Learn more about 'TL' - CX Central

September 19, 2021

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Team Leader

December 10, 2017 Last Updated: September 12, 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.

4 Common CX failures made by businesses

November 8, 2018 Last Updated: January 7, 2020
How Waterbom deliver a great customer experience

July 17, 2017 Last Updated: March 10, 2020
The problem with CX Mystery Shopping programs

February 9, 2017 Last Updated: November 30, 2019

Top ten call centre KPIs and metrics

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.

Tips on how to manage angry customers

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

Do customers really care about the call centre location?

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

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