The Contact Center Coach
by The Contact Center Coach
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.
Episodes
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Podcast 153- The $1 Million Hiring Class You Didn't Know You Could Eliminate
What if your next contact center hiring class could cost you over $1 million a year—and you didn't need it? Rising handle times, declining quality scores, and costly turnover have long been accepted as part of contact center operations. But what if improving agent performance could eliminate your...
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Podcast 152 The Call That Never Happens - 9:17:26, 8.24 AM
What if your contact center’s biggest savings opportunity isn’t shortening calls—but eliminating the calls that never needed to happen in the first place? Contact centers have spent decades attacking their biggest call drivers, automating simple interactions, and pushing customers toward...
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Podcast 151-Why Magic Should Be the Standard in Your Contact Center — Not the Exception
What if your contact center is sitting on all the data, tools, and talent it needs to create daily moments of operational magic—but you’re still only experiencing a fraction of what’s possible? For years, leaders have been limited by blind spots—seeing only a handful of interactions each month…
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Podcast 150-“I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again.”
I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning? For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same…
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Podcast 149-Podcast 149-How One Word Can Decide If You Deserve a Raise (It’s Not What You Think)
Do you really deserve a raise—or are you just hoping one comes your way? Many contact center leaders and professionals assume promotions and pay increases are outside of their control, but the truth is your leverage—the gap between the value you bring and the compensation you receive—is what...
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Podcast 148-How AI Promises Career-Changing ROI in Contact Centers (If You Apply It Right)
Are you overlooking the simple AI-driven changes in your contact center that could deliver career-changing ROI? Every leader is under pressure to cut costs, improve service quality, and support agents — and the latest AI tools promise to do it all. But success isn’t about the technology itself;...
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Podcast 147-Six Types of Turnover Sabotaging Your Contact Center & How to Stop Them
👉 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…
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Podcast 146-Stop Coaching Listening—Start Living It- The Real Path to Great Contact Center Leadership
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...
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Podcast 145- Show Me The Money! Why ROI Is Everything in Your Contact Center.
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...
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Podcast 144-Why Being a Giver Is the Secret Leadership Trait Contact Center Leaders Overlook
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...
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Podcast 143-How AI Quality Unlocks Faster, Better, and Cheaper Contact Center Results—Recap Rundown
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...
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Podcast 142- Everybody WIns- The New Reality of AI Quality Monitoring
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…
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Podcast 141-Why AI Can’t Replace Human Judgement in Quality Monitoring – Or Can It_
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...
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Podcast 140 Take Control- How You Can Stop Drifting and Lead Your Contact Center with Purpose
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…
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Podcast 139-5 Common Mistakes Contact Center Leaders Make That Derail Their Careers
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...
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Podcast 138-What Separates an Average BPO from a Gamechanger!
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...
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Podcast 137-It's Not to Late-Finish Strong! Year End Reviews
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...
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Podcast 136-Why "Doing Things For, Not To" Your Contact Center Team Transforms Performance
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...
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Podcast 135 - Podcast 135- How To Gain Dominion Over Your Contact Center & Achieve Superior Results
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…
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Podcast 134 - Are You Being Overcome By Contact Center Challenges, Or Bold Enough To Overcome Them?
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,...
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Podcast 133 - Building Unshakable Resilience- How Contact Center Leaders Thrive Through Adversity
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,...
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132 - Does Your Retention Strategy Lack Early Detection Of Departure Signals? How To Fix It NOW!
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…
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131 How Contact Centers Can Combat Remote Worker Disconnection & Build A Stronger Team
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...
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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 by The Contact Center Coach
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Podcast 129 - Walk The Talk - Why Functional Love In Contact Centers Is Essential For Success
Podcast 129 - Walk The Talk - Why Functional Love In Contact Centers Is Essential For Success by The Contact Center Coach
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Podcast 128-Is Your Cell Phone Holding You Back? How to Regain Focus and Succeed in Your Career and Life
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…
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127 - Don’t Let Working From Home Hurt Your Contact Center Career
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...
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126 - How To Build Leadership Respect In The Contact Center
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…
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Podcast 125 - Four KeysTo Improve At Home Agent Engagement & Reduce Turnover In Contact Centers
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…
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Podcast 124- Putting the Team in Teamwork for Your Contact Center
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.
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Podcast 123- Identifying Depression In The Contact Center
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...
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Podcast 122 AI Leadership Quick Hits - Volume III
Learn some Leadership Quick Hits focused on AI. Are you ready for AI? If not, this is some background discussion for the Contact Center.
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121-1. Does Your Leadership Strategy Lack Courage Leading To Poor Employee Engagement? Here’s How To Fix It Right NOW
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…
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Podcast 120 AI - Safer, Better, Cheaper - 5:1:24, 4.19 PM
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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Podcast 119- PIP Or PEP (Performance Improvement Plan Or Performance Exit Plan
Have you done a PIP recently? Adherence? Attendance? How many successful PIP's have you done? Can we get better at PIPS? Of course we can. Learn some new ideas to get better at PIPS- especially for Adherence and Attendance.
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Podcast 118 - Teaching Confidence
Can you teach confidence in the contact center? Yes you can! Join us to learn how to prepare, model, share success and invest in believing in your team.
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Podcast 117- Your Contact Center Should Be More Like Aruba
A tropical island? No way.. Maybe yes? Learn the attributes of a successful contact center: Be Steady, Have the "wind" at your back and be "One Happy Island". And yes... you should check out Aruba as well!
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Podcast 116- Love The Results!
Part 3 of our Love Series: Love the Results. If you Love First & Love Smart; you can love the results. Learn some quick hit results that can come from being on purpose about engagement, coaching and customer experience. Also learn the two best options for AI in your center to drive performance…
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Podcast 115- Love Smart
Learn how to Love Smart in your Contact Center. Successful leaders see the big picture; they play the long game and invest in their employees. Do you invest in leaders? You should. Join us to learn more.
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Podcast 114- Love First! They are not rental cars...
Do you love your employees first? Or treat them like "rental cars"? Love your employees and they will love your customers. Join us to learn how to "love first".
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Podcast 113- Motivational Leader
If you "talk the talk"; do your employees "walk the walk"? Do you motivate your team to take action and make things happen? Learn the key attributes to being a motivational leader and the results you can expect.
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Podcast 112- Problem Solver Leader
Are you an effective problem solver leader? Do you have members on your team that you can trust to help you solve the BIG problems in front of you? Learn the key attributes of a problem solver.
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Podcast 111 Ringing In Results- IVR Surveys Done Right
IVR surveys can be a competitive advantage for your contact center. Join us to learn what your IVR "should be" and "could be" for your center.
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Podcast 110- 12 Days To A World Class Contact Center
On the first day of Christmas my true love gave to me... Learn the 12 keys to a world class contact center. How many do you have? How many are you planning to have as a competitive advantage in the coming year? Join us.
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Podcast 109- If You Can't Measure It; You Can't Manage It.
Engagement? How successful are you in connecting with your employees and driving performance? Do you measure it? Do you reward and recognize behavior that increases your connection to your employees? Learn the key drivers and steps you must take to increase engagement.
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Podcast 108- Standing Out From The Crowd
Is your career moving the way you want? Do you stand out from the crowd? Join us to learn how to stand out and get noticed in the contact center. Be careful... the answers require hard work, discipline and stepping up to compete. Trust me... it's worth it.
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Podcast 107- Emotional Intelligence!
Do you have emotional intelligence? Are you a leader that can take advantage of your "intelligence" when interacting with your team in the contact center? Learn the attributes of success for emotional intelligence as you lead your center.
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Podcast 106- Stop, Drop & Role- Dealing with Poor Performance
How do we stop poor performance in the contact Center? Learn a simple and successful way to help your team be successful. "Put the Fire Out"- dealing with poor performance in your team.
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Podcast 105- Hiring Quick Hits
Hiring is such a tough challenge in the contact center. Learn some quick hits to improve the success of your hiring. It is all about your culture. Embrace your strengths and put them to use to improve your hiring.
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Podcast 104- Six Keys To Gen Z Success
Unlock the keys to success with Gen Z. They want to make an impact!. Help them be the very best they can be. Learn actions you can take today to make you more successful with this generation.
About this show
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.
Hosted by
The Contact Center Coach
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