Articles about team leadership

As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent elements common to most team leader roles. 

With the economy coming out of recession, attrition rates will start to rise again.
In this double feature Steven Cooper and Helena Clayton look at practical steps we can take to reduce attrition.

Successful leaders are those who know the direction in which they are travelling with their team, their planned destination, and how they will get there. But how do you get on the right road in the first place? asks Nick Drake-Knight.

Smiley, happy people: just how do you get to this position with your staff? Jonathan Wilson talks us through the 10 things team leaders need to bear in mind in order to make themselves better leaders and ultimately make their teams much happier places to be.