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.
Podcast 70 - Calling Out Great Leaders to 3 Key Challenges
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?
Podcast 69 - 5 Ways To Connect In 5 Days
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.
Podcast 68 - Your Contact Center Culture Should Be Like A Tesla
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.
Podcast 67- Fighting Attrition And Adherence Challenges
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.
Podcast 66 - How Much? How Well? How Are You?
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.
Podcast 65- Dealing With Difficult People
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.
Great for an contact center professional!