Explore the transformative journey of a call center expert over three decades in this podcast with Mark Williams. The guest shares insights from starting as an agent to becoming a senior manager, emphasizing the importance of diverse skills, empathy, and adaptability in workforce management. He discusses the critical aspects of leading teams, addressing challenges, and balancing customer and employee needs. This episode offers valuable lessons for anyone in the call center industry or in leadership roles, revealing the nuances of career growth and effective team management.