Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre.

In this episode, Peter tells the story of how he went from working in contact centres to founding Operative Intelligence, and how they use AI to analyse customer speech and identify actionable changes for businesses. He also explains the concept of failure demand, how it impacts businesses, and how improving services to limit failure demand benefits everyone.



Resources and links:
Operative Intelligence website
Peter Iansek on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre.
In this episode, Peter tells the story of how he went from working in contact centres to founding Operative Intelligence, and how they use AI to analyse customer speech and identify actionable changes for businesses. He also explains the concept of failure demand, how it impacts businesses, and how improving services to limit failure demand benefits everyone.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://www.operativeintelligence.com/">Operative Intelligence website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/peteriansek/">Peter Iansek on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.

The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences.

Your guide to leading modern contact centres.

The Calling (formerly The Agile Contact Centre Podcast)

TCA - The Calling

Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience.

In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”. 



Resources and links:
Punk CX website
Adrian Swinscoe’s website
Adrian Swinscoe on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

Adrian Swinscoe is a Customer Experience Advisor and the Author of “Punk CX”. For over 25 years, Adrian has worked with businesses to break the mould and take a more punk approach to the customer experience.
In this episode, Adrian explains the Punk CX philosophy and what it means to embody the values of “investigation, agitation, and instigation”. 
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://punkcx.co.uk/">Punk CX website</a></li>
<li aria-level="1"><a href="https://www.adrianswinscoe.com/">Adrian Swinscoe’s website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/adrianswinscoe/?originalSubdomain=uk">Adrian Swinscoe on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

Innovation means breaking the rules

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well?

Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and opportunity in the customer service industry and has committed himself to finding creative solutions to common problems. 

In this episode, Luke digs into AI and the opportunity it presents to improve the employee experience by providing meaningful, impactful changes to their work life. He also gives a sneak preview of his upcoming book about creating sustainable employee engagement and how to use AI to ignite the creative “spark”.



Resources and links:
Luke Jamieson website
Luke Jamieson on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

AI has been on the lips of every industry in recent years, with contact centres particularly embracing the technology for servicing customers. Can it improve the employee experience as well?
Luke Jamieson is a Solutions Consultant with Upland Software and a thought leader in EX and CX. Throughout his career, he has focused on exploring growth and opportunity in the customer service industry and has committed himself to finding creative solutions to common problems. 
In this episode, Luke digs into AI and the opportunity it presents to improve the employee experience by providing meaningful, impactful changes to their work life. He also gives a sneak preview of his upcoming book about creating sustainable employee engagement and how to use AI to ignite the creative “spark”.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://www.lukejamieson.live/">Luke Jamieson website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/luke-jamieson/?originalSubdomain=au">Luke Jamieson on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

How delegating mundane tasks to AI leads to more engaged employees

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience.

In this episode, Emma will discuss the importance of designing a good employee experience and how that influences the customer experience. She also sheds light on how MECCA is approaching CX differently and how she managed a team that grew from just ten employees to over a hundred in under two years during the COVID-19 pandemic.



Resources and links:
MECCA website
Emma Stapleton on LinkedIn



Connect:
Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

Emma Stapleton is the Head of Customer Support at MECCA Brands. As Australia's largest beauty retailer with a thriving online store and over a hundred physical stores across Australia and New Zealand, MECCA is committed to delivering the ultimate beauty experience.
In this episode, Emma will discuss the importance of designing a good employee experience and how that influences the customer experience. She also sheds light on how MECCA is approaching CX differently and how she managed a team that grew from just ten employees to over a hundred in under two years during the COVID-19 pandemic.
 
Resources and links:
<ul>
<li aria-level="1"><a href="https://www.mecca.com/en-au/">MECCA website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/emmakstapleton/?originalSubdomain=au">Emma Stapleton on LinkedIn</a></li>
</ul>
 
Connect:
<ul>
<li aria-level="1"><a href="https://www.calloconsulting.com.au/">Callo Consulting website</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au">Sean McGinn on LinkedIn</a></li>
<li aria-level="1"><a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au">Arnold Ho on LinkedIn</a></li>
</ul>

Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes

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