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Articles - Leadership

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas We Heard

Behind the Scenes at Ocado – 21 Simply Soup-erb Ideas

Training concept with the words training

What It Takes to Get Training Right in the Contact Centre

An engaged team high fiving in an office

Why Are Leaders Failing to Engage Their Teams?

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18 Bad Habits That Kill CX

Six steps to more competent agents

The 6 Steps to More Competent Agents

SOP - Standard Operating Procedure, text on notepad and office accessories on yellow desk

How to Write a Standard Operating Procedure (SOP)

A group of office workers chatting at desks

Hit the Ground Running! How to Help Your Agents Be Shift Ready

Charing feedback and ideas concept with three people with speech bubbles over heads

Want Your Frontline Staff to Share More Customer Feedback? Try This!

Two people communicating

The 7 Cs of Effective Communication

Broken concrete bridge - broken process concept

Key Signs of Broken Processes (and How to Fix Them)

Leeds Building Society Site Visit cover

Take Your Employee Experience to the Next Level

Person pushing a rock up a hill - challenge concept

Why Is It Getting Harder to Be a Good Customer Service Leader?

Happy team putting their fist on top of each other and laughing

3 Proven Ways to Cheer Up Your Team

Call centre workers

7 Best Practices for Contact Centre Optimization

Creative idea concept with hand drawing lightbulb and balls of paper

5 Things Creative Leaders Do Differently

What I've Learned from Running a Contact Centre - building a stronger team culture Alex McConville

How to Build a Stronger Team Culture – Using These Proven Techniques

Upset and stressed person sat at computer

How to Support an Agent After an Angry Call

Person giving training pointing at graph on whiteboard

Mastering Call Centre Management: Training, Courses, and Strategies

A trainer holding notebook with text MANAGEMENT TRAINING at presentation

Essential Training for Call Centre Managers

Illustration of a computer with charts and graphs

Essential Strategies and Tools for Contact Centre Optimization

Group of employees laughing and happy at workplace

21 Ways to Make Your Contact Centre a Nicer Place to Work

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11 Call Centre Management Mistakes

Great work culture concept with team high fiving

9 Ways to Create a Thriving Contact Centre Culture

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Skills, Tips, and Strategies for Contact Centre Management Success