225: Mark Brody: I focused on everybody being successful

//225: Mark Brody: I focused on everybody being successful

225: Mark Brody: I focused on everybody being successful

Mark Brody Show Notes Page

Mark Brody was very focused on his team and wanting them to excel. Unfortunately, he realized it was because he wanted to have the recognition for himself and that he was failing to consider the larger ecosystem. In becoming a better leader, he made the mind shift to focus on everybody in the contact center being successful.

Mark Brody was born in the Kansas City area, but grew up primarily in Nashua, NH. His parents have been married for 51 years and he is the oldest of 4 siblings, the youngest of whom is 15 years younger.

He tried to convince his parents to name his youngest sibling “Ooops”, but for some reason, they didn’t think it would go over well. Growing up, Mark was involved in sports, mainly baseball and basketball – his mother wouldn’t sign the permission slip for football as she once told him, Jewish boys don’t play football.

Growing up his family was very involved in local and state politics. It was this heavy involvement in politics that taught him how to develop an opinion and be able to support it with factual data. This is not uncommon for what contact center leaders have had to do when leading teams, projects, or conducting research on process improvements.

Mark first started off in the contact center industry while attending The University of Kansas. He was staying at school for the summer and needed a job. He had applied for and was offered a position mowing lawn or he could accept a position working in an office setting. He chose indoors to avoid the summer heat and began manually dialing directory assistance as part of a skip tracing team for Sallie Mae.

Over the years, Mark has had the privilege of working with great leaders in a variety of collections and customer service verticals including credit cards, contact center outsourcing, auto finance, mortgage servicing, third party collections, and the student loan industry where he has spent about half of his 29-year career. He has worked for such companies as Sallie Mae, Capital One Auto Finance, Metris Companies, United Recovery Systems (now Alltran), and Texas Guaranteed among others.

Mark Brody is now the founder of Brohawk Solutions, LLC, and President of The Austin Contact Center Alliance in Austin, Texas. He is also a board member for The Professional Teleservices Management Association in San Antonio, TX, and on the South-Central Board for PACE. He has written several articles for the Contact Center Pipeline on the topics of leadership and employee engagement.

Mark currently resides in Round Rock, Texas where he lives with his girlfriend, their 8-month old foster daughter, and two fur children. He also has two sons who are currently attending college.

Tweetable Quotes and Mentions

Listen to Mark Brody to get over the hump on the @FastLeaderShow – Click to Tweet

“Employee engagement in the contact center industry is the most critical part of what goes on in a contact center.” – Click to Tweet

“If you’re not engaged with your workforce then everything else is fluff.” – Click to Tweet

“Trying is a mild form of failure.” – Click to Tweet

“For leaders to really understand the employee engagement, they have to look at all aspects of the employee journey.” – Click to Tweet

“What are your frontline leaders doing in order to support the first 30 days of the employee journey?” – Click to Tweet

“What is it that’s going to draw somebody to your contact center over somebody else’s?” – Click to Tweet

“Companies need to understand why employees are even coming in their door.” – Click to Tweet

“Our coaching style may not mesh with somebody’s receipt of information style.” – Click to Tweet

“If we would have thought we knew everything back 10 or 15 years ago, we would have been stuck back 10 or 15 years ago.” – Click to Tweet

“If I close my mind to learning, that’s the only thing that’s going to stop me from becoming a better leader.” – Click to Tweet

“Leadership is not about you. It’s about your team, it’s about the organization, it’s about others.” – Click to Tweet

“Take negativity, chunk it out of your life.” – Click to Tweet

“Focus on the things that are positive and work well in your life, and don’t complain about things.” – Click to Tweet

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Hump to Get Over

Mark Brody was very focused on his team and wanting them to excel. Unfortunately, he realized it was because he wanted to have the recognition for himself and that he was failing to consider the larger ecosystem. In becoming a better leader, he made the mind shift to focus on everybody in the contact center being successful.

Advice for others

Allow people to speak and express themselves.

Holding him back from being an even better leader

Nothing. If I close my mind to learning, that’s the only thing that’s going to stop me from becoming a better leader.

Best Leadership Advice

Leadership is not about you. It’s about your team, it’s about the organization, it’s about others.

Secret to Success

I care. I care about seeing others improve, I care about seeing others be successful.

Best tools in business or life

Focus on positive. Take negativity, chunk it out of your life. Focus on the things that are positive and work well in your life, and don’t complain about things.

Recommended Reading

Juggling Elephants Publisher: Portfolio Hardcover

The No Complaining Rule: Positive Ways to Deal with Negativity at Work

The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy

Contacting Mark Brody

Website: https://brohawksolutions.com/

email: mark [at] brohawksolutions.com

Twitter: https://twitter.com/kujayhawk92

LinkedIn: https://www.linkedin.com/in/mark-brody-cccm-410b003/

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


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2019-05-15T02:39:05-04:00May 15th, 2019|Podcasts|0 Comments

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