The Fast Leader Show | Strategy Execution & Systems Design

Playing at work have been traditionally unacceptable in the workplace. As adults, we think playing is childish and working meant being serious all the time. However, based on what we see from top performing companies in the world today, play has been an important aspect in their success. Play has led to innovation of products like Gmail, Google Meet, and many others. So, if you are a call center executive or have a call center business, should you allow or encourage playing at work? Does play make a positive impact in your customer experience strategy?

Listen as Jeff Harry helps you rediscover your play. Playing is not merely having fun at work and wasting time and reducing productivity. Playing encourages fun and allows your employees to feel positive, thereby leading to enhanced creativity and a more positive customer experience.

Character Development in CX is one of the foundations for being able to deliver the best possible experience for the customer. People never forget the way they are treated by others, and each person wants to be treated with respect, dignity, and truth. Every single customer wants and deserves to be treated with integrity. And integrity only comes from someone with a healthy spiritual character.

So, what is character? How do you develop character in your agents and from within your call center? In this episode of the Fast Leader Show, Jim Loehr shares how to do that. Listen as he expounds on how to lead with character.

In this episode of the Fast Leader Show, Dennis Geelen shares his insights on the importance of customer-centric innovation and why you should apply it in your call center or business today. According to research, 75% of businesses don\'t make it past year 15. Dennis Geelen believes that the cause for this is that companies are too inward-focused and are too stubborn. In order for a call center or business to survive and thrive, they must become outward focused or customer-centric, and they must deal with their stubbornness by being innovative. Listen to this episode as Dennis Geelen shares more about customer-centric innovation.

In this episode of the Fast Leader Show, Nir Bashan shares his knowledge and insight in how to be more creative in your contact center and help fill the creativity gap in your customer experience strategy. Leaders and executives today struggle to find new and innovative ideas to meet the customer\'s needs because they focus too much on the analytical side and forget to be creative - this is the creativity gap that we are trying to solve. According to Nir, being creative is one of the most important aspects if you want your agents to perform better and be more empathetic to the customer. Listen as Nir shares more of his insights in how to have the creator mindset!

Coaching for leaders and managers is essential to drive peak performance for your call center and business. According to Bill Eckstrom, the most effective leader behaves more like a coach. So, how exactly do you behave that way and what do great leaders do to increase sales, enhance performance, and sustain growth? In this episode of the Fast Leader Show, Bill Eckstrom lays out the strategies and tactics for you to apply coaching for leaders and managers. Learn how you can become more comfortable with discomfort and its importance in your call center and team\'s growth.

A good strategic plan is never enough unless you are able to drive results from them. Any call center or business can develop a good strategic plan, but not everyone can drive results and execute on them. So, how do you exactly develop a good strategic plan that drives results? How do you take action and get those gears in place and get your strategic plan from strategy to execution to results? In this episode of the Fast Leader Show, Sean T. Ryan of WhiteWater International Consulting, shares his actionable advice on how exactly you can do that!

The goal of a creative leader should always be to drive innovation for business. However, innovation for business is something very difficult to do on a consistent basis. Where do you get the inspiration? How do you exercise your creativity muscles that enable you to drive consistent innovation for business? In this episode of the Fast Leader Podcast, Cliff Goldmacher shows you a way to stay creative using principles in music and songwriting! Cliff shares the similarities between songwriting and innovation and how it applies for your business.

What is Organizational Health? What does it do and how does it positively impact an organization? In companies today, the focus has mostly been on being smart and being more intelligent. Everything is about technology and streamlining processes and tasks. However, according to Greg Ablett, that is not the only factor that contributes to a company\'s overall performance. Organizational health is important because it allows the company to operate without politics and confusion. It allows the company to perform better and helps team members become smarter therefore outperforming the competition.

Listen to this episode as Greg Ablett shares more about organizational health and its practical benefits and importance.

Tom Connally was struggling with his work and he realized that he needed to change and bring his performance with his values. In order to do that, Tom started writing and journaling and doing small, incremental changes that eventually led to where he is now and made him a better person.

When Dr. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him. Due to certain circumstances, he had to leave the school, and Dr. Quinn, wanting to be loved by the cheerleaders as well, saw it as an opportunity to replace him and become the best basketball player he could be. After working really hard, Dr. Quinn didn’t see any results, as even though he became the best basketball player, the cheerleaders still didn’t love him or notice him. But something else happened for the first time in his life. He realized he could set a goal and pursue it and turn into somebody new. And from his role as a point guard, he learned that it’s about making everyone else better. Although he never achieved his goal of becoming loved by the cheerleaders, Dr. Quinn learned something even more profound in his life.