CX Leadership

If there is one leadership role that requires exceptional skills its a call centre leader! Having to deal with customers, staff, the latest technology, tons of data and managing business expectations all in a highly variable environment is no easy task.

To help ensure you have the latest information, insight and thought leadership we’ve collated all our articles on leadership into one location so you can quickly digest information and continue on your quest to improving your leadership skills.

March 1, 2018
The secret to quality leadership for call centre managers

The secret to quality leadership for your contact centre leaders

There is no doubt that quality leadership is the key to a successful call centre and the Team Leader role plays a critical role in delvering leadership to your frontline staff. Ensuring your frontline managers deliver quality leadership however sometimes requires some outside thinking.
February 22, 2018
guide to providing feedback

Quick 5 step guide to providing feedback

We share a quick 5 step guide to providing feedback in the workplace that can help you be a better leader and ensure you approach changing behaviours in the right manner.
February 5, 2018
How team leaders can talk like leaders

How Team Leaders can talk like leaders

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.
November 8, 2017
The similarities of being a parent and a leader

Four key similarities between being a parent and a leader

Being a parent is undoubtedly the biggest privilege in life and it turns out there are a lot of similarities between being a parent and a leader and these four tips will provide good guidance for both.
July 5, 2017
Understanding the difference of leading versus managing

The difference of leading versus managing (and why both are important)

We explore the key differences of leading versus managing and provide some great indicators to ensure you are getting the balance right.
June 28, 2017

Why workplace success is a laughing matter

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.
June 8, 2017
How to pay it forward and fast-track your career MENTORING BENEFITS

Mentoring benefits

There are a lot of mentoring benefits, both for the mentor and mentee. In this article we provide some tips on becoming a mentor as well as some tips on how to find a mentor to help accelerate your career.
May 31, 2017
3 great tips to develop MILLENNIALS INTO LEADERS

3 Top tips to develop millennials into leaders

The next leaders of your business will come from millennials and whilst generalising, there are three tips that will help you develop millennials into leaders.
May 24, 2017

Ten great tips to managing change

Managing change in the workplace can be tough so we've go ten great tips to help you navigate your team through uncharted waters.
May 22, 2017
The 7 P's of leadership

The 7 P’s of Leadership you need to be successful

The 7 P's of Leadership you need to be successful is a powerful reminder of the traits all great leaders possess. A great tool for all aspiring leaders.
May 21, 2017

From the heart – why you should stop working too much

From the heart - why you should stop working too much. Justin Tippett shares an story that once you've heard you'll never forget giving you a great deal of perspective about what's really important in life.
May 15, 2017

8 Tips on how to coach young girls and how that can be used in the workplace

From the editor: Whilst this article was written for the sporting arena there are some great coaching/leadership tips that apply to both the workplace, boys and girls, men and woman that […]
May 3, 2017

Three inspiring ways leaders deal with problems

Experiencing problems in the workplace on a daily basis is inevitable. These might include missing deadlines, managing expectations, team friction and poor communication. These problems can cause hurdles that contribute […]
April 27, 2017
10 Reasons why you should be FRIENDS WITH YOUR STAFF

10 reasons why you should be friends with your staff

It has traditionally been seen as a no-go zone but we reveal 10 reasons why you should be friends with your staff that will benefit both you, and your team.
April 8, 2017

10 Lessons learnt from leading a team for the first time

Years ago, I was successful in obtaining my first ‘formal’ Team Leader role in a contact centre. Looking at the group of 15 people I was to lead, I was […]
December 2, 2016
The one role that has the biggest INFLUENCE ON CX

One role has the biggest influence on customer experience

There is one role in the contact centre that has the single most influence on the customer experience. Find out who it is and why they are worth their weight in gold.
August 31, 2016

How effective leaders think and act differently

Great leadership is no accident. We reveal how effective leaders think to get the best out of their teams with one key skill.
August 26, 2016

Why Operations Managers need to be audacious!

Last year I wrote about the need for CX leaders to be creative in their strategy in order to stay ahead of the competition.  As emerging CX players like Warby […]
July 8, 2016
10 LEADERSHIP TIPS that will make you a better leader

10 leadership tips that will make you a better leader

No matter what your background is or what your experience is in leadership, these 10 leadership tips are guaranteed to make you a better leader. With call centres in particular providing lots of career opportunities and people management a core requirement, nurturing great leaders is critical for long term success.
September 22, 2015
How Hollywood is using business leadership traits

The two most important leadership traits

With a gruelling shooting schedule and uncomfortable conditions, find out how leading by example and applying two leadership traits borrowed from business was crucial to directing the Everest movie. 
September 8, 2015

The key to successful leadership is surprisingly simple

Generally happy people make for better leaders, according to an article posted on but is that the key to successful leadership?. Typically, when we envision successful leaders, we think of […]
September 2, 2015

3 Ways to undermine your leadership integrity

Chester Goad, on the Huffington Post Blog, suggests that leadership integrity is that part of you people want to follow. When you possess leadership integrity, people trust your decisions. They […]
August 26, 2015

Will you use a ladder or a compass on your leadership journey?

I had the naive notion that my leadership journey was a straight line to the top. Keep climbing the rungs of the ladder and eventually I would reach my destination, […]
August 25, 2015

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.
May 5, 2015

Six ways to lead change, build teams and make it personal

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 […]