Articles - Leadership

Strong leadership is what turns a good contact centre into a great one. This hub of expert articles, interviews, and real-world examples explores how effective leaders inspire, communicate, and create environments where people can thrive. Learn how to build trust, make clear decisions, and guide teams through change while maintaining motivation and accountability. You can also explore lessons from experienced leaders across the industry, offering practical ideas and inspiration for developing your own leadership style.

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Team Leader KPIs with wooden people and hand holding magnifying glass
9 Important Team Leader KPIs
Leadership and team building concept with hands moving puzzle pieces with people
How to Prepare Agents for Their First Leadership Role
Person defending against an angry dragon - protect from abuse concept
How to Protect Your Agents From Customer Abuse
Blue monday concept - blue cup with scarf
12 Ways to Recognize Blue Monday in Your Contact Centre
Train Team Leaders Well
Charing feedback and ideas concept with three people with speech bubbles over heads
Want Your Frontline Staff to Share More Customer Feedback? Try This!
Strategy concept with hands holding chess pieces
How to Be More Proactive in the Contact Centre
Group of people in a meeting with notes
10 Inspiring Spots to Host Your Next Team Meeting
A photo of a post-it note board
How to Effectively Manage a Team Leader’s Time
Quality Assurance Vs Team Supervisor
Quality Assurance Vs Team Supervisor
Stop sign with blurred coloured background
23 Things Every Contact Centre Manager Needs to STOP Doing
A group of office workers chatting at desks
Hit the Ground Running! How to Help Your Agents Be Shift Ready
Person falling backwards
Why Can’t Everyone Think Backwards?
30 Tips on How to Improve Contact Centre Productivity
Two people with nets catching butterflies with numbers
Are Your Team Leaders Too Busy Chasing Metrics?
Six steps to more competent agents
The 6 Steps to More Competent Agents
What I've Learned from Running a Contact Centre - building a stronger team culture Alex McConville
How to Build a Stronger Team Culture – Using These Proven Techniques
Group of employees laughing and happy at workplace
21 Ways to Make Your Contact Centre a Nicer Place to Work
Pillars in the clouds
The 10 Pillars of EX (Employee Experience)
A photo of the leadership concept with penguins
10 Tips for Preparing Agents for Team Leadership
Two people communicating
The 7 Cs of Effective Communication
Critical thinking skills - reasoning, problem solving, evaluating, decision making, analyzing on colorful background
How to Improve Your Agents’ Critical Thinking Skills
Leadership vs Management: Is One a Subset of the Other Poll Cover
Leadership vs. Management: Is One a Subset of the Other?
Happy team putting their fist on top of each other and laughing
3 Proven Ways to Cheer Up Your Team
 
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