Expert Insights

Podcast – Contact Center Skills: How to Keep Developing Your Team

Published On: 9th Nov 2020 08:55

Sarah Morgan of contact centre consultancy Luceat Coaching discusses what team leaders and managers can do to help their team to improve their call centre skills.

In our conversation, we also talk about which skills are most valuable to improve, as well as how to boost motivation levels and employee engagement to help agents further bolster these skills.

To listen to the podcast directly from this web page, just hit the play button below:

The Contact Centre Podcast – Episode 30:

Contact Center Skills: How To Keep Developing Your Team

Podcast Time Stamps

0:45 – Empathy and Conflict Resolution
2:20 – Changing the Agent Mindset
4:08 – Improving Customer Service Skills
7:41 – Looking After Mental Health
9:33 – Doing Peer Reviews Well
12:00 – The Servant Leadership Mentality
14:15 – Motivating the Team
15:12 – Creating a “Sense of Mastery”

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

Connect with Robyn on LinkedIn

Podcast – Contact Center Skills: How to Keep Developing Your Team

Contact Center Skills: How To Keep Developing Your Team

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