12 Resources for Contact Center Leaders to Build Smarter Teams

Megan Black
Megan Black
12 Resources for Contact Center Leaders to Build Smarter Teams

Some try to kick off new goals at the beginning of the year, others find motivation as the move into Fall. No matter what time of year, it's always the right moment to build towards a new goal.

But it's not so easy for people who work in contact centers. Frontline call center teams can't just ‘start over’ whenever they want. Supervisors and associates have an ongoing backlog of work to catch up on, and now their company expects them to do even better this year than last year.

It can all be pretty overwhelming. 

We can’t erase all the tasks on your backlog – sorry! But we do have a list of 12 resources to help contact center leaders, supervisors, and associates tackle the challenges that might be coming in 2023. 

1. Blog | 4 Tactics Building A Culture Of Improvement In Your Contact Center Team

If you want to be a top performer, you should add a few specific tasks to your frontline supervisors’ daily routines. This interactive game plan is based on the actions of last year's top talent and will remind you to focus on key areas like coaching, recognition, sharing best practices, and having fun with the team. You know what they say – "consistent, focused action leads to results." So, try adding activities like one-on-one coaching sessions, high-fives, games, and sharing some knowledge to your daily routine. Trust us, your team will thank you.

Find it here. 

2. Book | “Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience”

No round-up of call center resources could be without this gem written by Brad Cleveland. Many people trust it because it is accurate, easy to understand, and has helpful advice for improving contact center operations. The fourth edition has new information about what customers expect, how to communicate through multiple channels using social media, measuring performance, and making plans for the future. 

Find it here. 

3. Guide | Call Center Coaching: The Comprehensive Guide To Maximizing Agent Performance

Coaching is such an important aspect of efficient contact centers. But despite its importance, many companies still haven’t quite mastered the concept of coaching. Here you can find eight  coaching guides to see the ROI from your coaching investment, build better coaching relationships, and find the tools and technology to coach efficiently and consistently. P.S. If you’re more of an “all-or-nothing” type of person, you can download the entire coaching bundle all in one download.  

Find it here. 

4. Blog | Shep Hyken’s Customer Service Blog

Shep Hyken is a customer service and experience expert, and his blog is a valuable resource for call center leaders looking to stay up-to-date on the latest trends and best practices in the industry. One of our favorite blogs is Top Ten Customer Service and Customer Experience Predictions for 2023. While we don’t want to spoil such a great read, #10 – “The Customer Support Department Becomes the Revenue Generation Department” – might be our favorite on the list.

Find it here. 

5. Podcast | Advice from a Call Center Geek!

Thomas Laird is a call center veteran. Laird’s weekly podcast, Advice from a Call Center Geek, aims to provide practical tips to handle the day-to-day challenges and opportunities faced by contact center professionals. The podcast is engaging and entertaining – normally less than 20 minutes – and has a lighthearted and conversational style that makes it enjoyable to listen to.

Find it here. 

6. Book | "Digital Customer Service: Transforming Customer Experience for an On-Screen World" 

Written by Rick DeLisi and Dan Michaeli, “Digital Customer Service” explores how technology is changing the way businesses interact with their customers. The book traces the evolution of customer service from the 1980s to the era of the pandemic and offers strategies for creating an excellent customer experience that increases brand loyalty and profitability. It is written for customer service and customer experience leaders, as well as C-suite executives, and provides a roadmap for achieving true digital customer service. 

Find it here. 

7. Podcast | Doing CX Right

The podcast Doing CX Right, hosted by Stacy Sherman, provides practical tips and insights for customer experience professionals. During each episode, Stacy interviews industry experts to cover specific topics related to customer experience, such as designing a customer journey or improving customer loyalty. 

Find it here. 

8. Newsletter | The Frontline: Tips, Trends, & News for CX Teams

Life as a frontline call center employee can be challenging. This monthly newsletter delivers the best CX tips, trends, and news delivered straight to your inbox on the second Thursday of every month. Plus, the AmplifAI team adds in a little bit of contact center comedy to brighten a Thursday morning. 

Find it here. 

9. Podcast | The Modern Customer Podcast

Hosted by Blake Morgan, The Modern Customer Podcast features interviews with a wide range of industry experts from some of the world's most customer-centric companies. Each week, this podcast covers relevant and timely topics addressing the latest trends and challenges in customer experience.

Find it here. 

10. Blog | How Companies are Driving Success in WFH Contact Centers

If you're running a contact center, you know the shift to remote work has come with its fair share of challenges. Now, we know what you're thinking: "Can a contact center really be efficient when working remotely?" The answer is yes! In fact, some contact centers are even more efficient when working from home. But it's not always easy to make the transition. This blog post breaks down some of those challenges, gives three tips for tele-coaching frontline associates, and how to keep your remote team engaged. 

Find it here. 

11. Book | “Leading From Anywhere: The Essential Guide to Managing Remote Teams”

With a global shift towards remote work, David Burkus’ book is a must-have for managing distributed workforces. The book offers practical advice on how to tackle common challenges leaders face, such as hiring and onboarding new employees, building culture, tracking productivity, and avoiding burnout. It is designed to help managers lead their teams effectively even when they are working remotely. The book is a valuable resource for contact center leaders who are looking to lead their teams effectively in the era of remote work.

Find it here. 

12. Blog | Bill Quiseng

Well-known in the industry for his customer service expertise, Bill Quiseng started his career in luxury hotel management. His blog offers a variety of ways to engage, including recordings and materials for workshops, a reading list, and references to videos and audio recordings. The blog includes a list of recommended books, videos, and documentation from historical presentations, motivational quotes on customer service, and an active Twitter feed. Overall, Bill’s wealth of information is a valuable resource for anyone interested in customer service.

Find it here. 

It's a new year. While it's natural to feel overwhelmed with work and goals, this list of resources aims to help contact center leaders, supervisors, and associates tackle the challenges that might be coming in 2023.

Share with your network!

Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
Winning additional client headcount
30% improvement in sales conversion
Retaining talented people
8-point reduction in turnover
Improving financial performance
10% increase in utilization


The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

Unlock the potential of your employees and skyrocket your ROI with cutting-edge coaching.

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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