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

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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.

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