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Articles - Leadership
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RECENT
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9 Important Team Leader KPIs
Why Is It Getting Harder to Be a Good Customer Service Leader?
3 Proven Ways to Cheer Up Your Team
Train Team Leaders Well
Team Leadership: What Makes a Great Leader?
Why It’s Time to Focus on Burn-In – Instead of Burn-Out
5 Things Creative Leaders Do Differently
How to Conduct a Skills Audit and Coaching Plan
How to Support an Agent After an Angry Call
How to Lead Whiteboard Sessions (and Best Practices)
How to Identify and Manage Toxic Employees
7 Best Practices for Contact Centre Optimization
21 Ways to Make Your Contact Centre a Nicer Place to Work
23 Things Every Contact Centre Manager Needs to STOP Doing in 2023
6 Things Contact Centre Managers Must Do!
How to Prepare Agents for Team Leader Roles
Ways to Make Working in a Contact Centre Fun
Inspire Agents to Improve Their Performance
11 Call Centre Management Mistakes
How to Refocus Team Leaders From Spending Too Long on Email
What Does Employee Empowerment REALLY Mean?
How to Unlock the Potential of Your Call Centre Agents
How to Build a Stronger Team Culture – Using These Proven Techniques
The 10 Pillars of EX (Employee Experience)
Next
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: The Impact of AI on the Contact Centre
Webinar Replay: What Does an Excellent Customer Service Strategy Look Like
Upcoming Events
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
HP | Poly Customer Welcome Centre Tour and Demo
Wed 08 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
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