123 afleveringen
The Contact Center Coach The Contact Center Coach
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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 124- Putting the Team in Teamwork
How is your team working? Are they remote? Looking for some new ideas on how to build a strong and unified team? Join us for Podcast 124.
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Podcast 123- Identifying Depression In The Contact Center
We work in a very stressful and difficult industry. Do you know the signs of depression? As a leader; what do you look for? What do you do? Join us for this important subject. AHT, First Call resolution, Gamification and AI can wait...
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Podcast 122 AI Leadership Quick Hits - Volume III
Learn some Leadership Quick Hits focused on AI. Are you ready for AI? If not, this is some background discussion for the Contact Center.
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Podcast 121- Courage
Leaders need courage to be successful. Are you courageous? Do you take ownership? Are you able to accept criticism? Do you have the courage to make signficant change? Want to be courageous in the contact center? Listen up!
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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.