stop promoting call centre agents
CX Leadership Tips

Stop promoting call centre agents

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.

virtual call centre training
Skills & Training

Virtual call centre training: The way of the future

New technologies continue to challenge conventional thinking – we explore an emerging trend of virtual call centre training. With the increasing prevalence of work from home agents the traditional learning and development model will need to change and virtual call centre training offers a new choice.

The 4 Stages of team development
CX Leadership Tips

The 4 Stages of Team Development

Easy explanation of the 4 Stages of Team Development (Forming, Storming, Norming and Performing) and how it can help your team leadership.