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The Contact Center Coach

The Contact Center Coach

Written by: The Contact Center Coach
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Michael J. Tamer is a 25-year veteran of the customer contact industry. Michael is the author of the book, The Four-Minute Customer, and visionary who was at the forefront of contact center quality monitoring software development. Throughout his career, Michael has been teaching the benefits of quality to organizations all over the world, including the United States Senate. Michael has received honors for his career achievements including Call Center Magazine's Pioneer Award and induction into the Call Center Hall of Fame.All rights reserved Economics
Episodes
  • Podcast 152 The Call That Never Happens - 9:17:26, 8.24 AM

    Podcast 152 The Call That Never Happens - 9:17:26, 8.24 AM
    Sep 17 2026
    What if your contact center’s biggest savings opportunity isn’t shortening calls—but eliminating the calls that never needed to happen in the first place? Contact centers have spent decades attacking their biggest call drivers, automating simple interactions, and pushing customers toward self-service. But reducing calls on a report isn’t necessarily the same as eliminating them. Some customers simply move to another channel. Others call back later—often more frustrated, creating an even longer and more expensive interaction. Today, AI and 100% interaction analysis make it possible to uncover something traditional sampling couldn’t: the hundreds of smaller, unnecessary call reasons hiding beneath your top ten. And taken together, those calls may represent an enormous opportunity to reduce cost while actually improving the customer experience. In this episode, you’ll learn: How to distinguish between calls that are truly eliminated, calls successfully completed through automation, and calls that were merely deflected somewhere else. Why spending an extra 20 seconds during one interaction can prevent an entire six-minute call later—and why traditional handle-time metrics can actually punish your best agents for doing exactly that. How to look beyond your top ten call drivers, identify repeat-contact patterns hiding in the “long tail,” change your scorecards before they work against you, and measure whether calls actually disappeared instead of simply resurfacing somewhere else.
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    15 mins
  • Podcast 151-Why Magic Should Be the Standard in Your Contact Center — Not the Exception

    Podcast 151-Why Magic Should Be the Standard in Your Contact Center — Not the Exception
    Nov 19 2025
    What if your contact center is sitting on all the data, tools, and talent it needs to create daily moments of operational magic—but you’re still only experiencing a fraction of what’s possible? For years, leaders have been limited by blind spots—seeing only a handful of interactions each month and building processes around survival instead of success. But with full visibility into every call, chat, and customer moment, your center can finally eliminate the darkness that once restricted performance. This episode shows how modern QA, AI-assisted coaching, and real-time insight open the door to faster operations, cleaner processes, happier employees, and customers who feel the difference immediately. Listeners will discover: • How shifting from limited insights to full interaction visibility transforms coaching, performance, and employee confidence almost overnight. • The measurable signals that show whether your center is experiencing real “operational magic”—from lower costs to higher loyalty to cleaner processes. • What every leader should expect—and demand—from vendors offering AI, QA, and agent-assist tools in today’s contact center environment.
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    15 mins
  • Podcast 150-“I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again.”

    Podcast 150-“I Was There When Quality Monitoring Began—Now I’m Watching AI Transform It All Over Again.”
    Oct 29 2025
    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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    20 mins
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