The Contact Center Coach

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 II Podcast 4- Leadership Quick Hits Volume I Join 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.