Articles with 'leadership'

The attribute you need to be a Transformational Leader

The key trait to Transformational Leadership

September 8, 2015 Last Updated: November 24, 2019
CX Central

A new study has revealed there is one critical trait leaders require to be able to deliver transformational leadership in the workplace.

Stop promoting call centre agents

August 25, 2015 Last Updated: January 7, 2020
CX Central

It’s a common call centre career path but there are some compelling reasons why you need to stop promoting call centre agents into Team Leader roles.

How to be a more cost-effective leader

April 20, 2015 Last Updated: January 7, 2020
Derek Bullard

With most organisations heavily focused on cost optimisation, we reveal 3 tips on how to be a more a cost-effective leader in your business.

Poor Leadership Behaviours

February 20, 2015 Last Updated: January 4, 2020
Jen Roberts

No one deliberately sets out to be bad leader, yet these poor leadership behaviours are all to common. Find out what they are and how to correct them.

4 tips for developing effective team leaders in the call centre

4 Tips to developing effective Team Leaders

November 27, 2014 Last Updated: July 15, 2020
CX Central

They perform one of the hardest jobs in the contact centre so we’ve got 4 tips for developing effective Team Leaders to ensure they are successful.

How Waterbom deliver a great customer experience

July 17, 2017 Last Updated: March 10, 2020
4 Key Customer Frustrations with Omnichannel CX

May 29, 2017 Last Updated: September 12, 2021
Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019

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

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.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

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!

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.

leadership

The key trait to Transformational Leadership

Stop promoting call centre agents

How to be a more cost-effective leader

Poor Leadership Behaviours

4 Tips to developing effective Team Leaders

Call Centre Hold Music and IVR Recordings

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