Episodios

  • 127 - Don’t Let Working From Home Hurt Your Contact Center Career

    127 - Don’t Let Working From Home Hurt Your Contact Center Career
    Jul 10 2024
    Have you ever struggled to see a clear path for your career, especially while working from home? In today's episode, we dive into the unique challenges and opportunities remote workers face in defining and achieving their career goals. If you're feeling isolated or uncertain about your career direction while working from home, this episode is for you: 1. Learn how to set clear, achievable career goals even when you're not in the office. 2. Discover practical tips for enhancing your skills and networking remotely. 3. Understand the importance of building a strong personal brand to stand out in your organization. Don't let remote work stall your career growth—listen to this episode now and take charge of your professional future!
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    22 m
  • 126 - How To Build Leadership Respect In The Contact Center

    126 - How To Build Leadership Respect In The Contact Center
    Jul 2 2024
    Who do you respect most and why? Is it someone from your personal life, a public figure, or a professional idol? Discover how respect plays a crucial role in leadership in this engaging podcast episode. Respect is essential in leadership, especially within contact centers. Whether you're looking to earn respect from your team, peers, or leaders, this episode breaks down how you can cultivate and maintain it, making your professional journey more fulfilling and effective. 1. Learn the four key attributes of respected leaders: competence, integrity, being a team player, and having a strong identity. 2. Understand the importance of continuous learning, trustworthiness, and building relationships to gain and retain respect in your workplace. 3. Discover practical tips on how to communicate effectively, share successes, and mentor others to enhance your leadership skills. Tune into this episode now to transform your leadership style and earn the respect you deserve in your workplace!
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    21 m
  • Podcast 125 - Four KeysTo Improve At Home Agent Engagement & Reduce Turnover In Contact Centers

    Podcast 125 - Four KeysTo Improve At Home Agent Engagement & Reduce Turnover In Contact Centers
    Jun 26 2024
    Are your remote employees as engaged and satisfied as they could be, or are you struggling with the same old turnover issues despite offering the flexibility of working from home? Many businesses are transitioning to remote work, believing it will increase employee satisfaction and reduce turnover. However, despite offering this much-desired benefit, many companies are still facing high turnover rates and disengaged employees. This episode addresses these concerns head-on and offers practical solutions: Learn how to effectively set priorities for remote employees to ensure they feel valued and engaged from the start of their day. Discover the importance of repetition and over-communication in building a strong, cohesive remote team. Gain insights into the necessity of face-to-face interactions and how to implement them even with a remote workforce. Don’t let remote work challenges hold your team back—listen to this episode now and transform your approach to managing at-home agents!
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    16 m
  • Podcast 124- Putting the Team in Teamwork for Your Contact Center

    Podcast 124- Putting the Team in Teamwork for Your Contact Center
    Jun 3 2024
    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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    23 m
  • Podcast 123- Identifying Depression In The Contact Center

    Podcast 123- Identifying Depression In The Contact Center
    May 28 2024
    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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    22 m
  • Podcast 122 AI Leadership Quick Hits - Volume III

    Podcast 122 AI Leadership Quick Hits - Volume III
    May 17 2024
    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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    22 m
  • 121-1. Does Your Leadership Strategy Lack Courage Leading To Poor Employee Engagement? Here’s How To Fix It Right NOW

    121-1. Does Your Leadership Strategy Lack Courage Leading To Poor Employee Engagement? Here’s How To Fix It Right NOW
    May 8 2024
    What does it truly take to be a courageous leader in today’s challenging work environment? In this episode, we dive into how embracing courage can transform your leadership style, improve team dynamics, and ultimately drive success in your organization. Whether you’re facing new challenges, seeking growth, or navigating complex workplace dynamics, understanding the role of courage in leadership is crucial: 1. Discover how taking ownership can redefine your approach to leadership and accountability. 2. Learn the importance of embracing criticism and turning it into a tool for personal and professional growth. 3. Understand the impact of making significant changes and how to implement them effectively within your team or organization. Tune in now to uncover the secrets of courageous leadership and transform your professional journey!
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    21 m
  • Podcast 120 AI - Safer, Better, Cheaper - 5:1:24, 4.19 PM

    Podcast 120 AI - Safer, Better, Cheaper - 5:1:24, 4.19 PM
    May 1 2024
    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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    22 m