The Contact Center Coach Podcast Por The Contact Center Coach arte de portada

The Contact Center Coach

The Contact Center Coach

De: The Contact Center Coach
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 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.All rights reserved Economía
Episodios
  • Podcast 147-Six Types of Turnover Sabotaging Your Contact Center & How to Stop Them

    Podcast 147-Six Types of Turnover Sabotaging Your Contact Center & How to Stop Them
    Jun 6 2025
    👉 Is high turnover silently wrecking your contact center — and what can you do about it before it's too late? If you’re a contact center leader battling unachievable KPIs, burnout, and constant agent attrition, this episode digs into the hidden dangers you’re facing — and how they’re stalling your team's performance and culture. Discover why the same outdated strategies are setting your center up for failure and how rethinking turnover can change everything. ✅ Learn the 6 most damaging types of turnover hurting your contact center right now — and how to spot them early. ✅ Discover practical, no-cost ways to strengthen your hiring, training, and coaching processes to boost retention starting tomorrow. ✅ Gain insights on how small, strategic changes can drive massive improvements in employee engagement, morale, and overall performance.
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    25 m
  • 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
    Apr 15 2025
    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 m
  • 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.
    Mar 10 2025
    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 m
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