エピソード

  • Podcast 146-Stop Coaching Listening—Start Living It- The Real Path to Great Contact Center Leadership

    Podcast 146-Stop Coaching Listening—Start Living It- The Real Path to Great Contact Center Leadership
    2025/04/15
    Are you just hearing... or are you truly listening? What if the key to becoming a respected leader isn’t what you say—but how deeply you listen? In the contact center world, we train agents to listen actively every day—yet many leaders struggle with the same skill. This episode dives into the crucial difference between hearing and listening, and how that one distinction could reshape your leadership, elevate team trust, and fast-track your influence up the org chart. By tuning in, you'll learn: How to eliminate distractions and sharpen your listening focus—even in noisy environments Practical verbal and nonverbal techniques that show your team you're locked in A powerful mindset shift for listening to your leader, your team, and even yourself Listen now to discover the 3 essential techniques that will make you a more present, effective, and trusted contact center leader.
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    19 分
  • Podcast 145- Show Me The Money! Why ROI Is Everything in Your Contact Center.

    Podcast 145- Show Me The Money! Why ROI Is Everything in Your Contact Center.
    2025/03/10
    When was the last time you used the term "ROI" at work? One hour ago? One month? Never? If you’re leading or want to lead in a contact center, understanding and using ROI should be second nature. In the high-pressure world of contact centers, every decision—whether about staffing, technology, or training—impacts the bottom line. Leaders who fail to measure success in terms of return on investment struggle to justify initiatives, optimize costs, and gain executive buy-in. If you want to stand out and advance your career, you must think like a business owner and master ROI. Learn how to frame your ideas and initiatives in terms of ROI to gain leadership support. Discover why cost-cutting isn’t about squeezing employees but about smarter, more efficient operations. Get practical, real-world strategies to balance engagement, efficiency, and profit while improving customer experience.
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    21 分
  • Podcast 144-Why Being a Giver Is the Secret Leadership Trait Contact Center Leaders Overlook

    Podcast 144-Why Being a Giver Is the Secret Leadership Trait Contact Center Leaders Overlook
    2025/02/27
    What’s the one thing that could transform your leadership, career, and personal relationships—without costing you a dime? In this episode, I reflect on the life of my late father, an extraordinary giver, and explore what it truly means to be a giver in both life and leadership. Whether it’s your time, wisdom, or support, giving can shape your legacy and elevate those around you. But how do you cultivate the right mindset to be a giver? Discover the four essential attributes of a true giver and how they can change your career and relationships. Learn how generosity and empathy can make you a more effective leader in the workplace. Find out why being intentional about giving can create a lasting impact on those around you.
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    22 分
  • Podcast 143-How AI Quality Unlocks Faster, Better, and Cheaper Contact Center Results—Recap Rundown

    Podcast 143-How AI Quality Unlocks Faster, Better, and Cheaper Contact Center Results—Recap Rundown
    2025/02/10
    Is AI truly revolutionizing contact centers, or is it just another buzzword? We’ve heard that AI will make our operations more “data-driven,” but is that really the game-changer, or have we been missing the bigger picture all along? If you're trying to justify AI in your contact center, you’re likely being told it will streamline operations, reduce costs, and improve customer experience. But what if the real power of AI isn’t just about automation—but about empowering people with the right data at the right time? In this episode, we cut through the AI hype and break down exactly where AI Quality delivers ROI—without losing sight of the people who make contact centers successful. Learn the four key mindsets required to make AI Quality work for your contact center. Discover the top three financial benefits AI delivers—from cutting post-call wrap-up time to optimizing QA resources. Understand how AI-driven insights create a faster, better, and cheaper approach that improves both agent performance and customer experience.
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    22 分
  • Podcast 142- Everybody WIns- The New Reality of AI Quality Monitoring

    Podcast 142- Everybody WIns- The New Reality of AI Quality Monitoring
    2025/01/29
    Have you ever worried about what’s hiding in the calls you don’t review? For decades, contact centers have only monitored a fraction of customer interactions, leaving hundreds of calls in the dark. But what if you could see everything? Traditional quality monitoring has always been limited by time and cost, meaning only a handful of calls get reviewed while the rest remain untouched. Now, AI is changing the game, offering 100% call monitoring. But is it really necessary? In this episode, we dive into whether full AI-driven quality monitoring is the right choice for your organization and what you need to make it work. Discover how AI-driven QM gives agents more confidence, faster feedback, and real success in their roles. Learn how supervisors can streamline coaching, celebrate wins, and focus on what truly matters. Understand how executives can gain better insights into customer experience, compliance, and operational efficiency with data-driven decision-making. And the best part? Everybody wins—agents, supervisors, executives, and most importantly, your customers.
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    26 分
  • Podcast 141-Why AI Can’t Replace Human Judgement in Quality Monitoring – Or Can It_

    Podcast 141-Why AI Can’t Replace Human Judgement in Quality Monitoring – Or Can It_
    2025/01/25
    Are you ready for the biggest paradigm shift in quality monitoring? AI is changing the game, and if you're still relying on traditional methods, you might be falling behind. With AI revolutionizing quality monitoring, contact centers can now analyze 100% of calls instead of just a fraction. But what does this mean for your QA processes, your team, and your business outcomes? This episode unpacks how AI is making monitoring faster, better, and cheaper—without losing the human touch. Discover how AI can enhance compliance while redefining soft skills evaluation. Learn what changes you need to make to your QA forms to stay relevant in this new landscape. Understand how AI-driven insights can empower your agents and improve customer satisfaction.
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    23 分
  • Podcast 140 Take Control- How You Can Stop Drifting and Lead Your Contact Center with Purpose

    Podcast 140 Take Control- How You Can Stop Drifting and Lead Your Contact Center with Purpose
    2025/01/15
    Is your contact center drifting? Is your career drifting? Are your teams losing direction, your strategies becoming stale, or your performance plateauing? Drift can sneak in and wreak havoc on your career, your team, and your customer experience. As contact center leaders, drift can show up in many ways: disengaged employees, unaddressed inefficiencies, and missed opportunities for growth. With shifting priorities—new technologies, evolving customer expectations, and the constant challenge of engagement—staying on course requires focus. Without it, you risk letting drift derail your goals and outcomes. 1. Discover how to assess and stop drift in your contact center relationships with employees, peers, and leadership. 2. Learn how to build momentum in your skills and knowledge to stay competitive in the rapidly evolving contact center industry. 3. Uncover actionable strategies to turn your career dreams into structured plans that deliver results.
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    20 分
  • Podcast 139-5 Common Mistakes Contact Center Leaders Make That Derail Their Careers

    Podcast 139-5 Common Mistakes Contact Center Leaders Make That Derail Their Careers
    2024/12/11
    Have you ever watched a promising leader fall from grace, leaving everyone in shock and wondering what went wrong? This episode dives into the subtle mistakes and blind spots that could derail your contact center leadership career. The pressures of working in a contact center are unique and intense, but those same pressures can sometimes lead to actions—or inactions—that jeopardize careers. Whether you’re a leader or guiding one, this episode is packed with insights to help you identify and navigate potential pitfalls. Learn five subtle but critical mistakes that can sabotage your leadership career. Discover actionable strategies to build stronger relationships with employees, peers, and leaders. Gain insights on how to adapt, innovate, and stay relevant in the ever-changing contact center environment.
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    23 分