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Articles - Leadership

Explore our range of resources on leadership skills and strategies to lead contact centre teams towards success.

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What Will Agent Roles Look Like in 2035?

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Why Your Agents Are Calling It Quits

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10 Ways to Create More Confident Agents

Call centre worker on night shift

The Best Ways to Manage the Night Shift

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A Fond Farewell: How to Offboard and Celebrate Departing Agents

How to Define Career Paths in Your Contact Centre

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New Ways to Empower Agents in 2025

Proven Ways to Maintain Fairness in the Contact Centre

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Top Reads to Boost Your Contact Centre Leadership Skills

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10 Inspiring Spots to Host Your Next Team Meeting

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How to Improve Your Agents’ Critical Thinking Skills

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Team Leader Experience (TLX) Explained

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How to Prepare Agents for Their First Leadership Role

Build a Parent-Friendly Contact Centre

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How to Protect Your Agents From Customer Abuse

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Get Your Hybrid Strategy Working Again

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How to Ensure Agents Love Your Products and Services

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Why Are Leaders Failing to Engage Their Teams?

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How to Change Your Shift Patterns – Without Losing Your Best Agents!

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas We Heard

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

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What It Takes to Get Training Right in the Contact Centre

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18 Bad Habits That Kill CX

Six steps to more competent agents

The 6 Steps to More Competent Agents

SOP - Standard Operating Procedure, text on notepad and office accessories on yellow desk

How to Write a Standard Operating Procedure (SOP)