Articles - Leadership

A pineapple with sunglasses and headphones - fun concept

1,137

Ways to Make Working in a Contact Centre Fun

Two people with nets catching butterflies with numbers

727

Are Your Team Leaders Too Busy Chasing Metrics?

Leadership vs Management: Is One a Subset of the Other Poll Cover

55

Leadership vs. Management: Is One a Subset of the Other?

Strategy concept with hands holding chess pieces

822

How to Be More Proactive in the Contact Centre

Pillars in the clouds

1,379

The 10 Pillars of EX (Employee Experience)

Long and Short written on wooden blocks

282

Short-Term Decisions vs. Long-Term Consequences

Blue monday concept - blue cup with scarf

873

12 Ways to Recognize Blue Monday in Your Contact Centre

Stop sign with blurred coloured background

3,248

23 Things Every Contact Centre Manager Needs to STOP Doing in 2023

Red apples with toxic label on one

1,213

How to Identify and Manage Toxic Employees

Person falling backwards

514

Why Can’t Everyone Think Backwards?

exclamation mark in triangle frame attention caution danger sign

1,304

The 5 Danger Signs of Complacency in Your Contact Centre

Clear vision concept with eyeglasses and night city

592

Why Are So Many Intelligent CEOs Apparently Short Sighted?

28,149

Train Team Leaders Well

Wooden figures of people under black magnifying glass on yellow background

29,785

9 Important Team Leader KPIs

5 Tips to Become the Best Call Center Team Leader

59

5 Tips to Become the Best Call Centre Team Leader

Hand nurturing young plants growing in germination sequence

1,198

The Best Ways of Providing Corrective and Nurturing Feedback

Person stood in front of many different doors choosing one

138

Flexible Workspaces – Alternative Work Options

A picture of a golden egg wearing standing above a group of white eggs

3,666

9 Traits of High-Performing Team Leaders

A picture of a coach planning for a sports manoeuvre

4,486

How to Conduct a Skills Audit and Coaching Plan

A photo of a person releasing an eagle

3,786

How to Prepare Agents for Team Leader Roles

A photo of a post-it note board

2,970

How to Effectively Manage a Team Leader’s Time

A photo of the leadership concept with ducks

2,906

7 Pillars for Creating Amazing Team Leaders

A picture of keys and a padlock

4,286

How to Unlock the Potential of Your Call Centre Agents

A picture of a duck leading the pack

50,684

Top Tips to Make Your Team Leaders More Productive