WEEKEND LINK ROUNDUP | The Role of Call Center Leadership in Elevating CX

Luis Anthony Oliveros Published on September 29, 2023

The Role of Call Center Leadership in elevating CX

  • How Great Leadership Can Help a Business Have Loyal Customers

    Successful brands excel in customer experience through exceptional leadership. It defines and sets the tone for everything that happens in a company. So, having weak leaders can seriously affect the organizational culture and bring down customer support quality.

  • Tough Decisions All Call Center Team Leaders Must Make

    The entire career of a call center team leader consists of a long string of decisions, ranging from simple, day-to-day matters to complex and highly critical ones.

    Making the right moves when facing a complicated scenario can make an entire team more effective and productive, and this is especially true in customer support.

  • Leadership Techniques Every Call Center Manager Must Apply

    Effective leadership is a rare quality that separates hazy plans from achievements, turning visions into tangible success. However, it’s also an often-overlooked factor that can build and sustain a healthy, booming organization.

    After all, it isn’t just employee expertise or the company’s facilities that matter. All these remain just great ideas without someone qualified to bring them to life.

  • 10 Skills Customer Service Leaders Must Have

    If you’re not training your newly promoted team leaders, you may just be setting them up to fail.

    Staff and project management are massively challenging tasks. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role.

  • Types of Ineffective Call Center Leaders

    What happens when team leaders fail? One alarming consequence would be profit loss caused by performance declines. Contact centers run by bad leaders also experience sudden surges in resignations.

    How can company leaders prevent these horrific outcomes?

  • Call Center Red Flags That Point to Poor Leadership

    The problems you and your call center partner may be experiencing—customer churn, agents’ absenteeism, and bad CX—may be rooted in weak leadership.

    And the repercussions of bad leadership are wide and far-reaching, affecting the entire call center operations.

  • Grooming Frontline Employees as Call Center Leaders

    Your call center agents are, in the near future, the best leaders you can have. Managers must always be on the lookout for employees who demonstrate a rich potential for leadership.

    Strong leadership skills are not something that can easily be nurtured, especially if the process is forced. So, although you’d be focusing on your team’s performance, don’t forget that leadership training is also part of your responsibilities.

 

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Luis is a social media drifter who writes about the outsourcing industry for Open Access BPO. During his previous lives, he also worked as a tech reporter, tour guide, and graphic artist.
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Open Access BPO 3 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

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Open Access BPO 7 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

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Open Access BPO 17 days ago
The world is getting smaller, and your customers come from all corners of it!
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Open Access BPO 17 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 17 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 18 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

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