Fast Leader Show | Stories To Help You Move Onward And Upward...faster

In this episode of the Fast Leader Show, Jim Rembach welcomes Nicole Kyle, an expert in the contact center industry since the 1990s. Nicole seeks to understand the current challenges in the industry and explores three seismic challenges facing contact centers. While skill development has been a focal point, Nicole emphasizes the importance of career development and how the majority of agents now view their role as a long-term commitment.  Nicole introduces a competency model for leaders consisting of seven competencies, with a mix of hard and soft skills. This model emphasizes the significance of how leaders engage with their teams and work together, rather than just following processes. Their company offers certifications in these competencies, recognizing their value in developing effective leaders.  Flexibility is crucial in structuring career development, and Nicole's company uses a segmentation model to categorize employees based on their motivators. This enables them to tailor career development program