We've all been there. At one point or another, we've felt helpless to circumstances beyond our control, and every failure has destroyed our spirit in some way. In the contact center, it's almost natural to feel like a victim when things go awry. However, Jeremy Hyde is going to help us shift that mindset and turn seemingly insurmountable obstacles into fantastic opportunities for growth. Get ready to own your mistakes, embrace your circumstances, and transform your contact center's destiny forever…

[ 4:54 - 6:11 ]  What does the victim mentality look like in the workplace? Let’s understand that it’s our job is to clean up problems. Let’s shift how we feel about it so we aren’t constantly upset. Think, “I’m the person that gets to help the organization get better!”

[ 8-9:50 ]  What does the hero mindset look like in the workplace? Taking ownership of challenges is empowering. 

[ 13:30 - 14:45 ]  As a leader, provide  your team a space where it’s safe to say, “This is what I could do better next time, and here’s how I can improve.”

[ 14:46 - 16:10 ] Never try to assign blame to others. I don’t care who made the mistake, but I do want to understand it so it doesn’t happen in the future. It takes humility to own up to our mistakes. That builds the culture of accountability without any of the negativity that comes along with assigning blame. 

[ 17:52 - 20:44 ]  How can we reprogram our brain so that we actually seei challenges as opportunities?

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