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Greatest Hits: Leadership Lessons from the Contact Centre Frontlines with Clayton Drotsky
Manage episode 426995203 series 3403792
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In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Clayton Drotsky, founder of Growth Crew Limited and a veteran of the contact centre industry. With 17 years of experience leading contact centres globally, Clayton shares his unique perspective on leadership, having started his career on the frontlines.
Clayton discusses his transformative experiences with both positive and negative leadership styles, emphasizing the importance of building trust, fostering camaraderie, and creating meaning in the workplace. He shares his journey from being a contact centre agent to managing large teams, and ultimately starting his own leadership coaching business.
The conversation delves into the challenges facing contact centre leaders today, particularly at the team leader and manager levels. Clayton highlights the importance of time management, delegation, and creating a supportive environment for both leaders and agents. He also touches on the impact of new technologies and the need for effective change management in contact centres.
Listeners will gain valuable insights into:
- The transition from agent to leader in contact centres
- Strategies for building team morale and productivity
- The importance of creating meaning in daily work
- Challenges facing mid-level leaders in contact centres
- Balancing multiple demands and metrics as a leader
- The role of leadership in implementing new technologies
Whether you're an aspiring leader, a seasoned manager, or interested in the dynamics of contact centre operations, this episode offers practical advice and inspiring stories to enhance your leadership skills and create a more positive work environment.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
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Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
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