The Contact Center Coach

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.

The five priorities you need to be successful everyday in your Contact center.

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.

Learn more about the Podcast and Michael Tamer in this short introduction.