The Contact Center Coach

By: The Contact Center Coach
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  • Summary

  • 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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Episodes
  • 132 - Does Your Retention Strategy Lack Early Detection Of Departure Signals? How To Fix It NOW!

    132 - Does Your Retention Strategy Lack Early Detection Of Departure Signals? How To Fix It NOW!
    Aug 30 2024
    Have you ever wondered if you could spot the signs before someone on your team decides to leave? In the fast-paced world of contact centers, employee turnover can feel like an unstoppable force. But what if you could recognize the subtle clues that indicate a team member is thinking about leaving? Understanding these signals could be the key to reducing turnover and keeping your best talent. Learn to identify the early warning signs that an employee is considering leaving. Discover strategies to engage and retain valuable team members before they make the decision to exit. Understand how to manage and mitigate the impact of turnover on your team and organization.
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    24 mins
  • 131 How Contact Centers Can Combat Remote Worker Disconnection & Build A Stronger Team

    131 How Contact Centers Can Combat Remote Worker Disconnection & Build A Stronger Team
    Aug 22 2024
    Are your remote agents feeling more disconnected than ever, despite being constantly "connected"? In today's digital world, it's easy to assume that being online means being connected. However, many remote workers struggle with a lack of genuine connection, leading to feelings of isolation and disengagement. This episode addresses the critical issue of disconnection among remote employees, especially in your contact center, and offers practical solutions to help them feel more connected to your organization. 1. Discover how to reinforce your company's mission and values to keep remote employees aligned with your organization's goals. 2. Learn strategies to foster peer-to-peer connections, even in a virtual environment. 3. Gain insights on maintaining employee engagement by linking their performance to personal responsibility and purpose.
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    25 mins
  • 130 - Why Loneliness Is Impacting Your Remote Contact Center Agents - 8:14:24, 2.26 PM

    130 - Why Loneliness Is Impacting Your Remote Contact Center Agents - 8:14:24, 2.26 PM
    Aug 14 2024
    130 - Why Loneliness Is Impacting Your Remote Contact Center Agents - 8:14:24, 2.26 PM by The Contact Center Coach
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    30 mins
Economics
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