Fast Leader Show | Customer Experience Leadership podcast

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محتوای ارائه شده توسط Jim Rembach, President Call Center Coach, Jim Rembach, and President Call Center Coach. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Jim Rembach, President Call Center Coach, Jim Rembach, and President Call Center Coach یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

This Is Woman's Work with Nicole Kalil

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QUALIFIED: How Competency Checking and Race Collide at Work with Shari Dunn | 284 33:58

۹ روز پیش33:58

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33:58

In this episode, we delve into the concept of being "qualified" in the workplace, examining who gets labeled as such, who doesn't, and the underlying reasons. We explore "competency checking"—the practice of scrutinizing individuals' abilities—and how it disproportionately affects underrepresented groups, often going unnoticed or unchallenged. Our discussion aims to redefine qualifications in a fair, equitable, and actionable manner. Our guest, Shari Dunn , is an accomplished journalist, former attorney, news anchor, CEO, university professor, and sought-after speaker. She has been recognized as Executive of the Year and a Woman of Influence, with her work appearing in Fortune Magazine, The Wall Street Journal, Ad Age, and more. Her new book, Qualified: How Competency Checking and Race Collide at Work , unpacks what it truly means to be deserving and capable—and why systemic barriers, not personal deficits, are often the real problem. Her insights challenge the narratives that hold so many of us back and offer practical solutions for building a more equitable future. Together, we can build workplaces and communities that don’t just reflect the world we live in, but the one we want to create. A world where being qualified is about recognizing the talent and potential that’s been overlooked for far too long. It’s not just about getting a seat at the table—it’s about building an entirely new table, one designed with space for all of us. Connect with Our Guest Shari Dunn Website& Book - Qualified: https://thesharidunn.com LI: https://www.linkedin.com/today/author/sharidunn TikTok: https://www.tiktok.com/@thesharidunn Related Podcast Episodes: How To Build Emotionally Mature Leaders with Dr. Christie Smith | 272 Holding It Together: Women As America's Safety Net with Jessica Calarco | 215 How To Defy Expectations with Dr. Sunita Sah | 271 Share the Love: If you found this episode insightful, please share it with a friend, tag us on social media, and leave a review on your favorite podcast platform! 🔗 Subscribe & Review: Apple Podcasts | Spotify | Amazon Music…

Fast Leader Show | Customer Experience Leadership

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خانه سری•Feed

Grow the power of Customer Experience with new leadership skills with this innovative and unique podcast that dives into the lives of some of the world's brightest minds. And have a hoot with the Hump Day Hoedown with Jim Rembach, President of Call Center Coach. Create dynamic customer experience strategies, improve employee engagement, and develop stronger leadership skills with practical advice that you can use immediately.

275 قسمت

#Business #Companyculture #Customerexperience #Emotionalintelligence #Employeeengagement #Leadershipdevelopment #Leadershipskills #President Call Center Coach #Callcenter #Careers #Jim Rembach, President Call Center Coach #Jim Rembach

Fast Leader Show | Customer Experience Leadership

16 subscribers

updated حدود یک سال پیش

اشتراک گذاری

خانه سری•Feed

275 قسمت

All episodes

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555 Dina Denham Smith - The Creative Leaders Mindset 44:27

44 weeks پیش44:27

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, Dina reveals the transformative power of rest and mindfulness in unlocking creativity and enhancing decision-making. The conversation delves into the dynamic nature of brain networks, highlighting the delicate balance between focus and creativity. Dina emphasizes the importance of buffer zones to maximize productivity and the need for leaders to embrace fallibility, fostering genuine connections through sincere apologies. She explores the art of insight, showcasing how introspection and retrospective engineering can propel individuals and organizations toward their goals. Throughout the episode, Dina provides practical tips for leaders to navigate the complexities of the modern workplace, from managing multiple projects effectively to setting boundaries and saying no when necessary. She advocates for subtraction as a powerful tool for success, urging listeners to let go of non-essential tasks and projects to make room for more impactful endeavors. Listeners are encouraged to embrace a growth mindset, viewing setbacks as opportunities for learning and growth. Dina's wisdom from experience resonates throughout the episode, offering valuable insights into effective leadership and personal development. Tune in to The Fast Leader Show to gain actionable strategies for enhancing your leadership skills and fostering a more creative, empathetic workplace.…

1
554 John Fisher - Embracing Change One Step at a Time 47:22

48 weeks پیش47:22

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 the critical role of personal growth in driving effective leadership and fostering a conducive environment for change. The conversation illuminates the intricate dynamics of leadership in the modern workplace, emphasizing the necessity of understanding individual motivations and the impact of personal identity on resistance to change. Fisher’s narrative is a compelling testament to the transformative potential of self-awareness and adaptability in navigating the complexities of organizational leadership.…

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

1 year پیش48:47

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 development. Eschliman delves into the pivotal moments that shaped his career, from early beginnings on construction sites to his transformative military experiences driving an armored vehicle in Iraq. These experiences not only honed his leadership skills but also instilled a profound belief in the importance of preparation and teamwork. Jeff discusses the significance of integrating core values into one\'s life and career, emphasizing the transformative power of a one-page plan. This strategic tool, he explains, is not just about setting goals but about aligning one\'s actions with their deepest values and competencies. Through personal anecdotes and professional insights, Eschliman inspires listeners to reflect on their own paths, encouraging them to craft a fulfilling journey that resonates with their true selves. But it\'s not all about looking inward. Jeff\'s narrative is a testament to the impact of leadership on others, comparing the joy of mentoring to watching his children grow. He underscores the importance of self-care, continuous learning, and setting intentional goals as cornerstones of effective leadership. This episode is a treasure trove of wisdom for anyone looking to navigate the complexities of personal and professional growth. Jeff\'s journey is a powerful reminder of the resilience, dedication, and strategic planning required to lead a fulfilling life and make a lasting impact on those around us. Don\'t miss out on this profound conversation. Tune in to discover how you can apply Jeff Eschliman\'s insights to your own life and leadership journey.…

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552 Joshua Freedman - Embracing Emotional Intelligence 46:06

1 year پیش46:06

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 critical role of emotional intelligence in enhancing workplace dynamics, fostering meaningful connections, and driving effective leadership. The dialogue delves into the nuances of emotional intelligence, revealing its pivotal role in navigating the complexities of modern work environments. Freedman emphasizes the tangible benefits of emotional intelligence, from improved employee engagement to heightened innovation, underscoring the importance of cultivating these skills within organizations and individuals alike. Key moments of the podcast illuminate the transformative power of emotional intelligence in redefining leadership paradigms, advocating for a more empathetic, connected approach to managing teams and solving problems. Freedman\'s personal journey and his visionary work with Six Seconds offer an inspiring narrative, highlighting the actionable steps listeners can take to elevate their emotional intelligence and contribute to a more emotionally intelligent world. This episode is not just an exploration of emotional intelligence but a call to action for leaders, professionals, and individuals to embrace emotional intelligence as a fundamental component of success and fulfillment in the digital age. Whether you\'re seeking to enhance your leadership skills, foster a more cohesive team environment, or embark on a journey of personal development, this conversation with Joshua Freedman offers invaluable insights and practical advice.…

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551 Jim Rembach - Unleashing Strategic Success 39:09

1 year پیش39:09

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 groundbreaking approach that navigates through the volatile marketplace. This method integrates neuroscience, emotional intelligence, and positive psychology, offering a fresh perspective on goal attainment and strategy development. It questions the efficacy of quick fixes and emphasizes the need for thorough, well-considered strategies. Our discussion will focus on the relevance of neuroscience in enhancing leadership and decision-making. By understanding biases and employing backward thinking, we aim to fortify our approach to business challenges. This session is an invitation to transition from dated methods to innovative, scientifically-backed planning techniques. Beyond theoretical concepts, we\'re here to provide practical insights. The significance of regular strategic planning, continuous innovation, and engaging in a network of forward-thinking professionals will be highlighted, underscoring their importance for both personal and professional advancement. Join us as we navigate the intricacies of the VUCA world, aiming to equip ourselves with the tools necessary for success. This session is an opportunity to transform your approach to strategic planning, embracing the future with insight and innovation. Let\'s embark on this journey together, stepping into a new era of business strategy and goal achievement.…

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450 Adam Bryant - Leading Through Contradictions 53:58

1 year پیش53:58

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 leadership demands a keen ability to simplify complexity and ask pivotal questions in a world rife with volatility. Reflect with Bryant on the necessity of pausing for introspection despite the relentless pace of modern leadership. Explore the insightful \"due to say\" ratio, a testament to a leader\'s trustworthiness, and navigate the nuances of managing upwards with brutal honesty. Gain perspective on personal growth as Bryant shares his journey from The New York Times reporter to a leadership maven, emphasizing the significance of authentic networking and understanding your unique leadership path. Adam\'s candid discussion reveals the heightened demands on leaders today, urging aspiring managers to embrace the thrill of steering through rapid changes. As he reflects on his personal choices and the nature of ambitious leadership, Bryant challenges us to ponder the fundamental question: \"Why do you really want to lead?\" Embark on this thought-provoking episode with Jim Rembach and Adam Bryant – it\'s an invaluable session for anyone looking to lead with insight, self-awareness, and authenticity.…

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

1 year پیش37:46

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 need for accountability and responsibility in addressing others\' needs, as well as the challenges of bridging the generational divide in leadership. One key takeaway is the significance of personalized communication in effective dialogue. Dr. McGuire highlights the importance of contextualizing and differentiating in order to achieve goals and foster understanding. She also shares her personal and academic goals, including pursuing a master\'s degree in Divinity and a doctorate in educational leadership for change. Another key theme is the power of compassion and overcoming self-doubt in effective leadership. Dr. McGuire encourages leaders to embrace change and break free from cognitive dissonance, unlocking the potential of AI and other transformative technologies. She also emphasizes the value of building trust and connection in the workplace through effective communication and understanding emotional cues. Overall, this episode offers valuable insights and practical tools for leaders looking to enhance their emotional intelligence, embrace change, and cultivate interconnectedness. Tune in to the Fast Leader Show to hear Dr. Laura McGuire\'s wisdom and learn how to unleash your leadership potential.…

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

1 year پیش35:46

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 career development and how the majority of agents now view their role as a long-term commitment. Nicole introduces a competency model for leaders consisting of seven competencies, with a mix of hard and soft skills. This model emphasizes the significance of how leaders engage with their teams and work together, rather than just following processes. Their company offers certifications in these competencies, recognizing their value in developing effective leaders. Flexibility is crucial in structuring career development, and Nicole\'s company uses a segmentation model to categorize employees based on their motivators. This enables them to tailor career development programs to individual needs. Moreover, Nicole expands on flexibility in the workplace, encouraging leaders to consider not only work location but also the type of work and distribution of tasks to prevent burnout and foster engagement. Agent engagement and retention are major challenges for customer contact leaders due to the ongoing shift in the labor market. These challenges revolve around effective management dynamics, operationalizing flexibility, and offering flexibility that meets personal needs. Nicole\'s insights on leadership competencies, personalization, motivation strategies, and operationalized flexibility provide valuable guidance for industry professionals. Tune in to this episode of Fast Leader Show to gain valuable insights on navigating the current challenges in the contact center industry and learn how to maximize agent engagement and retention. Get ready to rethink leadership and career development strategies for a future of flexible work.…

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

1 year پیش45:48

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 passion, Tom shares insightful wisdom that can help listeners achieve re…

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

۲ years پیش43:07

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 focuses on identifying key questions rather than complex statistical analysis. We delve into the concept of quantitative intuition, emphasizing the value of precision questioning, contextualizing data, and synthesizing information for decision making. Oded reveals the importance of combining data with intuition and building teams that understand both business and data science. He also discusses his book, \"Decisions over Decimals,\" which promotes starting with a decision and embracing uncertainty. Finally, we examine the role of context in data analysis and the dangers of data without context. Join us as we navigate the nuanced world of data-driven decision making.…

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

۲ years پیش39:42

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, identifying cultural champions, and the need for leadership accountability. Chuck emphasizes the relevance of having a strong company culture foundation, which can impact financial performance and differentiate the brand. He also delves into the topic of categorizing employees into various groups and emphasizes the importance of retaining top talent. Lastly, we touch on Chuck\'s book and its valuable insights for leadership. Tune in to this thought-provoking episode that will equip you with practical tips and strategies for effective leadership.…

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

۲ years پیش37:07

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, we can promote DEI without needing a Chief Diversity Officer or extensive content. When it comes to leadership growth, introspection and humility are key. We should focus on our personal journeys, learning from others outside our immediate circles, and striving to improve. Embracing this mindset allows us to better tackle systemic issues and foster a more inclusive environment. A great example of effective education for leaders can be found in online leadership academies, particularly those geared toward frontline supervisors. They emphasize community building and quality learning while ensuring that the return on investment is taken into account. This holistic approach to training can help develop well-rounded leaders who value diversity and inclusion. In the marketplace, diverse teams are essential for driving success and innovation. We should particularly admire and learn from women leaders, especially women of color, who bring unique perspectives and experiences to the table. By providing real-world solutions to executives\' challenges and creating safe spaces for open discussions, we can cultivate a workplace that thrives on diversity and inclusion. In summary, embracing data-backed insights, focusing on personal growth, and offering effective education are vital for leaders seeking to implement successful DEI strategies. By doing so, we can foster a diverse, inclusive, and productive work environment.…

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

۲ years پیش44:51

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 and individual resilience. Drawing on examples from the sports world, Mike highlights the significance of fostering a sense of belonging, accountability, and support. He also investigates the impact of childhood experiences on shaping one\'s resilience and character, offering insights into personal growth and understanding. In this episode, gain valuable knowledge from Mike Watson on the connections between resilience and leadership, and learn how to nurture these qualities through intentional habits and values. By understanding the critical role of accountability and building an inclusive, supportive culture, you and your team can unlock your full potential and thrive in the face of adversity.…

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

۲ years پیش44:07

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. Here are a few tips to help you become a better leader: 1. Develop a clear vision: A good leader has a clear idea of what they want to achieve and can communicate that vision to their team. This helps everyone stay focused and aligned towards the same goal. 2. Build a strong team: It\'s important to surround yourself with talented and motivated people who share your vision. As a leader, your job is to inspire and empower your team to achieve great things. 3. Communicate effectively: Clear and open communication is essential for any successful team. Make sure you are regularly communicating with your team and actively listening to their feedback. 4. Lead by example: Great leaders set the tone for their team. By modeling the behaviors and values you want to see in others, you can create a positive and productive work environment. 5. Embrace change: In today\'s world, change is constant. A good leader is adaptable and able to navigate through uncertainty and change with confidence and agility. By developing these key traits, you can become a better leader and help your team thrive in an ultra-competitive world. Remember, leadership is a journey, and it takes time, effort, and commitment to develop these skills. But with the right mindset and a willingness to learn and grow, you can become the leader your team needs to succeed. In this episode, Lee Colan shares his insights on how to become a better leader in today\'s ultra-competitive world. He discusses key traits of great leaders, including developing a clear vision, building a strong team, communicating effectively, leading by example, and embracing change. Join us as we learn from Lee\'s extensive experience and expertise in leadership development.…

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

۲ years پیش49:52

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, David Avrin stresses the importance of regular, open conversations among team members to ensure consistent engagement with customers. He suggests that the purpose of these conversations is not to agree with each other, but to explore scenarios and come to a consensus as a company. This consensus helps create a consistent customer experience and sets a clear standard for how the business interacts with its customers. By fostering open communication and establishing a strong team culture, these conversations empowers businesses to create a positive and memorable customer experience.…

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