Shmuel Saklad: Building High-Performance Teams Through Two-Way Communication | Contact Center Leadership

"People are everything. They're your brand protectors—those are the people we need to support and empower so they're giving that great experience to your customers." Shmuel Saklad brings a decade of B2B contact center wisdom that most executives are ignoring: your customer experience is only as good as your employee experience, and there's no shortcut around building real human connection.As a senior manager at Being Follow, Shmuel has watched relationships make or break entire teams. This conversation exposes the hidden cost of assumptions in the workplace, why behavioral science proves our brains spiral without two-way communication, and the exact framework new managers need to build trust before they start managing performance.What you'll learn:The 10-minute conversation strategy that transforms new managers from threatening to trustedHow assumptions spiral when communication breaks down—and the behavioral science behind itWhy empowering employees is the actual path to customer retention (not just feel-good HR talk)The relationship-first approach to performance management that prevents defensive reactionsWhy "happy employees = productive employees = happy customers" isn't just a slogan—it's measurable ROIPerfect for leaders managing B2B teams, contact center operations, or anyone who wants engaged employees who actually protect your brand instead of just showing up.===You can connect with Shmuel Saklad here:www.linkedin.com/in/shmuel-sakladYou can connect with Karl Pontau here:www.thehumanconnectionpodcast.comhttps://www.linkedin.com/in/kpontauhttps://www.youtube.com/channel/UCUbf_bDWwB9KVrFn5Sj3u2w?sub_confirmation=1Please like, subscribe, and share this episode with somebody you care about!