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The Contact Center Coach

The Contact Center Coach

By: The Contact Center Coach
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About this listen

 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 Economics
Episodes
  • 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 mins
  • Podcast 148-How AI Promises Career-Changing ROI in Contact Centers (If You Apply It Right)

    Podcast 148-How AI Promises Career-Changing ROI in Contact Centers (If You Apply It Right)
    Aug 18 2025
    Are you overlooking the simple AI-driven changes in your contact center that could deliver career-changing ROI? Every leader is under pressure to cut costs, improve service quality, and support agents — and the latest AI tools promise to do it all. But success isn’t about the technology itself; it’s about how you apply it to speed up service, improve accuracy, and build a stronger coaching culture. In this episode, you’ll learn: The measurable ROI behind post-interaction summaries, Auto-QA, and real-time assist. How “faster, better, cheaper” works only when paired with culture and coaching. The hidden risks of waiting too long to adopt AI in your contact center. 👉
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    18 mins
  • Podcast 147-Six Types of Turnover Sabotaging Your Contact Center & How to Stop Them

    Podcast 147-Six Types of Turnover Sabotaging Your Contact Center & How to Stop Them
    Jun 6 2025
    👉 Is high turnover silently wrecking your contact center — and what can you do about it before it's too late? If you’re a contact center leader battling unachievable KPIs, burnout, and constant agent attrition, this episode digs into the hidden dangers you’re facing — and how they’re stalling your team's performance and culture. Discover why the same outdated strategies are setting your center up for failure and how rethinking turnover can change everything. ✅ Learn the 6 most damaging types of turnover hurting your contact center right now — and how to spot them early. ✅ Discover practical, no-cost ways to strengthen your hiring, training, and coaching processes to boost retention starting tomorrow. ✅ Gain insights on how small, strategic changes can drive massive improvements in employee engagement, morale, and overall performance.
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    25 mins
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