183: Art Coombs: You label you

//183: Art Coombs: You label you

183: Art Coombs: You label you

Art Coombs Show Notes Page

Art Combs overcame being labeled as lazy and stupid to becoming a CEO. Along the way he started several businesses, wrote a few books and traveled the globe as a contact center expert. He now starts companies focused on customer service problems that he faced as an operations manager.

Art Coombs was born in Las Vegas, Nevada and raised in Silicon Valley. His family moved there so his father could obtain his Ph.D. from Stanford and from there he got swept up in the high-tech entrepreneurial tsunami beginning to swell in the 70’s and 80’s.

Art’s parents mirrored “Leave it to Beaver”. His father worked while his mother stayed home. They ate breakfast and lunch as a family. He had 4 sisters and 1 brother and it seemed they always had other foster kids in their home. Some asked to be adopted, so they became legal siblings.

Growing up Art was rather shy and a horrible student. He excelled at athletics and metal/wood shop. Luckily, he was raised by a father that focused on his self-esteem and not his grades because Art was often labeled lazy or stupid because of his dyslexia. Once Art figured it out, he went from the bottom of his high school class to the top of his college class and graduated from San Jose State with many scholastic honors.

Art started his first company right out of college: Video Data Systems. He raised capital from his father. As he wrote the check, he said I am investing because I am your dad not because you are a good investment. That led to some deep introspection and lessons learned. But it did set him on a path of entrepreneurship and creating organizations from the ground up.

After several years, a relatively small firm asked him to move to Europe and set up their European operations – again, a great fit for his entrepreneurial tendencies.  He was the first European employee, with some talented people around him, they built that organization to over $100 million in annual revenue in less than 4 years. From there, he moved back to the USA and continued building and creating companies with culture.

During the past twenty-five years, Art has worked in leadership positions with a number of global firms and their call/BPO centers worldwide. Currently president and CEO of KomBea Corporation, Art has served for more than a dozen years developing and marketing tools that blend human intelligence and automation to improve call center phone interactions.

Art is a widely published author of methodologies for BPO/contact centers, outsourcing, and technical support, and has served in leadership positions at Hewlett-Packard, VLSI Research, and RasterOps.

Art currently lives in Utah along with horses, dogs, and just enough land to be comfortable and yet not enough land to need outside help. He calls it a ranchette.

He is a single father of 4.  2 Boys and 2 girls.  2 are out of the house, and 2 are still living at home.

Tweetable Quotes and Mentions

Listen to @ArthurFCoombs to get over the hump on the @FastLeaderShow Click to Tweet   

“Now we live in an environment where change is happening every 12 to 18 months.” -Art Coombs Click to Tweet   

“When the cell phone came along it totally changed and disrupted the game.” -Art Coombs Click to Tweet 

“Financial institutions are going to radically change the way they do business and it’s going to catch a lot of them off-guard.” -Art Coombs Click to Tweet 

“99% of contact center agents are ethical.” -Art Coombs Click to Tweet 

“As consumers we will have more and more tools available to us online.” -Art Coombs Click to Tweet 

“When you have a problem, a real problem, people want to deal with people.” -Art Coombs Click to Tweet 

“We are going to combine human intelligence, human intuition with technology.” -Art Coombs Click to Tweet 

“We have to bring more technology into the interactions that live agents have with consumers to increase the consistency.” -Art Coombs Click to Tweet 

“It doesn’t matter how hard you train, humans are 2-sigma machines.” -Art Coombs Click to Tweet 

“I don’t believe artificial intelligence is going to be able to truly understand nuances in our language.” -Art Coombs Click to Tweet 

“Think about the very name of that – Artificial Intelligence – is that not an oxymoron?” -Art Coombs Click to Tweet 

“When the heart is convinced that the head has it right, you’re motivated to move.” -Art Coombs Click to Tweet 

“Managers talk to the head, leaders talk about the why.” -Art Coombs Click to Tweet 

“You’ll never really get people in your organization to go the extra mile if all you do is manage.” -Art Coombs Click to Tweet 

“Leaders have to engage the heart as well as the head.” -Art Coombs Click to Tweet 

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Hump to Get Over

Art Combs overcame being labeled as lazy and stupid to becoming a CEO. Along the way he started several businesses, wrote a few books and traveled the globe as a contact center expert. He now starts companies focused on customer service problems that he faced as an operations manager.

Advice for others

Do the hard things now instead of sweeping them under the carpet.

Holding him back from being an even better leader

Procrastination

Best Leadership Advice

Raise as much capital as you possible can.

Secret to Success

I live hard easy, not easy hard.

Best tools in business or life

I focus on the person first and then P&L second.

Recommended Reading

Don’t Just Manage–Lead!

Human Connection: How the “L” Do We Do That?

The Subtle Art of Not Giving a F*ck: A Counterintuitive Approach to Living a Good Life

Contacting Art Combs

website: http://www.artcoombs.com/

LinkedIn: https://www.linkedin.com/in/artcoombs/

Twitter: https://twitter.com/ArthurFCoombs

Facebook: https://www.facebook.com/ArthurFCoombs/

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


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By |2018-07-25T02:35:15+00:00July 25th, 2018|Podcasts|0 Comments

About the Author:

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Your Fast Leader Show host is Jim Rembach. Jim is a panel expert with the Customer Experience Professionals Association (CXPA) and spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, Certified Better Place to Work Expert, and frequently quoted industry expert.

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