Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Boosting Agent and Team Leader Effectiveness in Customer Service

Published On: 27th Mar 2025 15:41

Customer service can always be improved, but it can be tricky to know where to channel your energy for maximum impact. However, one of the fastest routes to success is to focus on how effective your Team Leaders are being and, in turn, how they can boost the performance of your frontline agents.

So how do you boost Team Leader effectiveness so your agents can truly thrive in delivering exceptional customer service?

Join this informative webinar, where experts will be exploring how Team Leaders really are your secret weapon for success – and how you can empower them with the best tools, processes, and habits to drive great results!

Panellists:

Martin Teasdale, Team Leader Community and Get out of Wrap

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Ian Chappell, Director of Consulting at Centrical

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Megan Jones, Call Centre Helper

Topics Discussed:

What’s holding Team Leaders back
Quick wins for boosting agent performance
How to try out the latest trends in your contact centre
What best practice looks like in 2025

About
Centrical

Centrical provides a real-time performance management, microlearning, gamification, coaching, and voice of the employee platform for frontline teams. The solution inspires and personally guides employee success and growth by making every moment actionable.

Find out more about Centrical

Author: Rachael Trickey

Reviewed by: Jo Robinson