Podcast – Contact Center Skills: How to Keep Developing Your Team Related Articles The Contact Centre Podcast: Catch-up with Every Episode So Far! Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Developing Soft Skills in Call Centre Agents Train Team Leaders Well 1,812 Filed under - Podcasts, Sarah Morgan 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 For more great content form those of us here at Call Centre Helper, follow some of the links below to find some of our latest, must-see content. To take a look at Call Centre Helper’s webinar programme, click here. To take a look at Call Centre Helper’s latest industry-wide report, click here. To take a look at Call Centre Helper’s great selection of free tools, click here. 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 Published On: 9th Nov 2020 - Last modified: 15th Nov 2023 Read more about - Podcasts, Sarah Morgan Recommended Articles The Contact Centre Podcast: Catch-up with Every Episode So Far! Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Developing Soft Skills in Call Centre Agents Train Team Leaders Well Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter