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 the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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