First Contact Podcast | Season 3 | Episode 3 Holistic Call Center Training using Rewards and Recognition, with Michael Tamer Holistic Call Center Training using Rewards and Recognition, with Michael Tamerhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Vice President Client Operations 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 Our guest joining us today started in the entry levels of the call center, gained more than 40 years of experience in the industry. He is a visionary who was at the forefront of contact center quality monitoring software development. Michael Tamer worked his way up to becoming one of the most influential voices of the contact center space, teaching the benefits of quality to organizations all over the world, including the United States Senate. https://nobelbiz.com/wp-content/uploads/2022/04/Website-roundPic-Tamer.png GUEST Michael Tamer CEO at Proponisi Explore more from this episode... Video + Article A Holistic Approach to Contact Centers Michael Tamer has an interesting approach in helping companies achieve the highest service level, and it all starts with some fundamental things the employee is looking for: job description, tools, and skills necessary to do their job and a thoughtful leader. Video The Garden of Employee Organizations: Challenge the Roses Who thought we can look at a call center and see a garden full of roses, daises and weeds? But more so, who are the roses, and why is it important to challenge them? Michael has the perfect analogy, and you need to hear this! Video The Need for Ongoing, Consistent, Repetitive Training Michael Tamer on the need to constantly reinforce and reward the unique skills and tools that each individual needs, whether they’re roses, daisies, or weeds. Ongoing training is critical, both for the supervisor, and the frontline agent. Video The Sandwich Approach to Coaching A straightforward and insightful technique anyone should implement in their call center coaching. The sandwich approach is a communication strategy that can transform the relationship between supervisors and agents. Tune in for more actionable steps! Video YMCA Process in One-on-One Coaching How do you encourage and challenge someone at the same time? How are you building an authentic relationship while working through the issues ? Well, this has something to do with the YMCA method and Michael is telling us all about it. Video The Importance of Frontline Leadership Increase in customer satisfaction, agent performance KPIs and turnover, all stand at the baseline of effective frontline leadership. For Michael, improving the relationship between the agent and supervisor was the click that ignite the passion for his current career. Video + Article Building Skills Through Different Types of Recognition Michael talks about the three types of reinforcement. Whether through tools of gamification, reward, and recognition or badges, this is a big part of building relationships and fighting turnover. Building skills and tools for achieving goals should be a priority for every organization and trainer. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!