14 | Rachel Garrett | Shopify | Authentic leadership in a remote first customer service team

The Calling (formerly The Agile Contact Centre Podcast)

In this episode we talk to Rachel Garrett, who delivers some invaluable insights and tips into leadership in a remote working world.

Perhaps the biggest one is to make being a genuine and authentic person your first priority and using that to influence your approach to work and leadership but she shares many more. Rachel Garrett is the NZ Lead for Shopify's Servicing team and is the creator of a remote working collaboration group on LinkedIn called Remote Work New Zealand find it here https://www.linkedin.com/groups/13805842

The (many) highlights:

- Authentic leadership through finding your personal purpose and values - How knowing what you want from your life and career allows you to take some risks

- Scaleable Leadership: developing a leadership mindset in all your people, not just those with the title of leader

- Building the social connections you would normally see in a bricks and mortar office, in a remote environment by being deliberate about how your teams share and connect

- The Trust battery: how to build trust and call out behaviours that break trust

- Turning your purpose into outcomes that your teams can own and achieve

- Keeping KPI's relevant and using them as a prompt for coaching rather than an absolute pass or fail indicator

About us:

This podcast is brought to you by The Agile Contact Centre. Stories, tips and practices that will help you deliver outstanding experiences to customers as well as your people.

We do this because our mission is to reinvent the contact centre world.

Subscribe anywhere you get your podcasts:

Anchor: https://anchor.fm/the-agile-contact-centre

Apple Podcasts: https://podcasts.apple.com/au/podcast/the-agile-contact-centre-podcast/id1485239665

Spotify: https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y

Breaker: https://www.breaker.audio/the-agile-contact-centre-podcast

Google Podcasts: https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz

Overcast: https://overcast.fm/itunes1485239665/the-agile-contact-centre-podcast

RadioPublic: https://radiopublic.com/the-agile-contact-centre-podcast-Wx0yDO

Pocket Casts: https://pca.st/gl7zy9s8

Website: https://www.theagilecontactcentre.com.au

Blogs: https://www.theagilecontactcentre.com.au/blog

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