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
Published On: 9th Nov 2020 - Last modified: 25th Sep 2025
Read more about - Podcasts, Podcast, Sarah Morgan
