Breaking the Ice Episode #36: Managing, Leading, & Inspiration From Kids w/ Jacob Shields

Welcome to Episode #36. We are so pleased to have Jacob Shields break the ice with us. Jacob is the Call Center Manager at CCI Systems, Inc. He also happens to be a military veteran, and given that this Friday is Veteran’s Day, we’re so grateful for his service to our country. Join us as we talk about the ways our children inspire us. We also discuss some of the differences between leadership and management. Here are the questions for this episode:

Icebreaker Question: How do your children inspire you?

Customer Service Question: How would you explain the difference between management and leadership?

Be sure to leave your answers to these questions in the comments below.

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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