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.

Poor Leadership Behaviours
CX Leadership

Poor Leadership Behaviours

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
CX Leadership

4 Tips to developing effective Team Leaders

They perform one of the hardest jobs in the call centre so we’ve got 4 tips to developing effective Team Leaders in your business to ensure they are ready to lead you teams and balance the needs of the business whilst ensuring the staff remain engaged. No easy task!