<description>&lt;p&gt;Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world.&lt;/p&gt; &lt;p&gt;In this episode, Ryan discusses how to turn a contact centre into a value centre, the role of AI and balancing technology with human empathy, and the importance of cultivating a good employee experience. He also shares the challenges of operating a contact centre through the pandemic and the lessons he learned from those experiences.&lt;/p&gt; &lt;p&gt; &lt;/p&gt; &lt;p&gt;&lt;strong&gt;Resources and links:&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li aria-level="1"&gt;&lt;a href="https://au.whogivesacrap.org"&gt;Who Gives A Crap website&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.linkedin.com/in/ryanklausner/"&gt;Ryan Klausner on LinkedIn&lt;/a&gt;&lt;/li&gt; &lt;/ul&gt; &lt;p&gt; &lt;/p&gt; &lt;p&gt;&lt;strong&gt;Connect:&lt;/strong&gt;&lt;/p&gt; &lt;ul&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.calloconsulting.com.au/"&gt;Callo Consulting website&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.linkedin.com/in/sean-mcginn-09608430/?originalSubdomain=au"&gt;Sean McGinn on LinkedIn&lt;/a&gt;&lt;/li&gt; &lt;li aria-level="1"&gt;&lt;a href="https://www.linkedin.com/in/arnold-ho/?originalSubdomain=au"&gt;Arnold Ho on LinkedIn&lt;/a&gt;&lt;/li&gt; &lt;/ul&gt;&lt;p&gt;&lt;br/&gt; This show is produced in collaboration with Wavelength Creative. Visit &lt;a href="https://wavelengthcreative.com/?utm_source=show-notes&amp;utm_medium=referral&amp;utm_content=rss-feed-footer"&gt;wavelengthcreative.com&lt;/a&gt; for more information.&lt;/p&gt;</description>

The Agile Contact Centre Podcast

The Agile Contact Centre Podcast

Balancing technology with empathy in the contact centre

AUG 26, 202449 MIN
The Agile Contact Centre Podcast

Balancing technology with empathy in the contact centre

AUG 26, 202449 MIN

Description

Ryan Klausner is the Head of Customer Experience at Who Gives A Crap. Who Gives A Crap is one of Australia’s leading toilet paper subscription services and operates as a profit-for-purpose social enterprise that donates a portion of the profits to improving sanitation for people around the world.

In this episode, Ryan discusses how to turn a contact centre into a value centre, the role of AI and balancing technology with human empathy, and the importance of cultivating a good employee experience. He also shares the challenges of operating a contact centre through the pandemic and the lessons he learned from those experiences.

 

Resources and links:

 

Connect:


This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.