{"id":35116,"date":"2023-06-21T23:54:22","date_gmt":"2023-06-22T04:54:22","guid":{"rendered":"https:\/\/demo.etechgs.com\/?post_type=podcast&amp;p=32419"},"modified":"2023-06-21T23:54:22","modified_gmt":"2023-06-22T04:54:22","slug":"the-future-of-contact-center-leadership-what-needs-to-be-changed","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-contact-center-leadership-what-needs-to-be-changed\/","title":{"rendered":"The Future of Contact Center Leadership \u2013 What Needs To\u202fBe Changed"},"content":{"rendered":"<p><span data-contrast=\"auto\">A true leader keeps changing and improving as and when the situation demands. Leadership in the contact center industry is no exception, and with the post pandemic era unfolding, slowly but surely, there is room for changed and enhanced leadership styles and techniques. Changes like developing remote work opportunities and making best use of the latest technology have become inevitable. Meeting employee expectations of work culture and enabling them with adequate knowledge is the key to this.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<div style=\"width: 1280px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-35116-1\" width=\"1280\" height=\"720\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2023\/09\/Etech-Podcast-_-The-Future-of-Contact-Center-Leadership-%E2%80%93-What-Needs-To%E2%80%AFBe-Changed.mp4?_=1\" \/><a href=\"https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2023\/09\/Etech-Podcast-_-The-Future-of-Contact-Center-Leadership-%E2%80%93-What-Needs-To%E2%80%AFBe-Changed.mp4\">https:\/\/cdn.etechgs.com\/newetech2023\/wp-content\/uploads\/2023\/09\/Etech-Podcast-_-The-Future-of-Contact-Center-Leadership-%E2%80%93-What-Needs-To%E2%80%AFBe-Changed.mp4<\/a><\/video><\/div>\n<div class=\"strip\"><\/div>\n<p><span data-contrast=\"auto\">The biggest challenge is finding the right balance between what technology makes sense for your organization versus your employee\u2019s expectations. <span class=\"ui-provider gt b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\"> Doing so in the correct way will going to serve best to your customers.<\/span><\/span><span data-contrast=\"auto\">\u00a0If you take care of your employee experience the customer experience will take care of itself.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Get more insights in this podcast, where industry expert Mark Brody and Melissa Wood unveil the changes in the leadership needs in the Contact Centers.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">We have covered for you the below in this podcast:\u202f<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The biggest challenges that contact center leaders\u2019 face today, in 2023<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">To be a successful leader, what are the must-have skill sets and how can one cultivate them over time? The must-have skill sets to become a successful leaders and how to cultivate those skill sets<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Insights on how can contact centers leverage the technological advancements happening continuously<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><strong>Speakers:\u00a0<\/strong><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Mark Brody &#8211; CEO\/President, Brohawk Solutions, LLC\u202f<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"none\">Melissa Wood \u2013 Dean of Global Leadership Development, Etech Global Services<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>A true leader keeps changing and improving as and when the situation demands.<\/p>\n","protected":false},"author":3,"featured_media":35112,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/cdn.etechgs.com\/egsmedia\/wp-content\/uploads\/2023\/06\/Podcast-Melissa-Mark-Brody_1.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"28.62M","filesize_raw":"30006454","date_recorded":"2023-06-21 23:54:22","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":""},"tags":[27,28,29],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-35116","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-contact-center","tag-leadership","tag-podcast","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2023\/06\/Etech-Podcast-version-01_1200-x-628-PX-copy-3-1.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/plugins\/seriously-simple-podcasting\/assets\/images\/no-album-art.png","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/35116\/the-future-of-contact-center-leadership-what-needs-to-be-changed","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/35116\/the-future-of-contact-center-leadership-what-needs-to-be-changed","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/35116\/the-future-of-contact-center-leadership-what-needs-to-be-changed\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/35116\/the-future-of-contact-center-leadership-what-needs-to-be-changed<\/a>","episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/demo.etslabs.ai\/etech26\/feed\/podcast\/leadership-and-cx-podcast","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"vScxBSuo6k\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-contact-center-leadership-what-needs-to-be-changed\/\">The Future of Contact Center Leadership \u2013 What Needs To\u202fBe Changed<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-future-of-contact-center-leadership-what-needs-to-be-changed\/embed\/#?secret=vScxBSuo6k\" width=\"500\" height=\"350\" title=\"&#8220;The Future of Contact Center Leadership \u2013 What Needs To\u202fBe Changed&#8221; &#8212; Etech Global Services LLC\" data-secret=\"vScxBSuo6k\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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