I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again
What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?
For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.
In this milestone 150th episode, you’ll discover:
How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.
Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.
The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
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I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again
What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?
For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.
In this milestone 150th episode, you’ll discover:
How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.
Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.
The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
Podcast 144-Why Being a Giver Is the Secret Leadership Trait Contact Center Leaders Overlook
The Contact Center Coach
21 minutes 41 seconds
8 months ago
Podcast 144-Why Being a Giver Is the Secret Leadership Trait Contact Center Leaders Overlook
What’s the one thing that could transform your leadership, career, and personal relationships—without costing you a dime?
In this episode, I reflect on the life of my late father, an extraordinary giver, and explore what it truly means to be a giver in both life and leadership. Whether it’s your time, wisdom, or support, giving can shape your legacy and elevate those around you. But how do you cultivate the right mindset to be a giver?
Discover the four essential attributes of a true giver and how they can change your career and relationships.
Learn how generosity and empathy can make you a more effective leader in the workplace.
Find out why being intentional about giving can create a lasting impact on those around you.
The Contact Center Coach
I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again
What if the biggest changes in contact centers aren’t really new at all—just lessons we keep relearning?
For over 30 years, we’ve been chasing the perfect balance between quality and quantity, the same tension that started when call monitoring was done with cassette tapes. Now, AI promises to revolutionize quality monitoring again—but unless leaders understand the five unchanging truths of this industry, they risk repeating the same mistakes with newer tools.
In this milestone 150th episode, you’ll discover:
How lessons from the early days of quality monitoring reveal what AI must do differently to actually deliver faster, better, cheaper results.
Why technology should always be treated as the driver, not the destination—and how that mindset changes everything.
The five timeless truths every contact center leader must embrace to create a thriving, not just surviving, organization.
