Claim OwnershipThe Contact Center Coach
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Description
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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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.
Are you energized or drained by your BPO partner? Is it time to evaluate if your partnership is fueling your success—or holding you back?
In today’s fast-paced business environment, outsourcing to a BPO is often necessary, but how do you know if your BPO is truly working for you? This episode explores the signs of a thriving BPO partnership and provides actionable insights for assessing and improving the collaboration, whether you’re already partnered with a BPO or considering one.
Learn how to identify the metrics that matter most and go beyond standard service levels to measure true success.
Discover the human element of agent engagement and how to foster a culture of empathy and motivation across your partnership.
Explore the importance of operational excellence, flexibility, and cultural alignment for a seamless, effective collaboration.
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.
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.
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.
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.
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.
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.
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.
130 - Why Loneliness Is Impacting Your Remote Contact Center Agents - 8:14:24, 2.26 PM by The Contact Center Coach
Podcast 129 - Walk The Talk - Why Functional Love In Contact Centers Is Essential For Success by The Contact Center Coach
Do you find yourself constantly checking your phone, even when you know it’s distracting you from your work and personal life?
In today's episode, we're diving into the surprising ways your phone could be holding you back in your career and personal relationships. With 66% of Americans experiencing nomophobia and 57% reporting feeling addicted to their phones, this is a widespread issue impacting productivity, stress levels, and overall job performance.
1. Discover how to reclaim wasted hours and boost your productivity by limiting unnecessary phone usage.
2. Learn the profound impact your phone addiction might be having on your personal relationships and how to reconnect.
3. Understand the physical toll of constant phone use and how to mitigate its effects for better health and career success.
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!
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!
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!
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.
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...
Learn some Leadership Quick Hits focused on AI. Are you ready for AI? If not, this is some background discussion for the Contact Center.
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!
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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