Callo

Your team leaders are the single biggest variable in whether your frontline teams perform. When they struggle to have a hard conversation, or don’t know how to coach someone through a quality issue, or they have a team that’s struggling with a change. They need you in the loop constantly. Their sick leave and attrition goes up and they start to show signs of burn out. Leaders who attend our leadership program start having the difficult conversations they normally bring to you. Swipe through to see what's included ➡️ 📍 And here's something worth knowing. Your WorkCover insurance provider may be able to subsidise the cost of the program under the new psychosocial risks legislation. It's worth a conversation with them before you finalise your budget. If you're thinking about developing your leaders this year, let's talk. 📩 DM me if you'd like to learn more #LeadershipDevelopment #WorkplaceWellbeing #PsychosocialRisks #OperationalLeadership

Over the last 6 months I have been head down, bum up, developing a new story for Callo and building my first online product. Today I'm launching Callo CX out into the world, and it's built around one problem. Many organisations struggle to make confident decisions about where to invest in the customer experience. It often feels like a gamble, placing bets on initiatives that don't deliver the outcomes in the business case and that give customers a reason to leave.   According to Qualtrics this is a $3 trillion problem globally, but no matter how much of the piece of this pie is yours, for almost every organisation it’s a material risk to the bottom line. Does this problem sound familiar to you? There is another way. The most successful organisations have a coordinated framework of people, methods, tools, data and insights that enables them to identify the priorities that align customer and business goals. If so, then I have designed this for you. I have built an online CX Scorecard that diagnoses 7 foundational elements of your CX framework, and highlights where you have opportunities to improve so you can achieve your business priorities. 1.   VOC & Insights 2.   Journeys 3.   Technology, Data & AI 4.   Operations 5.   Prioritisation & Investment 6.   Governance 7.   Strategy, Leadership & Culture There are 40 questions, including understanding your Business Priorities and Current Reality, so I can tune the recommendations to your unique context. Once you complete the questions, I will review your responses and send you a personalised report with recommendations so you can make decisions and take action. It's FREE and it’s ONLINE. 📍 If you have 5 minutes today, take a spin around the website, it's built to tell a story, educate and inspire and it’s where you will find the button to get your CX Scorecard 📍 A massive thanks to Nathan Nankervis for bringing this vision to life. I'd also like to give a shout-out to a few other people who have had a hand in bringing this to life. Satia K. and Josh Hyland who helped with the initial Scorecard concepts. Jono Kirk, Melissa Surrao and Ryan Klausner for their feedback and testing the Scorecard. Ryan Kelly thanks for cheering me on mate. Tania Donohue for all the free brand advice :) Daniel Priestley for developing Scoreapp and inspiring me from afar to take this step. #CustomerExperience #CXScorecard https://lnkd.in/grR_qBSp

Looking forward to seeing you there .... https://lnkd.in/ggYzR6FE

The current economic cycle is full of uncertainty.   📈 With rising operating costs and increased pressure on revenue, decision-making has never carried more weight, or risk.   Organisations need a clear view of what matters most to customers, their preferences, needs and goals and how these shape their expectations.   👩🏫 In this webinar, you’ll learn that by integrating customer journey insights into business decision frameworks, organisations can align operations, reduce costs, and unlock new revenue opportunities, while managing risk.   🔬 This webinar will show you how a scalable, insight-led framework of customer journeys will guide you from assumptions to evidence, and how this delivers better commercial outcomes aligned to customer and business goals.   Join Sean McGinn & Anna Yip, Directors at Callo and their special guest Melissa Surrao, formerly Head of Communications and Client Engagement at Breastscreen Victoria (BSV), and now Director of Operations and Client Engagement at Scalewise.   In her time at BSV, Mel was responsible for the customer experience practice, contact centre, community engagement and online presence (website, socials and online portal). Mel will join us to discuss the project we worked on together at BSV, and we'll deep dive into: ✅ The challenges of aligning decision-making around the right problem. ✅ Why she chose an evidence-based approach and how this enabled better decision-making. ✅ How she mobilised support to influence change. ✅ How this approach mitigates the risks and uncertainty of digital transformations. ✅ How a customer experience framework can be used to optimise operational efficiency, reduce costs and grow revenue. Registration link in the comments - See you there #JourneyManagement #CustomerJourneys

🚀 Exciting News! 🗞️   Callo is excited to be partnering with Custom Fleet to define their service strategy and support it's goal of becoming a customer-centric mobility partner.    Together, we are embarking on a significant qualitative research project to gain deep insights into the needs and goals of their customers across their foundational customer journeys.     The qualitative research will uncover the real-world experiences customers have with their products and services and will offer valuable insights into how they can design a strategy that genuinely meets their customers’ needs.    We recently kicked off the first customer journey design sprint with the team. In this session, we explored their assumptions about what matters most to their customers, and from here, we’ll begin formulating the research hypothesis that we’ll test with customers.    As Elissa James, VP of Operations, shared:   "We are excited to see what our clients say about this journey—how closely are we aligned with their expectations, and where we have room to improve"    What sets this approach apart is its focus on designing future experiences driven by customer needs. The team at Custom Fleet is discovering new perspectives on what their customers truly want, grounded in empathy and understanding.    Jessica Miller (Smith), VP of Product, added: "We have our own assumptions about what value means, but it can mean different things to different people. This research will help us uncover the truth."    By continuously refining its service strategy based on customer insights, Custom Fleet will be able to deliver experiences that meet their customers’ foundational fleet coordination needs today and their strategic goals and ambitions over time. #CustomerCentricity #CustomerJourneys #ServiceDesign  

🚀 Registrations are OPEN for our Adaptive Leadership Program! 🚀 We are excited to announce that registrations are now open for our programs running in May, June and July! We have designed a highly successful leadership program tailored for emerging and developing leaders, and with over 400 contact centre leaders already benefitting, this program has proven to improve performance. Who would benefit from the program? - Team Leaders - Contact Centre Leaders - People leaders who work in fast-paced, complex, and constantly changing environments Delivery formats: - In person, or - Live-online If you or your team is ready to make a shift, we invite you to join us. 🔗 To learn more or register your interest, email us at hello@calloconsulting.com.au #EmotionalIntelligence #Leadership #ContactCentre #LeadershipDevelopment #AdaptiveLeadership

🚨 HOT OFF THE PRESS 🗞️ 🐿️    Over the last 18 months, we have been squirrelling away to create a new take on our brand, build a team and deliver some really exciting customer experience projects.    Our new brand brings to life the dynamic tensions and discoveries that arise when we do customer research and journey mapping.   It explores how we build models using data to unlock new insights and knowledge that help us design great human experiences.    We are currently taking on new clients, so have a flick through our services below, and if you would like to learn more, email us at hello@calloconsulting.com.au    Many thanks to Nathan Nankervis for the design and illustrations and the team at Creative Natives, who continue to support us with great people.    #Research  #JourneyMapping  #Operations  #Leadership