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The Contact Center Coach

The Contact Center Coach

Auteur(s): The Contact Center Coach
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À propos de cet audio

 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.All rights reserved Économie
Épisodes
  • Podcast 151-Why Magic Should Be the Standard in Your Contact Center — Not the Exception

    Podcast 151-Why Magic Should Be the Standard in Your Contact Center — Not the Exception
    Nov 19 2025
    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 and building processes around survival instead of success. But with full visibility into every call, chat, and customer moment, your center can finally eliminate the darkness that once restricted performance. This episode shows how modern QA, AI-assisted coaching, and real-time insight open the door to faster operations, cleaner processes, happier employees, and customers who feel the difference immediately. Listeners will discover: • How shifting from limited insights to full interaction visibility transforms coaching, performance, and employee confidence almost overnight. • The measurable signals that show whether your center is experiencing real “operational magic”—from lower costs to higher loyalty to cleaner processes. • What every leader should expect—and demand—from vendors offering AI, QA, and agent-assist tools in today’s contact center environment.
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    15 min
  • Podcast 150-“I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again.”

    Podcast 150-“I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again.”
    Oct 29 2025
    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 tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools. In this milestone 150th episode, you’ll discover: How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results. Why technology should always be treated as the driver, not the destination—and how that mindset changes everything. The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
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    20 min
  • Podcast 149-Podcast 149-How One Word Can Decide If You Deserve a Raise (It’s Not What You Think)

    Podcast 149-Podcast 149-How One Word Can Decide If You Deserve a Raise (It’s Not What You Think)
    Aug 25 2025
    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 determines whether your company can afford to lose you. Without leverage, raises, bonuses, and promotions remain out of reach no matter how hard you work. In this episode, you’ll discover: How to identify and strengthen five critical areas of leverage—performance, problem solving, leadership, culture, and unique value. Why documenting and communicating results makes the difference between being overlooked and being irreplaceable. Practical ways to grow your skills and become the person your company doesn’t want to see walk out the door.
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    14 min
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