All episodes

Podcast 153- The $1 Million Hiring Class You Didn't Know You Could Eliminate

Podcast 152 The Call That Never Happens - 9:17:26, 8.24 AM

Podcast 151-Why Magic Should Be the Standard in Your Contact Center — Not the Exception

Podcast 150-“I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again.”

Podcast 149-Podcast 149-How One Word Can Decide If You Deserve a Raise (It’s Not What You Think)

Podcast 148-How AI Promises Career-Changing ROI in Contact Centers (If You Apply It Right)

Podcast 147-Six Types of Turnover Sabotaging Your Contact Center & How to Stop Them

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

Podcast 145- Show Me The Money! Why ROI Is Everything in Your Contact Center.

Podcast 144-Why Being a Giver Is the Secret Leadership Trait Contact Center Leaders Overlook

Podcast 143-How AI Quality Unlocks Faster, Better, and Cheaper Contact Center Results—Recap Rundown

Podcast 142- Everybody WIns- The New Reality of AI Quality Monitoring

Podcast 141-Why AI Can’t Replace Human Judgement in Quality Monitoring – Or Can It_

Podcast 140 Take Control- How You Can Stop Drifting and Lead Your Contact Center with Purpose

Podcast 139-5 Common Mistakes Contact Center Leaders Make That Derail Their Careers

Podcast 138-What Separates an Average BPO from a Gamechanger!

Podcast 137-It's Not to Late-Finish Strong! Year End Reviews

Podcast 136-Why "Doing Things For, Not To" Your Contact Center Team Transforms Performance

Podcast 135 - Podcast 135- How To Gain Dominion Over Your Contact Center & Achieve Superior Results

Podcast 134 - Are You Being Overcome By Contact Center Challenges, Or Bold Enough To Overcome Them?

Podcast 133 - Building Unshakable Resilience- How Contact Center Leaders Thrive Through Adversity

132 - Does Your Retention Strategy Lack Early Detection Of Departure Signals? How To Fix It NOW!

131 How Contact Centers Can Combat Remote Worker Disconnection & Build A Stronger Team

130 - Why Loneliness Is Impacting Your Remote Contact Center Agents - 8:14:24, 2.26 PM

Podcast 129 - Walk The Talk - Why Functional Love In Contact Centers Is Essential For Success

Podcast 128-Is Your Cell Phone Holding You Back? How to Regain Focus and Succeed in Your Career and Life

127 - Don’t Let Working From Home Hurt Your Contact Center Career

126 - How To Build Leadership Respect In The Contact Center

Podcast 125 - Four KeysTo Improve At Home Agent Engagement & Reduce Turnover In Contact Centers

Podcast 124- Putting the Team in Teamwork for Your Contact Center

Podcast 123- Identifying Depression In The Contact Center

Podcast 122 AI Leadership Quick Hits - Volume III

121-1. Does Your Leadership Strategy Lack Courage Leading To Poor Employee Engagement? Here’s How To Fix It Right NOW

Podcast 120 AI - Safer, Better, Cheaper - 5:1:24, 4.19 PM

Podcast 119- PIP Or PEP (Performance Improvement Plan Or Performance Exit Plan

Podcast 118 - Teaching Confidence

Podcast 117- Your Contact Center Should Be More Like Aruba

Podcast 116- Love The Results!

Podcast 115- Love Smart

Podcast 114- Love First! They are not rental cars...

Podcast 113- Motivational Leader

Podcast 112- Problem Solver Leader

Podcast 111 Ringing In Results- IVR Surveys Done Right

Podcast 110- 12 Days To A World Class Contact Center

Podcast 109- If You Can't Measure It; You Can't Manage It.

Podcast 108- Standing Out From The Crowd

Podcast 107- Emotional Intelligence!

Podcast 106- Stop, Drop & Role- Dealing with Poor Performance

Podcast 105- Hiring Quick Hits

Podcast 104- Six Keys To Gen Z Success

Podcast 103- Five Leadership Responsibilities You Need To Get Right

Podcast 102- Show & Tell- Tactical Steps For Remote Agents

Podcast 101- The Seven Deadly Sins - "Pride"

Podcast 100 - Five Urgent "Must - Haves" For Success In Your Contact Center

Podcast99 - How To Inspire People

Podcast 98 Valuable Customer Skills Can Help Us Get Better At Coaching

Podcast 97- Being A Mentor

Podcast 96- Finding A Mentor

Podcast 95- You Can Make A Difference.

Podcast 94- All You Need Is Love

Podcast 93- Summer Strategy Quick Hits

Podcast 92- On Your Mark"s", Get Set, Go!- A Great Start In Your Center

Podcast 91- Still At Home

Podcast 90 - Leadership Quick Hits Volume III

Podcast 89 - Making Time

Podcast 88- Contact Center SuperPowers

Podcast 86- Transferring Your Culture To A BPO

Podcast 85- The Four Principles Of Coaching

Podcast 84 - Unlocking the Four Drivers of High Average Handle Time (AHT)

Podcast 83- Best Practice- Basics You Must Follow- Volume 1

Podcast 82- Leadership Quick Hits Volume Two

Podcast 81- Is Your Culture A Competitive Advantage?

Podcast 80 - Contact Center Leadership Trifecta

Podcast 79- Get Much Better At Meetings

Podcast 78 Everyday In The Center- Career Smart Keeping Your Best People Part 4

Podcast 77- First Steps- Start Smart - Keeping Your Best People Part 3

Podcast 76- Keeping Your Best People- Nesting "Street Smart"

Podcast 75- Keeping Your Best People (New Hire Training - Book Smart) Part 1 Of 4

Podcast 74- Your Stress

Podcast 73- Empowerment

Podcast 72- Can't Lose Great Leadership

Podcast 71- Full Hearts -Be a Contact Center Leader with Heart.

Podcast 70 - Clear Eyes: Calling Out Great Leaders to 3 Key Challenges

Podcast 69 - 5 Ways To Connect In 5 Days

Podcast 68 - Your Contact Center Culture Should Be Like A Tesla

Podcast 67- Fighting Attrition And Adherence Challenges

Podcast 66 - How Much? How Well? How Are You?

Podcast 65- Dealing With Difficult People

Podcast 64- Leadership Quick Hits

Podcast 63- Leadership Using Technology To Keep Your Best People

Podcast 62- The Problem Is You -

Podcast 61 - The Worst Employee You Have

Podcast 60- Gift vs. Grow

Podcast 59- How Do We Get Better?

Podcast 58- How Are We Doing?

Podcast 57- Where Do We Stand?- Part One

Podcast 56- Direct Conversations With Your Team

Podcast 55- An Engaged Contact Center Leader

Podcast 54- Pysch 101 In The Contact Center

Podcast 53- Solving Problems With Your Team