Jeremy Hyde is recognized as one of the top CX leaders for optimizing contact center operations. Learn how he develops winning cultures plus practical steps for you to do the same.
Authentic conversations covering:
- How and why to cultivate a culture of accountability
- How to give agents and managers real-time data access
- Strategies for meaningful coaching interactions
- What to do with 1000s of reclaimed hours
- The journey of a bottom 20% CSAT provider to tops in the industry
Timestamps:
- 00:00 Introduction and Speaker Lineup
- 01:04 Defining Accountability in Contact Centers
- 03:31 Key Performance Indicators (KPIs) for Accountability
- 05:20 Effective Communication of Expectations
- 12:33 Recognition and Celebrating Successes
- 15:00 Promoting Peer Accountability and Team Culture
- 17:08 Transparency and Openness in Leadership
- 23:45 Coaching Practices and Training
- 27:56 The Shift to a Culture of Accountability
- 28:08 Navigating Change Management
- 29:09 Productivity and Customer Satisfaction Improvements
- 31:05 Real-Time Feedback and Accountability
- 33:32 From Data Mining to Meaningful Coaching
- 34:58 Empowering Leaders with Technology
- 39:58 Developing Internal Talent
- 42:29 The Ripple Effect of Employee Experience
- 43:35 Setting and Resetting Leadership Expectations
- 48:22 Qualitative Improvements in Performance
- 51:16 The Role of AmplifAI in Transformation
- 55:18 Conclusion and Final Thoughts
