Learn how to measure and define your frontline reps for performance excellence. Manage the RISK in your center by learning the keys to identifying the areas of improvement for your frontline.

The five priorities you need to be successful everyday in your Contact center.

In this episode, Michael discusses the importance of embracing the individual team member.

The customers are changing in our contact centers. More impatient, equipped with new information and their own plans for success. The job for our front line is getting more difficult. Learn how to be a Patient, Probing and Learning Leader.

In this episode, Michael discusses the importance of keeping people inspired in a contact center and gives three keys to achieving this new KPI.

Part 3 in our Series on Culture. Today we look at a Service culture for the organization. This gives us a conclusion to our three part series on culture: The frontline, Leaders and the Service Organization.

Part 2 in our Series on Culture: Learn the keys to a strong leader culture. Are you all in?

Everyone talks about culture. Here are six keys to having a winning culture in the contact center. Remember if you are early you are on time, if you are on time you are late and if you are late you are history.

Learn about the Contact Center Garden and the three types of employees you will lead in your center. This a great way to take a different look at your center and unique perspective on the individuals that make your your team and center.

Learn more about the Podcast and Michael Tamer in this short introduction.