The Contact Center Coach

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.