They dive deep into what it really means to listen to your people, how emotional intelligence is transforming leadership in the BPO industry, and why the so-called "fluffy stuff" is actually what drives performance. Lisa also opens up about her work building TP Women, closing the gender leadership gap, and her exciting new Empower Her programme — as well as how AI is freeing up time for more meaningful human connection at work.
If you work in a contact center, lead a team, or care about creating workplaces where people truly thrive — this one's for you.
Chapters:
0:00 - Introduction & Welcome
1:15 - Lisa's Career Journey: From Call Center Agent to VP
4:39 - Finding Her Niche in Employee Engagement
11:24 - The Power of Listening in the Workplace
12:28 - Proactive Feedback & Closing the Loop
14:27 - The EE Team: Communication, Creativity & Impact
17:22 - Managing Five Generations in the Workplace
19:31 - Leading with Heart: Emotional Intelligence at TP
22:01 - Great Place to Work & Measuring EI
25:33 - Building the Culture at TP Over Seven Years
26:49 - Cultural Intelligence Across a Global Region
30:55 - TP Women: Building the Employee Network
36:00 - The Empower Her Programme & Closing the Confidence Gap
41:06 - AI, Copilot & the Future of Employee Engagement
47:60 - Where to Find Lisa & Final Thoughts
Get Out of Wrap is the podcast for contact center and BPO leaders. New episodes every week.
EmployeeEngagement #ContactCenter #BPO #EmotionalIntelligence #WomenInLeadership #HR #PeopleFirst #Leadership #Podcast #GetOutOfWrap