119 episodes
The Contact Center Coach The Contact Center Coach
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- Business
Michael J. Tamer is a 25-year veteran of the customer contact industry. Michael is the author of the book, The Four-Minute Customer, and visionary who was at the forefront of contact center quality monitoring software development. Throughout his career, Michael has been teaching the benefits of quality to organizations all over the world, including the United States Senate. Michael has received honors for his career achievements including Call Center Magazine's Pioneer Award and induction into the Call Center Hall of Fame.
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Podcast 120 AI - Safer, Better, Cheaper - 5:1:24, 4.19 PM
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.
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Podcast 119- PIP Or PEP (Performance Improvement Plan Or Performance Exit Plan
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.
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Podcast 118 - Teaching Confidence
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.
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Podcast 117- Your Contact Center Should Be More Like Aruba
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!
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Podcast 116- Love The Results!
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. -
Podcast 115- Love Smart
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.