The Contact Center Coach

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!