The Contact Center Coach: Recent Episodes
The Contact Center Coach
Michael J. Tamer is a 25-year veteran of the customer contact industry. Michael is the author of the book, The Four-Minute Customer, and visionary who was at the forefront of contact center quality monitoring software development. Throughout his career, Michael has been teaching the benefits of quality to organizations all over the world, including the United States Senate. Michael has received honors for his career achievements including Call Center Magazine's Pioneer Award and induction into the Call Center Hall of Fame.
What if your contact center is sitting on all the data, tools, and talent it needs to create daily moments of operational magic—but you’re still only experiencing a fraction of what’s possible?For years, leaders have been limited by blind spots—seeing only a handful of interactions each month and building processes around survival instead of success. But with full visibility into every call, chat, and customer moment, your center can finally eliminate the darkness that once restricted performance. This episode shows how modern QA, AI-assisted coaching, and real-time insight open the door to faster operations, cleaner processes, happier employees, and customers who feel the difference immediately.Listeners will discover:• How shifting from limited insights to full interaction visibility transforms coaching, performance, and employee confidence almost overnight.• The measurable signals that show whether your center is experiencing real “operational magic”—from lower costs to higher loyalty to cleaner processes.• What every leader should expect—and demand—from vendors offering AI, QA, and agent-assist tools in today’s contact center environment.
I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.In this milestone 150th episode, you’ll discover:How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
Do you really deserve a raise—or are you just hoping one comes your way?Many contact center leaders and professionals assume promotions and pay increases are outside of their control, but the truth is your leverage—the gap between the value you bring and the compensation you receive—is what determines whether your company can afford to lose you. Without leverage, raises, bonuses, and promotions remain out of reach no matter how hard you work.In this episode, you’ll discover:How to identify and strengthen five critical areas of leverage—performance, problem solving, leadership, culture, and unique value.Why documenting and communicating results makes the difference between being overlooked and being irreplaceable.Practical ways to grow your skills and become the person your company doesn’t want to see walk out the door.
Are you overlooking the simple AI-driven changes in your contact center that could deliver career-changing ROI?Every leader is under pressure to cut costs, improve service quality, and support agents — and the latest AI tools promise to do it all. But success isn’t about the technology itself; it’s about how you apply it to speed up service, improve accuracy, and build a stronger coaching culture.In this episode, you’ll learn:The measurable ROI behind post-interaction summaries, Auto-QA, and real-time assist.How “faster, better, cheaper” works only when paired with culture and coaching.The hidden risks of waiting too long to adopt AI in your contact center.👉
👉 Is high turnover silently wrecking your contact center — and what can you do about it before it's too late?If you’re a contact center leader battling unachievable KPIs, burnout, and constant agent attrition, this episode digs into the hidden dangers you’re facing — and how they’re stalling your team's performance and culture. Discover why the same outdated strategies are setting your center up for failure and how rethinking turnover can change everything.✅ Learn the 6 most damaging types of turnover hurting your contact center right now — and how to spot them early.✅ Discover practical, no-cost ways to strengthen your hiring, training, and coaching processes to boost retention starting tomorrow.✅ Gain insights on how small, strategic changes can drive massive improvements in employee engagement, morale, and overall performance.
Are you just hearing... or are you truly listening? What if the key to becoming a respected leader isn’t what you say—but how deeply you listen?In the contact center world, we train agents to listen actively every day—yet many leaders struggle with the same skill. This episode dives into the crucial difference between hearing and listening, and how that one distinction could reshape your leadership, elevate team trust, and fast-track your influence up the org chart.By tuning in, you'll learn:How to eliminate distractions and sharpen your listening focus—even in noisy environmentsPractical verbal and nonverbal techniques that show your team you're locked inA powerful mindset shift for listening to your leader, your team, and even yourselfListen now to discover the 3 essential techniques that will make you a more present, effective, and trusted contact center leader.
When was the last time you used the term "ROI" at work? One hour ago? One month? Never? If you’re leading or want to lead in a contact center, understanding and using ROI should be second nature.In the high-pressure world of contact centers, every decision—whether about staffing, technology, or training—impacts the bottom line. Leaders who fail to measure success in terms of return on investment struggle to justify initiatives, optimize costs, and gain executive buy-in. If you want to stand out and advance your career, you must think like a business owner and master ROI.Learn how to frame your ideas and initiatives in terms of ROI to gain leadership support.Discover why cost-cutting isn’t about squeezing employees but about smarter, more efficient operations.Get practical, real-world strategies to balance engagement, efficiency, and profit while improving customer experience.
What’s the one thing that could transform your leadership, career, and personal relationships—without costing you a dime?In this episode, I reflect on the life of my late father, an extraordinary giver, and explore what it truly means to be a giver in both life and leadership. Whether it’s your time, wisdom, or support, giving can shape your legacy and elevate those around you. But how do you cultivate the right mindset to be a giver?Discover the four essential attributes of a true giver and how they can change your career and relationships.Learn how generosity and empathy can make you a more effective leader in the workplace.Find out why being intentional about giving can create a lasting impact on those around you.
Is AI truly revolutionizing contact centers, or is it just another buzzword? We’ve heard that AI will make our operations more “data-driven,” but is that really the game-changer, or have we been missing the bigger picture all along?If you're trying to justify AI in your contact center, you’re likely being told it will streamline operations, reduce costs, and improve customer experience. But what if the real power of AI isn’t just about automation—but about empowering people with the right data at the right time? In this episode, we cut through the AI hype and break down exactly where AI Quality delivers ROI—without losing sight of the people who make contact centers successful.Learn the four key mindsets required to make AI Quality work for your contact center.Discover the top three financial benefits AI delivers—from cutting post-call wrap-up time to optimizing QA resources.Understand how AI-driven insights create a faster, better, and cheaper approach that improves both agent performance and customer experience.
Have you ever worried about what’s hiding in the calls you don’t review? For decades, contact centers have only monitored a fraction of customer interactions, leaving hundreds of calls in the dark. But what if you could see everything?Traditional quality monitoring has always been limited by time and cost, meaning only a handful of calls get reviewed while the rest remain untouched. Now, AI is changing the game, offering 100% call monitoring. But is it really necessary? In this episode, we dive into whether full AI-driven quality monitoring is the right choice for your organization and what you need to make it work.Discover how AI-driven QM gives agents more confidence, faster feedback, and real success in their roles.Learn how supervisors can streamline coaching, celebrate wins, and focus on what truly matters.Understand how executives can gain better insights into customer experience, compliance, and operational efficiency with data-driven decision-making.And the best part? Everybody wins—agents, supervisors, executives, and most importantly, your customers.
Are you ready for the biggest paradigm shift in quality monitoring? AI is changing the game, and if you're still relying on traditional methods, you might be falling behind.With AI revolutionizing quality monitoring, contact centers can now analyze 100% of calls instead of just a fraction. But what does this mean for your QA processes, your team, and your business outcomes? This episode unpacks how AI is making monitoring faster, better, and cheaper—without losing the human touch.Discover how AI can enhance compliance while redefining soft skills evaluation.Learn what changes you need to make to your QA forms to stay relevant in this new landscape.Understand how AI-driven insights can empower your agents and improve customer satisfaction.
Is your contact center drifting? Is your career drifting? Are your teams losing direction, your strategies becoming stale, or your performance plateauing? Drift can sneak in and wreak havoc on your career, your team, and your customer experience.As contact center leaders, drift can show up in many ways: disengaged employees, unaddressed inefficiencies, and missed opportunities for growth. With shifting priorities—new technologies, evolving customer expectations, and the constant challenge of engagement—staying on course requires focus. Without it, you risk letting drift derail your goals and outcomes.1. Discover how to assess and stop drift in your contact center relationships with employees, peers, and leadership.2. Learn how to build momentum in your skills and knowledge to stay competitive in the rapidly evolving contact center industry.3. Uncover actionable strategies to turn your career dreams into structured plans that deliver results.
Have you ever watched a promising leader fall from grace, leaving everyone in shock and wondering what went wrong? This episode dives into the subtle mistakes and blind spots that could derail your contact center leadership career.The pressures of working in a contact center are unique and intense, but those same pressures can sometimes lead to actions—or inactions—that jeopardize careers. Whether you’re a leader or guiding one, this episode is packed with insights to help you identify and navigate potential pitfalls.Learn five subtle but critical mistakes that can sabotage your leadership career.Discover actionable strategies to build stronger relationships with employees, peers, and leaders.Gain insights on how to adapt, innovate, and stay relevant in the ever-changing contact center environment.
Are you energized or drained by your BPO partner? Is it time to evaluate if your partnership is fueling your success—or holding you back?In today’s fast-paced business environment, outsourcing to a BPO is often necessary, but how do you know if your BPO is truly working for you? This episode explores the signs of a thriving BPO partnership and provides actionable insights for assessing and improving the collaboration, whether you’re already partnered with a BPO or considering one.Learn how to identify the metrics that matter most and go beyond standard service levels to measure true success.Discover the human element of agent engagement and how to foster a culture of empathy and motivation across your partnership.Explore the importance of operational excellence, flexibility, and cultural alignment for a seamless, effective collaboration.
What if one hour could define your entire year? Are you ready for your next year-end review to be a career game-changer instead of just another meeting?Your year-end review determines critical outcomes—your promotion, raise, and professional growth. Whether it's a few months away or just around the corner, now is the time to prepare and take control of your career trajectory. This episode dives into actionable steps to ensure your year ends on a high note, no matter where you stand today.•Discover how to transform feedback from last year's review into accomplishments your leader will notice.•Learn the power of volunteering for key projects to set yourself apart.•Uncover strategies to position yourself as a leader who’s ready for the challenges of next year.
What if two tiny words could transform your leadership approach in the contact center? Are you a "to" or "for" kind of leader?In this episode, we dive into a core contact center challenge: building a culture that truly empowers employees. Discover the critical difference between doing things for your team versus to them and how this shift can elevate morale, drive better performance, and ultimately enhance the customer experience.1.Gain insights into using "for" vs. "to" language to strengthen team culture.2.Learn practical ways to apply this mindset to areas like coaching, quality monitoring, and bonuses.3.Understand how small changes in your approach can make your organization a place where employees feel valued and motivated.
Do you feel like you have full control over your contact center? What if there was a way to reign supreme in every aspect, from employee engagement to customer experience?In this episode, we dive into how leaders can achieve dominion over their contact centers. By mastering time and harnessing the power of true authority, you’ll uncover how to streamline operations, reduce turnover, and boost overall performance. Listeners will learn:1.How to leverage time as a key asset in improving productivity and reducing turnover.2.The secrets to achieving a competitive advantage, even against industry giants.3.Ways to implement customized, scalable solutions for individual employee growth and engagement.
Are you the type of leader who is overcoming the challenges in your contact center, or are you being overcome by them?Interest (I):In this episode, we explore the two sides of leadership in the contact center world: those who boldly overcome the biggest challenges—like turnover, engagement, coaching, and customer experience—and those who feel overwhelmed and stuck, accepting things as they are.Desire (D):Learn how to shift your mindset from being overcome to actively overcoming the toughest challenges in your contact center.Discover proven strategies to reduce turnover, improve engagement, and boost coaching effectiveness.Uncover how to transform customer feedback into actionable insights that elevate your team’s performance and satisfaction.
Have you ever faced a situation where everything seemed to fall apart, and yet you had to lead your team through it? How do leaders in contact centers find the strength to bounce back from constant pressure?In today's fast-paced contact center environment, adversity is inevitable. High stress, tight deadlines, and unexpected challenges are all part of the job. This episode dives into what it takes to develop resilience—an essential trait for thriving in these tough conditions and leading with confidence.•Discover how to stay composed and maintain focus even in the face of overwhelming stress.•Learn five key traits that can help you become a more resilient leader and inspire your team to persevere.•Gain actionable strategies to help you develop the mental toughness needed for long-term success in your career.
Have you ever wondered if you could spot the signs before someone on your team decides to leave?In the fast-paced world of contact centers, employee turnover can feel like an unstoppable force. But what if you could recognize the subtle clues that indicate a team member is thinking about leaving? Understanding these signals could be the key to reducing turnover and keeping your best talent.Learn to identify the early warning signs that an employee is considering leaving.Discover strategies to engage and retain valuable team members before they make the decision to exit.Understand how to manage and mitigate the impact of turnover on your team and organization.
Are your remote agents feeling more disconnected than ever, despite being constantly "connected"? In today's digital world, it's easy to assume that being online means being connected. However, many remote workers struggle with a lack of genuine connection, leading to feelings of isolation and disengagement. This episode addresses the critical issue of disconnection among remote employees, especially in your contact center, and offers practical solutions to help them feel more connected to your organization.1.Discover how to reinforce your company's mission and values to keep remote employees aligned with your organization's goals.2.Learn strategies to foster peer-to-peer connections, even in a virtual environment.3.Gain insights on maintaining employee engagement by linking their performance to personal responsibility and purpose.
130 - Why Loneliness Is Impacting Your Remote Contact Center Agents - 8:14:24, 2.26 PM by The Contact Center Coach
Podcast 129 - Walk The Talk - Why Functional Love In Contact Centers Is Essential For Success by The Contact Center Coach
Do you find yourself constantly checking your phone, even when you know it’s distracting you from your work and personal life?In today's episode, we're diving into the surprising ways your phone could be holding you back in your career and personal relationships. With 66% of Americans experiencing nomophobia and 57% reporting feeling addicted to their phones, this is a widespread issue impacting productivity, stress levels, and overall job performance.1.Discover how to reclaim wasted hours and boost your productivity by limiting unnecessary phone usage.2.Learn the profound impact your phone addiction might be having on your personal relationships and how to reconnect.3.Understand the physical toll of constant phone use and how to mitigate its effects for better health and career success.
Have you ever struggled to see a clear path for your career, especially while working from home?In today's episode, we dive into the unique challenges and opportunities remote workers face in defining and achieving their career goals. If you're feeling isolated or uncertain about your career direction while working from home, this episode is for you:1.Learn how to set clear, achievable career goals even when you're not in the office.2.Discover practical tips for enhancing your skills and networking remotely.3.Understand the importance of building a strong personal brand to stand out in your organization.Don't let remote work stall your career growth—listen to this episode now and take charge of your professional future!
Who do you respect most and why? Is it someone from your personal life, a public figure, or a professional idol? Discover how respect plays a crucial role in leadership in this engaging podcast episode.Respect is essential in leadership, especially within contact centers. Whether you're looking to earn respect from your team, peers, or leaders, this episode breaks down how you can cultivate and maintain it, making your professional journey more fulfilling and effective.1.Learn the four key attributes of respected leaders: competence, integrity, being a team player, and having a strong identity.2.Understand the importance of continuous learning, trustworthiness, and building relationships to gain and retain respect in your workplace.3.Discover practical tips on how to communicate effectively, share successes, and mentor others to enhance your leadership skills.Tune into this episode now to transform your leadership style and earn the respect you deserve in your workplace!
Are your remote employees as engaged and satisfied as they could be, or are you struggling with the same old turnover issues despite offering the flexibility of working from home?Many businesses are transitioning to remote work, believing it will increase employee satisfaction and reduce turnover. However, despite offering this much-desired benefit, many companies are still facing high turnover rates and disengaged employees. This episode addresses these concerns head-on and offers practical solutions:Learn how to effectively set priorities for remote employees to ensure they feel valued and engaged from the start of their day.Discover the importance of repetition and over-communication in building a strong, cohesive remote team.Gain insights into the necessity of face-to-face interactions and how to implement them even with a remote workforce.Don’t let remote work challenges hold your team back—listen to this episode now and transform your approach to managing at-home agents!
How is your team working? Are they remote? Looking for some new ideas on how to build a strong and unified team? Join us for Podcast 124.
We work in a very stressful and difficult industry. Do you know the signs of depression? As a leader; what do you look for? What do you do? Join us for this important subject. AHT, First Call resolution, Gamification and AI can wait...
Learn some Leadership Quick Hits focused on AI. Are you ready for AI? If not, this is some background discussion for the Contact Center.
Leaders need courage to be successful. Are you courageous? Do you take ownership? Are you able to accept criticism? Do you have the courage to make signficant change? Want to be courageous in the contact center? Listen up!
Successful new technology always has 3 components. Safer, Better and Cheaper. We know AI will be disruptive. Will it be safer, better and cheaper? Join us for a discussion about AI. The answer is a resounding YES and and maybe "no" in some key instances. Join us and learn.
Have you done a PIP recently? Adherence? Attendance? How many successful PIP's have you done? Can we get better at PIPS? Of course we can. Learn some new ideas to get better at PIPS- especially for Adherence and Attendance.
Can you teach confidence in the contact center? Yes you can! Join us to learn how to prepare, model, share success and invest in believing in your team.
A tropical island? No way.. Maybe yes? Learn the attributes of a successful contact center: Be Steady, Have the "wind" at your back and be "One Happy Island". And yes... you should check out Aruba as well!
Part 3 of our Love Series: Love the Results.If you Love First & Love Smart; you can love the results. Learn some quick hit results that can come from being on purpose about engagement, coaching and customer experience. Also learn the two best options for AI in your center to drive performance for your people.
Learn how to Love Smart in your Contact Center. Successful leaders see the big picture; they play the long game and invest in their employees. Do you invest in leaders? You should. Join us to learn more.
Do you love your employees first? Or treat them like "rental cars"? Love your employees and they will love your customers. Join us to learn how to "love first".
If you "talk the talk"; do your employees "walk the walk"? Do you motivate your team to take action and make things happen? Learn the key attributes to being a motivational leader and the results you can expect.
Are you an effective problem solver leader? Do you have members on your team that you can trust to help you solve the BIG problems in front of you? Learn the key attributes of a problem solver.
IVR surveys can be a competitive advantage for your contact center. Join us to learn what your IVR "should be" and "could be" for your center.
On the first day of Christmas my true love gave to me... Learn the 12 keys to a world class contact center. How many do you have? How many are you planning to have as a competitive advantage in the coming year? Join us.
Engagement? How successful are you in connecting with your employees and driving performance? Do you measure it? Do you reward and recognize behavior that increases your connection to your employees? Learn the key drivers and steps you must take to increase engagement.
Is your career moving the way you want? Do you stand out from the crowd? Join us to learn how to stand out and get noticed in the contact center. Be careful... the answers require hard work, discipline and stepping up to compete. Trust me... it's worth it.
Do you have emotional intelligence? Are you a leader that can take advantage of your "intelligence" when interacting with your team in the contact center? Learn the attributes of success for emotional intelligence as you lead your center.
How do we stop poor performance in the contact Center? Learn a simple and successful way to help your team be successful. "Put the Fire Out"- dealing with poor performance in your team.
Hiring is such a tough challenge in the contact center. Learn some quick hits to improve the success of your hiring. It is all about your culture. Embrace your strengths and put them to use to improve your hiring.
Unlock the keys to success with Gen Z. They want to make an impact!. Help them be the very best they can be. Learn actions you can take today to make you more successful with this generation.
Learn and assess 5 key areas that are important to your leadership success. We focus on Administration, Connection, Teach/Coaching, Working "Up" and "leading". Come learn more!
Learn some steps and ideas on how to be successful with remote agents. We need to pursue maximizing our time with them to help them be successful. We pursue growing their information, skills and desire to make them the best they can be.
Have you heard of the Seven Deadly Sins? The First one is Pride. It can wreck your leadership goals, your career and your life. Join us to learn how to see pride and its effect on you and your future.
Listen now! We put URGENT in the title for a reason. If you want to be successful in your center; you need these 5 must-haves. . Be ready to grade yourself. One more thing; you need all five. Your success, your career, your promotion and your pay raise all go up if you are leading in these five areas.
When you want to succeed as bad as you want to breathe, then you'll be successful! Eric Thomas- Does that quote inspire you to succeed? Yes? No? Learn how to inspire others in this podcast. Learn the key steps to inspiring others. Plus there are some really cool inspiring quotes as well!
Knowing the Right answer in a contact center is NOT always the fastest way to solve a problem. This is true in customer calls and coaching. Active listening helps us to get the right answer for our clients and our employees. Join us to learn how to use valuable customer skills to be a better coach.
Thinking about being a mentor. What a great idea and a way to give back. Listen to this podcast and learn some key takeaways for being successful as a mentor. It's a big commitment but also very rewarding.
Learn how to find a mentor for your career. Are you the right person to have a mentor? What should you be looking for in a mentor? Learn more here.
Learn the steps to make a difference in your center. Solve problems, make changes and be a person that can make a difference.
Do you love your contact center job? Do you employee's love their jobs? Join us to learn more about "finding some love" in your job and your employees!
Get ready for the summer workplace. Learn some ideas and plans to get the best out of your Contact Center summer.
Learn how to get a great start in your contact center. Engage, encourage and learning are the keys to a great start. Learn the steps and areas that need to be covered each and every day to ensure success.
Is your workforce still completely remote? Are you hybrid? Looking to bring them back to the office? Join us for a look at some ideas and thoughts around getting your best results from your at home workforce.
Leadership Quick Hits Volume III. Podcast 82- Leadership Quick Hits Volume IIPodcast 4- Leadership Quick Hits Volume IJoin us for 6 new Quick Hits...
A loyal, informed, skilled and engaged employee is the answer to every challenge in your center. Learn how to make time and and make this happen in your center.
Does you want your contact center to survive or thrive? We all want them to thrive. That means we need two superpowers: Coaching and Time. Find out if your center has the attributes necessary to have the superpowers of coaching and time. You will be challenged and encouraged.
Do you have a BPO partnership? Are you considering starting one? Learn three key factors to successfully transfer your culture to your BPO. Get closer and in better synch with your partner. Everybody wins. And the biggest winner is your customer.
We don't have enough time to coach... Have you ever said that? How well do you coach with the time you have? Learn the four principles of coaching and how to measure coaching.
Average Handle time... what a challenge. Join us to learn the four drivers of high AHT and some innovative ways to improve your AHT. Learn practical changes you can make. Be prepared to be challenged.
Basics taught, Basics Learned, Basics Followed. The first best practice in a contact center is to make sure everyone knows the "basics"- Time, Availability, Knowledge and Success. Without these as a baseline you will never achieve your goals. Join us!
More leadership quick hits for the contact center. Check out Podcast 64 for Volume 1. Ownership is everything, Be transparent... ( this one has the Migraine blocker...)
Is your contact center culture a competitive advantage for you? It should be. Join us to learn the: Who, Where, What, When, How... of a competitive contact culture.
Leadership requires that we focus on three key areas to be successful. Your performance, your people and your customers. It is not "luck"; it is not a "gamble". It is hardwork, focus and consistent effort. Join us to learn more.
Great leaders have great meetings. Here are some valuable tips for a having effective meetings in your contact center (It's ok if you are not in a contact center!). Learn some of the keys to having a great meeting and getting great value out of your meetings.
This is Part IV in our series on keeping your best people. Everyday in the center or career smart. What does everyday life looks like in your center. What are the keys to success in holding on to your best people. Learn to Connect, Encourage and Build/Learn
First steps in the contact center are important the frontline agent and the leaders. If we start right with our employees we can make great strides in our performance. This is something leaders can build on and make tremendous improvement. Come learn more about those First Steps.
Is your nesting program built to help you keep your best people? Training is over and now it is time to start their work on the floor. Time to Nest. Learn the key attributes of nesting and how to make your nesting a competitive advantage for your contact center.
Are you keeping your best people? You should be. It starts with new hire training. Do you get off to a great start? Is your LMS effective and efficient? Do you ramp quickly? Join us and learn how to keep your best people.
Feeling stressed? How do you deal with it? How can we prepare? How can we Strive & Thrive? Join us for a very direct look at how to deal with stress in your life.
Are you empowered? Do you empower your people? Contact centers need empowered leaders and an empowered front line. Join us to learn about clarity, support and autonomy to get "empowered"!
Do you feel like you "Can't Lose" in your contact center? You should. Join us for Podcast 72 to learn what it takes to "Can't Lose" in your center. Be confident. Be successful. Win in your center!
Clear Eyes, Full Hearts, Can't Lose. Join us to learn what a Full Heart can do for your contact Center. What is the heartbeat of your Contact Center? What is the "fuel" that drives the Heart of your center? Learn today!
Great leaders can assess where they are and change for their customers, their company and their employees. Take a closer look at these 3 areas of challenge: Leadership training, New Hire onboarding and Culture. Leaders make a difference; are you one?
Just do it! We need something to do right now to connect with our frontline. Here are 5 questions you can ask for the next week to make a closer connection with your team.
High Performance, Innovation, Designed for the User and Loyalty... Sounds like your Contact Center Culture or just a Tesla? Learn how your contact center culture can thrive and be just like a Tesla.
We fight attrition and adherence challenges with Connection, Encouragement and Build/Learn. Join us to learn what to say and do to fight attrition and adherence.
Employee engagement is critical to a Contact Center Success. How much?(Quantity) How well? (Quality) needs to be enhanced by How are you? (Agent Engagement). Learn how to measure the "How are You? in your center.
Dealing with Difficult people can be draining. Learn how to identify the types of difficult people, better understand whether you are difficult and learn ways to deal each day with your team.
Looking for some quick hit leadership ideas? You have found them! Leadership can be challenging but making the right decisions can be simple and easy if you follow these ideas. Enjoy.
For a contact center leader, technology is one of your best weapons to overcome the challenges you face. One of our toughest challenges is holding on to our best people. Join us for a look at what is possible to "keep" the ones you want using technology.
Are you achieving your dreams and goals at work? Maybe what is holding you back is... you. Join us for todays podcast and learn how to improve your weaknesses and your strengths. Go make it happen.
Challenged by dealing with your difficult employees? Learn how to evaluate your employees "weed" trait. Are they incompetent, ignorant, careless or simply a bad attitude. Join us to learn how to deal with each one.
We build loyalty with our employees by giving them an opportunity to grow in our organization. Gifts are great but we are better off giving them them the "Gift of "Grow". Learn four areas you can help your employees grow in your organization.
Getting Better means driving training and learning to get better performance from our frontline in three areas: Products and Services, Connection with our company (mission, vision and values) and in our skills(both professional and personal growth). Join us to learn how to absorb (learn) all of these to make our Contact Center stronger.
Measuring performance in the Contact center needs new and creative ideas to meet the competitive needs of your organization. Do you still measure the "old way"? How are you doing? Learn more in this new Podcast. Part Two.
Part of of our series: Three questions in the Contact Center is "Where do we stand or more important where are we vulnerable in our contact center. Learn how to look and see where you are at the most risk with your frontline. We focus on your mission, connection and employee engagement.
Leaders need to be able to have direct conversations with their team. It's not easy to share critical or sometimes negative results with members of your team. It can be stressful and worse; unsuccessful. Join us to learn the 5 key steps you can take to have successful direct conversations with your team.
Are you an engaged Contact Center leader? Do you want to be? Learn the three key areas you must be engaged to be successful. Join us; Get committed and greatly interested.
Learn how to problem solve in the Contact Center. Using Maslows Hierarchy of Needs (Remember psych 101?); learn how to evaluate your centers challenges.
Learn how to solve problems with your team. Make your team meetings a place where you can accomplish your goals and meet the challenges of the organization.
Do you have office politics in your contact center? Do you just want to do your job and get rewarded for your effort and work? Learn how to identify office politics and what to do to make sure you can achieve your goals and dreams.
Your frontline employees need joy more than they need KPI's. They need a champion more than a supervisor. Join us for Part 4: The Four Attributes of Leadership as we discuss Joy as a leadership attribute.
Leadership requires us to help "others" grow and get better. Learn how to make "others" important in your contact center. Part 3 focuses on helping others to succeed and be the very best they can be under your leadership.
Leadership requires respect from the people you are responsible for. To be respected you have to have competence in your job and theirs. It may seem obvious but many lose sight of the need to grow and learn in your leadership role. Join us to learn more.
Join us for the first podcast of a 4-Part Series on Leadership. Learn to be trustworthy. Some trust out of faith; being trustworthy is something you earn. Your employees deserve a trustworthy leader.
Show me the Money! Just kidding. If you want to be successful in the contact center; do these two things! It really will help you get a promotion and a raise because having successful people and keeping them around is about as good as it gets. Enjoy!
Who, What, When, Where, Why and How. Join us for a Coaching 101 basic discussion of Contact Center leadership. Let's get back to basics in this podcast on your job as a contact center leader.
Looking to leap ahead in your career? Learn 5 life skills that you can use to live a better career and a better life. Life skills affect every part of your day and help you to thrive.
Selling in a contact center is challenging. Your culture can give you a competitive advantage in your industry. Learn the 5 keys to sales culture in the Contact Center. It can be the key to keeping and acquiring sales talent. How does your organization do in these five areas?
Did you see the paradigm shift? It happened! The pandemic has changed everything; well not everything but enough that we need to look closer at the new contact center culture. Join us for the 5 keys to the new contact center culture. Number 5 is more Potluck dinners!
Learn the 5 keys to overcoming "I don't know at work. Leaders are supposed to know everything, right? Well we don't. Learn how to deal with the areas of work that you need to improve on
Are you a team player? We hope so! Join us for a podcast on "Taking one for the Team. Learn the three keys to being a great team player. Teamwork is fun, rewarding and most important great for your contact center.
Let's talk engagement! Learn four misconceptions about employee engagement and how to lead your organization. Get some "work fun" happening in your center today.
Podcast 39- The Big Excuse In The Contact Center- The Phones are Jammed... by The Contact Center Coach
Brand to Contact Center Leadership? Join us for a three part series: I'm New; Now what do I do? Today's Podcast is Part 3: Managing "up" to my boss. Get a quick burst of ideas for getting off to a great start with your boss. Learning how to work with your boss will help you lead others. Be the best you can be as a new leader.
Brand to Contact Center Leadership? Join us for a three part series: I'm New; Now what do I do? Today's Podcast is Part 2: Managing my people. Learn that in today's contact center it starts with learning to communicate professionally, direct and with encouragement. Be the best you can be as a new leader.
Brand to Contact Center Leadership? Join us for a three part series: I'm New; Now what do I do? Today's podcast is on Managing the Numbers. Get a quickstart look at the numbers in the center and what you need to learn and master to be successful. This is part one so make sure you listen to the next two parts as well.
Two simple words with enormous value. How many times a day to you get a "thank you"? How many times a day to you give a "thank you"? You will be a better leader if that number grows. Learn how to increase the "thank you's" in your day.
Learn how to make the most of the feedback our boss gives us. Coaching sessions are invaluable to our career and our paycheck. Be great at receiving feedback from your boss.
Take your values off the wall and live them in your contact center. When your employees live your values- great things happen. Learn how to remind, reward and recognize the values in your organization. The third part on Purpose, Mission and Values.
Do your employees own your mission? Can they see how they fit? Do they understand how important they are? Join us to learn how to help your employees own your mission. The result is better performance and engaged employees.
What is your purpose at work? Not sure? Listen to this weeks podcast and learn what your purpose is as a Contact Center leader.
Join us for a discussion about setting priorities in the contact center and in your weekly life. It all starts with "putting first things first". This podcast will help you at home and at work.
So many numbers, so much information! How do we focus on measuring our frontlines performance? Learn how to measure your employees performance that helps them get better and lets you achieve your goals. Learn the steps to measure performance: Find success, challenges, get informed and connect with their peers.
Are you great at new hires? You should be. Bringing new hires into your organization is critical to successful contact centers. Learn how to get the very best result out of your new hires.
How competitive is your Contact Center? Learn to use competition to help build success in your center. Competition if done correctly can be healthy and valuable. Learn to compete fairly and equally.
Are there people that work for you that don't like? Here is some advice on how to deal with this circumstance. Learn how to be a great leader even with people you don't like. Here is the first thing to know: it is your problem!
Have you talked about cultural diversity awareness and sensitivity in your Contact Center? Join Michael and have a frank discussion about culture and race. Learn some steps you can take to get a new perspective on cultural awareness and sensitivity.
Let's talk about your career path. Do you have a plan? Have you considered if there is a "next" position for you? Join Michael to learn how you can begin a career path.
Join Michael for a discussion about trust in your organization. Are you trustworthy? What about your direct reports? Learn how to assess the trust in your organization.
High School! Clicks-Jocks, Nerds, Burnouts, Band.... you remember. Join Michael to learn how contact centers are a little like high school. Learn how to connect with the people in your center. Also a fascinating fact about scuba diving...
Great contact center culture always includes; Finding Someone Doing Something Right. Is that what your center does? Learn how to build your culture and find people doing the right things. Learn how to share it with them.
1979 Solid Gold Hit YMCA! In the contact center that stands for one on one coaching. Your thoughts, My Thoughts, Calibrate and Action!
Join me to learn how to have a one on one coaching session using YMCA.
I am stressed! Are you? Stress is not new to the Contact Center. Learn how to overcome stress in the contact center. Yes, it starts with getting back to basics in the way we take care of ourselves and the way we communicate and deal with our peers. You will be a better leader by learning to handle your stress.
When was the last time you had fun in your contact center. Here are some basics for Contact Center fun along with some ideas on things to do. Remember we need to be: In it together, Common Language and Doing things together.
Connection is your contact center is critical to success. Whether you have at home workers or in-house every CSR needs to be connected to their peers, your company and you. Learn how to connect with your contact center.
Learn what you can do for the reps you have at home. This podcast is for contact center leaders working through the challenges of sending their reps home in times of upheaval and challenge. The Title? Just trying to have some fun!
Learn the TenTruths of Sales and Service in the Contact Center. Truth is something you can't avoid or dismiss. You have to deal with it! Knowing the Ten Truths for Sales and Service will help you be a better leader in your Contact Center.
Customer words make a BIG difference. Learn the 5 words that make up the Pantheon of Customer comments. Also learn why your customer comments are so important to your frontline. This message is crucial for supervisors and leaders. We need all the help we can get and the customers are our best option.
Get some great attitude. Learn the four keys to having a great attitude. Being a leader of people requires us to inspire and lead our contact center teams. Having a positive attitude is a great way to start.
Join Michael for a discussion about Reinforcement to help you recognize and reward EVERYONE in your contact center. What drives you Fear, Fame, Fun or Fortune?
We're Number 3! Coaching the Boredom out of your Frontline. Learn some new ideas on how to reduce boredom in your Contact Center.
Learn how to measure and define your frontline reps for performance excellence. Manage the RISK in your center by learning the keys to identifying the areas of improvement for your frontline.
In this episode, Michael discusses the importance of embracing the individual team member.
The customers are changing in our contact centers. More impatient, equipped with new information and their own plans for success. The job for our front line is getting more difficult. Learn how to be a Patient, Probing and Learning Leader.
In this episode, Michael discusses the importance of keeping people inspired in a contact center and gives three keys to achieving this new KPI.
Part 3 in our Series on Culture. Today we look at a Service culture for the organization. This gives us a conclusion to our three part series on culture: The frontline, Leaders and the Service Organization.
Part 2 in our Series on Culture: Learn the keys to a strong leader culture. Are you all in?
Everyone talks about culture. Here are six keys to having a winning culture in the contact center. Remember if you are early you are on time, if you are on time you are late and if you are late you are history.
Learn about the Contact Center Garden and the three types of employees you will lead in your center. This a great way to take a different look at your center and unique perspective on the individuals that make your your team and center.