Learn more about 'supervisor'

January 29, 2022

Call Centre Team Leader

December 10, 2017 Last Updated: October 7, 2021
CX Central

A call centre Team Leader is the person directly responsible for managing a team of call centre agents. Learn more about the standard duties, KPIs and more.

Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019
Self-service channels to improve customer experience and reduce costs

April 17, 2018 Last Updated: July 27, 2021
Medibank customer service overhaul

August 22, 2016 Last Updated: April 6, 2021

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

how to engage call centre staff - best practice tips!

Best Practice Tips to Engage Call Centre Staff

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

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Call Centre Team Leader

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