エピソード

  • It's Not to Late-Finish Strong! Year End Reviews

    It's Not to Late-Finish Strong! Year End Reviews
    2024/11/21
    What if one hour could define your entire year? Are you ready for your next year-end review to be a career game-changer instead of just another meeting? Your year-end review determines critical outcomes—your promotion, raise, and professional growth. Whether it's a few months away or just around the corner, now is the time to prepare and take control of your career trajectory. This episode dives into actionable steps to ensure your year ends on a high note, no matter where you stand today. • Discover how to transform feedback from last year's review into accomplishments your leader will notice. • Learn the power of volunteering for key projects to set yourself apart. • Uncover strategies to position yourself as a leader who’s ready for the challenges of next year.
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    21 分
  • Why "Doing Things For, Not To" Your Contact Center Team Transforms Performance

    Why "Doing Things For, Not To" Your Contact Center Team Transforms Performance
    2024/11/07
    What if two tiny words could transform your leadership approach in the contact center? Are you a "to" or "for" kind of leader? In this episode, we dive into a core contact center challenge: building a culture that truly empowers employees. Discover the critical difference between doing things for your team versus to them and how this shift can elevate morale, drive better performance, and ultimately enhance the customer experience. 1. Gain insights into using "for" vs. "to" language to strengthen team culture. 2. Learn practical ways to apply this mindset to areas like coaching, quality monitoring, and bonuses. 3. Understand how small changes in your approach can make your organization a place where employees feel valued and motivated.
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    21 分
  • Podcast 135 - Podcast 135- How To Gain Dominion Over Your Contact Center & Achieve Superior Results

    Podcast 135 - Podcast 135- How To Gain Dominion Over Your Contact Center & Achieve Superior Results
    2024/10/11
    Do you feel like you have full control over your contact center? What if there was a way to reign supreme in every aspect, from employee engagement to customer experience? In this episode, we dive into how leaders can achieve dominion over their contact centers. By mastering time and harnessing the power of true authority, you’ll uncover how to streamline operations, reduce turnover, and boost overall performance. Listeners will learn: 1. How to leverage time as a key asset in improving productivity and reducing turnover. 2. The secrets to achieving a competitive advantage, even against industry giants. 3. Ways to implement customized, scalable solutions for individual employee growth and engagement.
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    25 分
  • Podcast 134 - Are You Being Overcome By Contact Center Challenges, Or Bold Enough To Overcome Them?

    Podcast 134 - Are You Being Overcome By Contact Center Challenges, Or Bold Enough To Overcome Them?
    2024/09/26
    Are you the type of leader who is overcoming the challenges in your contact center, or are you being overcome by them? Interest (I): In this episode, we explore the two sides of leadership in the contact center world: those who boldly overcome the biggest challenges—like turnover, engagement, coaching, and customer experience—and those who feel overwhelmed and stuck, accepting things as they are. Desire (D): Learn how to shift your mindset from being overcome to actively overcoming the toughest challenges in your contact center. Discover proven strategies to reduce turnover, improve engagement, and boost coaching effectiveness. Uncover how to transform customer feedback into actionable insights that elevate your team’s performance and satisfaction.
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    23 分
  • Podcast 133 - Building Unshakable Resilience- How Contact Center Leaders Thrive Through Adversity

    Podcast 133 - Building Unshakable Resilience- How Contact Center Leaders Thrive Through Adversity
    2024/09/12
    Have you ever faced a situation where everything seemed to fall apart, and yet you had to lead your team through it? How do leaders in contact centers find the strength to bounce back from constant pressure? In today's fast-paced contact center environment, adversity is inevitable. High stress, tight deadlines, and unexpected challenges are all part of the job. This episode dives into what it takes to develop resilience—an essential trait for thriving in these tough conditions and leading with confidence. • Discover how to stay composed and maintain focus even in the face of overwhelming stress. • Learn five key traits that can help you become a more resilient leader and inspire your team to persevere. • Gain actionable strategies to help you develop the mental toughness needed for long-term success in your career.
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    25 分
  • 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!
    2024/08/30
    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 分
  • 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
    2024/08/22
    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 分
  • 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
    2024/08/14
    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 分