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 146-Stop Coaching Listening—Start Living It- The Real Path to Great Contact Center Leadership
The Contact Center Coach
18 minutes 55 seconds
7 months ago
Podcast 146-Stop Coaching Listening—Start Living It- The Real Path to Great Contact Center Leadership
Are you just hearing... or are you truly listening? What if the key to becoming a respected leader isn’t what you say—but how deeply you listen?
In the contact center world, we train agents to listen actively every day—yet many leaders struggle with the same skill. This episode dives into the crucial difference between hearing and listening, and how that one distinction could reshape your leadership, elevate team trust, and fast-track your influence up the org chart.
By tuning in, you'll learn:
How to eliminate distractions and sharpen your listening focus—even in noisy environments
Practical verbal and nonverbal techniques that show your team you're locked in
A powerful mindset shift for listening to your leader, your team, and even yourself
Listen now to discover the 3 essential techniques that will make you a more present, effective, and trusted contact center leader.
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.
