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Articles - Leadership

Explore our range of resources on leadership skills and strategies to lead contact centre teams towards success.

Compass and wooden tag written with CHANGE on grey background.

How to Manage Big Changes Well in the Contact Centre

A person raising hand up on sunset sky at beach

Video: Inspire Agents to Improve Their Performance

Fuel Store site Visit photo

20 Ideas for Driving Success From The Fuel Store

The charge of a person. Replenishment of energy. Powerbank charges a person with a USB cable

Why It’s Time to Focus on Burn-In – Instead of Burn-Out

A pineapple with sunglasses and headphones - fun concept

Ways to Make Working in a Contact Centre Fun

Two people with nets catching butterflies with numbers

Are Your Team Leaders Too Busy Chasing Metrics?

Leadership vs Management: Is One a Subset of the Other Poll Cover

Leadership vs. Management: Is One a Subset of the Other?

Strategy concept with hands holding chess pieces

How to Be More Proactive in the Contact Centre

Pillars in the clouds

The 10 Pillars of EX (Employee Experience)

Long and Short written on wooden blocks

Short-Term Decisions vs. Long-Term Consequences

Blue monday concept - blue cup with scarf

12 Ways to Recognize Blue Monday in Your Contact Centre

Stop sign with blurred coloured background

23 Things Every Contact Centre Manager Needs to STOP Doing in 2023

Red apples with toxic label on one

How to Identify and Manage Toxic Employees

Person falling backwards

Why Can’t Everyone Think Backwards?

exclamation mark in triangle frame attention caution danger sign

The 5 Danger Signs of Complacency in Your Contact Centre

Clear vision concept with eyeglasses and night city

Why Are So Many Intelligent CEOs Apparently Short Sighted?

Quality Assurance Vs Team Supervisor

Quality Assurance Vs Team Supervisor

Train Team Leaders Well

Team Leader KPIs with wooden people and hand holding magnifying glass

9 Important Team Leader KPIs

5 Tips to Become the Best Call Center Team Leader

Video: 5 Tips to Become the Best Call Centre Team Leader

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The Best Ways of Providing Corrective and Nurturing Feedback

Person stood in front of many different doors choosing one

Flexible Workspaces – Alternative Work Options

A picture of a golden egg wearing standing above a group of white eggs

9 Traits of High-Performing Team Leaders

A picture of a coach planning for a sports manoeuvre

How to Conduct a Skills Audit and Coaching Plan

Five9 Jan Webinar box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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