Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI
Jason Mercer-Pottinger explains how remote contact centers use frontline autonomy and a measured AI approach to protect empathy and patient care.
Guest bench
Episodes withFrontline executives
The raw realities of steering large-scale operations through rapid change.
Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World
We often blame frontline leaders or employees when execution breaks down, rather than diagnosing the environment that forced the error in the first place.
How To Develop Intrinsic Motivation In The Human System: A Responsibility-Based Framework
When frontline leaders are forced to manage cross-silo coordination through manual oversight, biological autopilot routines take over to conserve energy.
Facing the Unknown | Kevin Vallely
Without environment-level scaffolding that guides real-time choices in the flow of work, strategic intent fails to reach frontline execution.
They were eager, but didn’t have the tools | Sean Minter
When team leads are forced to process complex multi-channel data while managing frontline friction, the sheer volume of information exceeds human capacity.
I am by no means an actor | Mike Wittenstein
When those workflows clash with frontline realities, leaders experience severe friction, forcing teams to make costly adjustments in real time.
Career can pull you too far | Peter Haid
Frontline workers must constantly navigate complex digital tools, siloed communications, and customer emotional states, which drains their daily capacity.