connect with Fran: https://www.linkedin.com/in/fran-southward-82455b49/Connect with Shelley: ⁠⁠https://www.linkedin.com/in/shelleyflett/⁠⁠Work with Shelley: ⁠⁠https://shelleyflett.com ⁠Shelley books: https://www.shelleyflett.com/shop

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