Join us for a discussion about setting priorities in the contact center and in your weekly life. It all starts with "putting first things first". This podcast will help you at home and at work.

So many numbers, so much information! How do we focus on measuring our frontlines performance? Learn how to measure your employees performance that helps them get better and lets you achieve your goals. Learn the steps to measure performance: Find success, challenges, get informed and connect with their peers.

Are you great at new hires? You should be. Bringing new hires into your organization is critical to successful contact centers. Learn how to get the very best result out of your new hires.

How competitive is your Contact Center? Learn to use competition to help build success in your center. Competition if done correctly can be healthy and valuable. Learn to compete fairly and equally.

Are there people that work for you that don't like? Here is some advice on how to deal with this circumstance. Learn how to be a great leader even with people you don't like. Here is the first thing to know: it is your problem!

Have you talked about cultural diversity awareness and sensitivity in your Contact Center? Join Michael and have a frank discussion about culture and race. Learn some steps you can take to get a new perspective on cultural awareness and sensitivity.

Let's talk about your career path. Do you have a plan? Have you considered if there is a "next" position for you? Join Michael to learn how you can begin a career path.

Join Michael for a discussion about trust in your organization. Are you trustworthy? What about your direct reports? Learn how to assess the trust in your organization.

High School! Clicks-Jocks, Nerds, Burnouts, Band.... you remember. Join Michael to learn how contact centers are a little like high school. Learn how to connect with the people in your center. Also a fascinating fact about scuba diving...

Great contact center culture always includes; Finding Someone Doing Something Right. Is that what your center does? Learn how to build your culture and find people doing the right things. Learn how to share it with them.