The Contact Center Coach

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 m...

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 r...

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.

What does it truly take to be a courageous leader in today’s challenging work environment? In this episode, we dive into how embracing courage can transform your leadership style, improve team dynamics, and ultimately drive success in your organization. Whether you’re facing new challenges, seeking growth, or navigating complex workplace dynamics, understanding the role of courage in leadership is...

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.