Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.
You're caught in the middle — coaching agents through tough calls, hitting team targets, handling escalations, and reporting up to management. All while your team looks to you for answers you don't always have. ACXPA gets it. We've built this resource hub specifically for supervisors, team leaders, and coaches who need practical tools, proven frameworks, and real support to lead their teams effectively without burning out. Quick definitions for every metric, KPI, and WFM term you need to know. Coaching strategies, performance management tips, and leadership advice from people who've been in your role. Build your leadership skills with expert-led training designed for call centre supervisors and coaches. Real discussions with industry experts on operations, WFM, leadership, and performance — second Wednesday each month at 11am. Being a team leader means you're responsible for everything — your team's performance, your agents' development, escalations that come up the chain, and reporting metrics to managers who've never taken a call. You're expected to coach, motivate, discipline, and keep everyone hitting targets, often with no formal leadership training and very little support. ACXPA exists to give you the backup you need. From performance management calculators and coaching frameworks to training guides your team will actually use, we've built a complete toolkit specifically for call centre supervisors and team leaders. Here's everything organized by what you actually need help with. Identify outliers, calculate the real cost of turnover, model staffing scenarios, and get a handle on team performance. Ready-to-deliver facilitator guides, self-paced courses, and live training to build your leadership skills and upskill your team. Measure and communicate the value your team delivers to customers and the business with calculators your manager will actually understand. Connect with other team leaders, learn from industry experts, and get direct support from people who've been in your role. Browse free calculators, attend roundtables, read articles, and explore what ACXPA offers team leaders — no membership required. Want to understand the role better? Check out our Team Leader glossary page. Get full access to facilitator guides, job templates, advanced calculators, 15 self-paced courses, private networking, and the complete ACXPA resource library. From coaching difficult agents and managing performance conversations to understanding the metrics your manager expects you to hit, our article library covers the leadership challenges team leaders face every day. Written by experienced contact centre leaders who've walked in your shoes — practical advice that helps you build your team, develop your skills, and advance your career. How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips. The 10 most popular call centre metrics — Service Level, ASA, AHT, FCR and more — with formulas, benchmarks and how to read each in context. Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won't cost you a fortune! Discover the secret habits of successful Contact Centre Team Leaders who coach, nurture and lead teams to achieve individual and team success. Free guide on what you can (and can't!) claim as Tax Deductions for Contact Centre Workers.
Resources for Call Centre Team Leaders
Call Centre Glossary
Articles for Team Leaders
Team Leader Training Courses
Monthly Call Centre Roundtables
Resources Built for Call Centre Team Leaders
Performance & Workforce Management
Training & Development
Customer Impact Metrics
Community & Networking
How to Access These Resources
Start Exploring for Free
Unlock Everything with Membership
Latest Articles for Call Centre Team Leaders
ACXPA PLATINUM SPONSORS
ACXPA SILVER SPONSORS
ACXPA BRONZE SPONSORS
