Maria Lebed - Contributing Author on CX Central

September 3, 2026

January 29, 2016 Last Updated: December 2, 2019
Maria Lebed

It might be a bit tongue in cheek, but these 10 commandments of a Customer Service Religion contain 10 great tips for CX success in your business.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!
What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

How to Make Remote Work Engaging and Fun for Everyone

January 28, 2021 Last Updated: October 15, 2021
Getting past gatekeepers when cold calling

August 6, 2020 Last Updated: December 16, 2023
Team Leader Coaching Fundamentals

July 27, 2020 Last Updated: July 22, 2021

Understanding the link between employee and customer engagement

February 8, 2016 Last Updated: December 27, 2019
3 Free Ways to Reward Your Call Centre Team

February 17, 2019 Last Updated: January 11, 2020
Motivational Games for Call Centres

February 5, 2020 Last Updated: September 30, 2021