Leadership is a process by which a person influences others to achieve a common goal. Compassionate leadership is the type of leadership that takes into account the feelings and emotions of others. It is based on the idea that if we can understand and feel what others are feeling, then we can better lead them. Compassion is a feeling of love or sympathy for others. We can show compassion towards others by doing things like being understanding and nonjudgmental, listening attentively,...

Change is the only thing constant in the world. No matter what you do, change is inevitable. It can happen externally – out of your control – but it can also happen internally – within your control. But no matter what form change may take place, the question is, what are you going to do about it? Will you remain stagnant or will you take the opportunity to allow change to make you better? Remember, progress is optional. With the change brought about by the pandemic, the majority of people...

We live in a world of infinity. We have an infinite amount of things we can do at any one moment. As responsible individuals, we try to take care of all the opportunities and requests that come our way. Try as we might, there is a point where there are no more hours in the day and we just hit this ceiling of complexity. What do you do when you can’t go any further when you can’t go any faster? Do you just spend your life jammed up against this ceiling of complexity? In this episode, Richard...

We've heard the saying, "let's address the elephant in the room." These large, significant things that we deliberately ignore, but must be addressed. We certainly give importance to them because they are, significant. However, there are certain things in life that are smaller, more insignificant, and more subtle that we sometimes don't notice or just deliberately ignore. So, how do we identify these small, insignificant things? In this episode, David Wood helps us address the mice in the...

In this episode, Dan Gingiss shares more about how you can create a remarkable customer experience for your customers that not only makes them stay, but also share your company with others.

In this episode, Wayne Washington shares his experience on how your company can achieve proper alignment and reach strategic goals.

In this episode, Judy Ryan shares her responsibility-based approach in the human system where people are intrinsically motivated to develop their true selves and unleash their full potential.

Listen to Omar L. Harris as he shares his thoughts on Diversity, Equity, and Inclusion (DEI) and how you can be more inclusive in your organization today.

In this episode, Jim Kouzes sheds light on the five exemplary leadership practices and how leaders can use them to overcome the most difficult challenges.

In this episode, Walt Rakowich shares his experience on transformative influence and the steps you can take to transform your team and make your organization better.

Today on the podcast, I am joined by Adam Bryant. We talk about the CEO test and the 7 key questions to determine how well you are leading.

Today on the podcast, I am joined by Kent Billingsley, author of Entrepreneur to Millionaire. We talk about the difference between being an entrepreneur and having an entrepreneurial mindset.

Customers are becoming smarter and wiser, and their behaviors are the most influential source of insights. As leaders, you must change and become more empathetic and understanding of their needs. It's not just about your clever product. Change is about empathy, connection, trust, and customer-focus. You must develop a culture that is adaptive and quick to respond to the changing customer and their needs. If you cannot solve a pain that people cannot solve for themselves, you do not have a...

We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. We believe that a happy customer is the heart of any organization. But how do you make them feel valued? Most of the time, it relies on your people leadership – your employee experience. In this episode, Jonathan Raymond shares how you can lead your people and develop that people-centric culture in your organization.

With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and advice for leaving behind an unforgettable legacy in CX and how to be happier and more successful in the workplace. Some leaders have been working in the customer experience industry for years and have not left a positive legacy to their team members and employees. They leave behind negative thoughts and memories and retire miserable and unhappy.

There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you are a positive influence to them. Team members that are positive can serve customers better and create a more wonderful customer experience. In this episode of the Fast Leader Show, Glenn Parker shows us how you can help others become better and position them for success.

If you want to establish a high-trust, ethical relationship with the customer, then you must learn the importance of collaboration and collaborative leadership. It is only through trust that you can deliver the best customer experience. Think about it, would you be willing to be vaccinated by a pharmaceutical company if you didn't trust them? That is why trust is important in any relationship, and if you want to establish trust, then you must do it through collaboration

They may not be in the frontlines talking directly with the customers, but a leader's influence to the team impacts the way an agent performs and how they deliver the customer experience, which is why leadership is important. According to Dr. David Arrington, "Everything a leader does impacts the organization. It all trickles down. If you have solid leadership at the top and set those priorities that the customer is important from that perspective, people from that organization will follow...

Playing at work have been traditionally unacceptable in the workplace. As adults, we think playing is childish and working meant being serious all the time. However, based on what we see from top performing companies in the world today, play has been an important aspect in their success. So, if you are a call center executive or have a call center business, should you allow or encourage playing at work? Does play make a positive impact in your customer experience strategy?

Character Development in CX is one of the foundations for being able to deliver the best possible experience for the customer. People never forget the way they are treated by others, and each person wants to be treated with respect, dignity, and truth. Every single customer wants and deserves to be treated with integrity. And integrity only comes from someone with a healthy spiritual character.

According to research, 75% of businesses don't make it past year 15. Dennis Geelen believes that the cause for this is that companies are too inward-focused and are too stubborn. In order for a call center or business to survive and thrive, they must become outward focused or customer-centric, and they must deal with their stubbornness by being innovative. Listen to this episode as Dennis Geelen shares more about customer-centric innovation.

In this episode of the Fast Leader Show, Nir Bashan shares his knowledge and insight in how to be more creative in your contact center and help fill the creativity gap in your customer experience strategy. Leaders and executives today struggle to find new and innovative ideas to meet the customer's needs because they focus too much on the analytical side and forget to be creative - this is the creativity gap that we are trying to solve.

Coaching for leaders and managers is essential to drive peak performance for your call center and business. According to Bill Eckstrom, the most effective leader behaves more like a coach. So, how exactly do you behave that way and what do great leaders do to increase sales, enhance performance, and sustain growth? In this episode of the Fast Leader Show, Bill Eckstrom lays out the strategies and tactics for you to apply coaching for leaders and managers.

A good strategic plan is never enough unless you are able to drive results from them. Any call center or business can develop a good strategic plan, but not everyone can drive results and execute on them. So, how do you exactly develop a good strategic plan that drives results? In this episode of the Fast Leader Show, Sean T. Ryan, shares his actionable advice on how exactly you can do that!

The goal of a creative leader should always be to drive innovation for business. However, innovation for business is something very difficult to do on a consistent basis. How do you exercise your creativity muscles that enable you to drive consistent innovation for business? Cliff Goldmacher shows you a way to stay creative using principles in music and songwriting! Cliff shares the similarities between songwriting and innovation and how it applies for your business.