Teaching team leaders to sound like a leader in your call centre
CX Leadership

Teaching Team Leaders to sound like a leader

They have one of the toughest roles in the call centre and a huge influence on the customer experience so we share some tips on how your team leaders can talk like leaders that will help improve staff engagement and link corporate objectives to the frontline team.

The value of laughter in leadership
CX Leadership

The value of laughter in leadership

Running a business is a huge responsibility but there is a reason why workplace success is dependent on the big boss having a laugh or two. This article reveals how using humour as part of your leadership tool kit is highly effective.

Why call centres need to stop promoting the wrong people
CX Leadership

Stop promoting the wrong people!

Its something a lot of call centres are guilty of but there is a reason we need to stop promoting the wrong people – its killing your business. Often the best call centre agent is the one getting a promotion into a team leader role, but they are numerous reasons why that could be the worst choice.

Six ways to lead change
CX Leadership

Six ways to lead change

Six ways to lead change I was speaking at a Fortune 500 Company the other day about the reason for strategies. Companies create strategies so they can create sustained profitable growth. The fact is that companies don’t grow – people