Cele mai bune Jim Rembach, President Call Center Coach podcast-uri (2024)

1
555 Dina Denham Smith - The Creative Leader's Mindset 44:27

6M ago44:27

44:27

In this insightful episode, Dina Denham Smith dives deep into the intricacies of leadership, creativity, and emotional intelligence in the modern workplace. She shares her journey from classroom to boardroom, offering a unique perspective on how her equestrian passion parallels her leadership philosophy. Through engaging anecdotes and expert advice…

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554 John Fisher - Embracing Change One Step at a Time 47:22

7M ago47:22

47:22

In this enlightening episode, Jim Rembach interviews John Fisher, delving into the heart of leadership and the transformative power of embracing personal change for organizational success. Fisher, with his rich background in psychology and business coaching, shares invaluable insights into the journey from self-doubt to self-discovery, underscoring…

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553 Jeff Eschliman - Blueprints for Success in Work and Life 48:47

8M ago48:47

48:47

In an inspiring exchange, Jeff Eschliman shares his journey from the idyllic landscapes of Fortuna, California, to becoming a visionary leader in the construction industry. His story, woven with the values instilled by his family and the wisdom gained from his military service, unfolds a compelling narrative on leadership, teamwork, and personal de…

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552 Joshua Freedman - Embracing Emotional Intelligence 46:06

9M ago46:06

46:06

In a riveting conversation with Joshua Freedman, a luminary in the emotional intelligence arena, listeners are treated to profound insights on how emotional intelligence shapes leadership, influences organizational culture, and catalyzes personal growth. Through the lens of the world\'s largest study on emotional intelligence, Freedman unpacks the …

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551 Jim Rembach - Unleashing Strategic Success 39:09

10M ago39:09

39:09

Diving into the heart of modern strategic planning, this special episode explores the challenges and opportunities in today\'s complex, VUCA environment. As we explore this landscape, we\'ll see why traditional strategic planning tools may no longer be sufficient in such a dynamic setting. This episode shines a light on the \"UNLEASH method,\" a gr…

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450 Adam Bryant - Leading Through Contradictions 53:58

11M ago53:58

53:58

Dive deep into the complexities of leadership with Adam Bryant on the Fast Leader Show! Discover the art of extracting every lesson from life\'s experiences, akin to wringing out a wet towel. Bryant unpacks the delicate balance leaders must strike between contradictory traits, shrewdly adapting to the uncertainty of our times. Learn why post-2020 l…

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449 Laura McGuire - Creating Cultures of Consent at Work 37:46

1y ago37:46

37:46

In this episode of the Fast Leader Show, Dr. Laura McGuire shares her insights on a range of topics, from emotional intelligence and inclusion to stress management and leadership development. She emphasizes the importance of consent, trauma-informed care, and human connection in fostering a positive work environment. Dr. McGuire also discusses the …

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448 Nicole Kyle - 3 Seismic Challenges Facing Contact Centers 35:46

1y ago35:46

35:46

In this episode of the Fast Leader Show, Jim Rembach welcomes Nicole Kyle, an expert in the contact center industry since the 1990s. Nicole seeks to understand the current challenges in the industry and explores three seismic challenges facing contact centers. While skill development has been a focal point, Nicole emphasizes the importance of caree…

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447 Tom Schmitt - Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World 45:48

1y ago45:48

45:48

In this episode of the Fast Leader Show, Jim Rembach sits down with guest Tom Schmitt, CEO of a multi-billion dollar transportation company. Together, they dive into the valuable lessons learned from the past few years and how they can be applied in the business world. From the importance of flexibility and empathy to the role of ambition and passi…

1
446 Oded Netzer - Data-Driven Decision Making and the Biases That Affect Our Choices 43:07

1+ y ago43:07

43:07

In this episode of the Fast Leader Show, we are joined by Oded Netzer, a Columbia Business School professor and Amazon Scholar. Oded, an expert in data-driven decision making, discusses common biases like overconfidence, availability, and confirmation bias that can hinder our use of data. He introduces the powerful IWIC (I Wish I Knew) tool, which …

1
445 Chuck Mollor - Agile Leadership: Adapting to Changing Needs and Complex Challenges 39:42

1+ y ago39:42

39:42

In this episode of the Fast Leader Show, we\'re excited to have Chuck Mollor – executive coach, consultant, and author of The Rise of the Agile Leader. Chuck shares various insights on the importance of leadership adaptability, understanding oneself, and teamwork in navigating complex challenges and change. He also discusses employee engagement, id…

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444 Donald Thompson - DEI Strategies 101: The Power of Brief and Concise Data-Backed Insights 37:07

1+ y ago37:07

37:07

As leaders, we must recognize the power of data-backed insights when implementing diversity, equity, and inclusion (DEI) initiatives. Understanding the unique needs of our organizations is crucial, and we can\'t simply rely on what has worked for others. By conducting listening sessions, refining career planning, and offering mentorship programs, w…

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443 Mike Watson - Resilient Leadership: Thriving in the Face of Adversity 44:51

1+ y ago44:51

44:51

Resilience and leadership play vital roles in organizational success, with true leadership focusing on empowering others to be their best selves while pursuing a noble goal. In this episode, our guest Mike Watson delves into the habits and values that foster resilience in teams, emphasizing the importance of cultivating a culture of accountability …

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442 Lee Colan - Becoming a Better Leader in an Ultra-Competitive World 44:07

1+ y ago44:07

44:07

In today\'s fast-paced and ultra-competitive world, being a good leader is more important than ever. But how do you become a better leader when the competition is fierce and the stakes are high? According to Lee J. Colan, author of Healthy Leadership: How to Thrive in the New World of Work, there are several key traits that great leaders possess. H…

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441 David Avrin - Must Have Customer Experience Conversations 49:52

2y ago49:52

49:52

When companies don\'t foster open communication and establish regular, open conversations, they may experience inconsistency in customer experiences, decreased productivity, missed opportunities, low employee morale, and decreased customer satisfaction. These issues can negatively impact the success and growth of the business. In this episode, Davi…

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440 Dan Hill - The Emotions that Attract and Retain Top Talent 1:07:54

2y ago1:07:54

1:07:54

The importance of emotions in attracting and retaining top talent in the workplace cannot be overstated. According to research, employees are more likely to stay with a company that encourages and values positive emotions, such as gratitude, appreciation, and hope, and is more likely to attract them to the organization. Employee satisfaction can be…

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339 Bill Price - How to Deliver Great Customer Experiences with Less Effort 48:14

2y ago48:14

48:14

Delivering great customer experiences is essential for any business that wants to be successful. In order to do so, it\'s important to focus on meeting and exceeding customer expectations, providing high-quality products and services, and building strong relationships with customers. One way to deliver great customer experiences with less effort is…

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338 Stephen McGarvey - Ignite a Shift to Achieve Greater Results 54:13

2y ago54:13

54:13

Persuasion and influence are essential skills for leaders to succeed in their professional lives. There is no doubt that every organization will face challenges, but with every challenge comes the opportunity to influence outcomes. When you need to win business, win support for a proposal, or persuade clients to sign a contract, it\'s your persuasi…

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337 Steve White - 7 Pathways to Success and Fulfillment 42:59

2y ago42:59

42:59

https://bit.ly/3SCPMF3 YouTube Copy Every leader has a story to share - successes, failures, life lessons, and humps that they have to go through. Each story takes them to different turning points in their lives that ultimately define the history and legacy of their life. While the scope and the definition may vary, every leader wishes to go throug…

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336 Diane Primo - Using Purpose to Transform Your Business 46:55

2y ago46:55

46:55

The topic of purpose is everywhere these days. People are talking about purpose. As passionate advocates, we’re delighted to see all the interest. Yet we’ve observed that many organizations are merely scratching the surface. They’re missing the full potential of the nature of purpose that can transform. In this episode, Dianne will discuss the cont…

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335: Steve Curtin - How to Use Purpose to Engage Employees 44:27

2+ y ago44:27

44:27

The capability to engage employees is one of the most vital components for business success, especially today when globally distributed workers are embracing multi-functional working structures. Through employee engagement, businesses are able to attract and retain more talent as well as increase corporate commitment to their goals. In this episode…

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334: Kelly McDonald - How to Talk About Race at Work 1:08:08

2+ y ago1:08:08

1:08:08

Racial disparity is more than just a hot topic on social media. Employees constantly face threats of social injustice and racial inequality at work, and leaders need to understand that in order for their organization to thrive, they must bolster their diversity, equity, and inclusion efforts and provide a safe space for their employees to talk abou…

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333: Brian Dodd - Leadership Lessons from 2021 54:26

2+ y ago54:26

54:26

2021 has been a rough year for most of us. The world is just coming out of a pandemic, and the majority of leaders are facing a new reality. There are new challenges to face and the things done before may no longer apply today. In this episode, shares some of the lessons he’s learned from various leaders in faith, athletics, business, and life. He …

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332: Darja Gutnick - Bite-Size Learning for First-Time Leaders 37:58

2+ y ago37:58

37:58

Media consumption preferences have changed over the past few years. People want to consume information faster on their own terms. Traditional learning programs and long-form content is being replaced with quick, bite-sized information. With the next generation of leaders on the rise, equipping and enabling first-time leaders has become a challenge.…

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331: Donato Tramuto - Compassionate Leadership: How To Lead With Compassion 44:06

2+ y ago44:06

44:06

Leadership is a process by which a person influences others to achieve a common goal. Compassionate leadership is the type of leadership that takes into account the feelings and emotions of others. It is based on the idea that if we can understand and feel what others are feeling, then we can better lead them. Compassion is a feeling of love or sym…

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330: Mark Briggs - Work-Life Balance Lies and Secrets for Today 39:28

2+ y ago39:28

39:28

Change is the only thing constant in the world. No matter what you do, change is inevitable. It can happen externally – out of your control – but it can also happen internally – within your control. But no matter what form change may take place, the question is, what are you going to do about it? Will you remain stagnant or will you take the opport…

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329: Richard Medcalf - 4 Shifts You Need to Make In Order to Break Through the Ceiling of Complexity 46:37

3y ago46:37

46:37

We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportunities and requests that come our way. Try as we might, there is a point where there are no more hours in the day and we just hit this ceiling of complexity. What do you do when you can’…

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328: David Wood - How to Address the Mice in the Room and Deal with the Subtle Things in Life 46:05

3y ago46:05

46:05

We\'ve heard the saying, \"let\'s address the elephant in the room.\" These large, significant things that we deliberately ignore, but must be addressed. We certainly give importance to them because they are, of course, significant. However, there are certain things in life that are smaller, more insignificant, and more subtle that we sometimes don…

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327: Dan Gingiss - How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share 41:51

3y ago41:51

41:51

Are you struggling to meet your revenue goals? Are you trying so hard to sell your products and services? Chances are, you’re pouring more time, money, and effort into sales and marketing. And although it’s not necessarily wrong, it doesn’t have to be that hard - there is an easier and better way. Instead of focusing on acquiring new customers focu…

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326: Wayne Washington - Company Alignment: How to Bring Your Company\'s Strategy, Culture, and Operations Together 41:21

3y ago41:21

41:21

Misalignment is one of a company\'s biggest sicknesses. It constantly drags down results and reduces profitability. Instead of just accepting the symptoms of misalignment, you could have sustained results. All it takes is to align your company\'s strategy, culture, and operations. The key to success is to change team mindsets, measure team outcomes…

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325: Judy Ryan - How To Develop Intrinsic Motivation In The Human System: A Responsibility-Based Framework 47:07

3y ago47:07

47:07

Every human being has the potential to become their best selves. Unfortunately, we live in a world where the control system limits our potential. It is very important for every individual to develop their own internal motivation in order to realize their full potential. In this episode, Judy Ryan shares her responsibility-based approach in the huma…

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324: Omar L. Harris - Why is Diversity, Equity, and Inclusion (DEI) Important in the Workplace? 43:51

3y ago43:51

43:51

Diversity, Equity, and Inclusion (DEI). These three words pop up almost everywhere. Every modern workforce has a discussion revolving around these three words, but what exactly is the difference between diversity, equity, and inclusion? What does it mean? If you are an executive leader, you have to understand that the workforce today faces a huge p…

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323: Jim Kouzes - Five Exemplary Leadership Practices: How To Be an Exemplary Leader 47:37

3+ y ago47:37

47:37

What do effective leaders do when they’re at their personal best? Our guest today has done all the research, and he outlines five exemplary leadership practices that leaders display when they’re at their personal best: Model the way Inspire a shared vision Challenge the process Enable others to act Encourage the heart In this episode, Jim Kouzes sh…

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322: Walt Rakowich - Transformative Influence: How to Build Trust and Lead Others in Today\'s Climates of Change 45:10

3+ y ago45:10

45:10

The goal of transformative influence is always to make other people better. However, there is a void in trust in the marketplace today - people no longer trust each other. Employees don’t trust management, employees don\'t trust the board, and investors don\'t trust the employees and the board. As a result, transformation is almost impossible. As a…

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321: Adam Bryant - The CEO Test: 7 Things to Determine How Well You are Leading Your Companye 44:10

3+ y ago44:10

44:10

The CEO Test is a list of 7 questions written by Adam Bryant to help you reflect and evaluate yourself in how well you are performing in your current leadership role. Let’s face it, being a top leader is a tough job. There are lots of pressures, challenges, and responsibilities that you carry alone. From time to time, we need to reevaluate ourselve…

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320: Kent Billingsley - Develop an Entrepreneurial Mindset: How to Think Like a Real Entrepreneur 1:09:06

3+ y ago1:09:06

1:09:06

You may be running a company right now and you're calling yourself an entrepreneur. That's great, but do you have an entrepreneurial mindset? What's the difference between the two you may ask? Depending on how you think, you might be running a business that simply earns the least possible margins on a transactional basis, or a business that knows h…

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319: Nick Jankel – Transformational Leadership: Changing the World by Changing Myself 50:31

3+ y ago50:31

50:31

According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. I assume the reason for this is that they focus so much on changing the business and the operational model that they forget the one thing they can change - self. If you want to see a breakthrough happen in your business, then you must chan…

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318: Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience 51:21

3+ y ago51:21

51:21

We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. We believe that a happy customer is the heart of any organization. But how do you make them feel valued? Most of the time, it relies on your people leadership – your employee experien…

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317: Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals 41:13

3+ y ago41:13

41:13

With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and advice for leaving behind an unforgettable legacy in CX and how to be happier and more successful in the workplace. Some leaders have been working in the customer experience industry for years and have not left a positive legacy to …

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316: Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX 47:22

3+ y ago47:22

47:22

There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you are a positive influence to them. Team members that are positive can serve customers better and create a more wonderful customer experience. In this episode of the Fast Leader Sh…

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315: Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience? 46:52

3+ y ago46:52

46:52

Have you ever wondered why geese fly in a V-formation? Scientists gives us two explanations, and we can actually learn a lot important collaborative leadership lessons from them! First, it\'s about energy conservation. Each geese fly just a little bit above the bird in front of him in order to reduce wind resistance. They each take turns being in f…

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314: Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience 40:58

4y ago40:58

40:58

They may not be in the frontlines talking directly with the customers, but a leader\'s influence to the team impacts the way an agent performs and how they deliver the customer experience, which is why leadership is important. According to Dr. David Arrington, \"Everything a leader does impacts the organization. It all trickles down. If you have so…

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313: Jeff Harry – Playing at Work (Enhancing CX with Play) 45:25

4y ago45:25

45:25

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 Mee…

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312: Jim Loehr – Character Development in CX 49:27

4y ago49:27

49:27

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 f…

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311: Dennis Geelen - Customer-Centric Innovation 29:04

4y ago29:04

29:04

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 a…

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310: Nir Bashan – Filling the Creativity Gap in CX 42:43

4y ago42:43

42:43

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 analytic…

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309: Bill Eckstrom – Coaching for Leaders and Managers 45:00

4y ago45:00

45:00

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 Leade…

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308: Sean T. Ryan – Strategic Plan That Drives Results 49:47

4y ago49:47

49:47

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 strate…

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307: Cliff Goldmacher – Songwriting and Innovation for Business 30:56

4y ago30:56

30:56

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 Podca…

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306: Greg Ablett – How Organizational Health Can Benefit Your Company 43:38

4y ago43:38

43:38

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\'…

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