In many contact centres, urgency can quickly become the default – leading to constant escalation, reactive decision-making and a loss of focus on what really matters.
This session helps leaders take control of pace and prioritisation. We’ll explore how urgency spreads, how to challenge unnecessary escalation and how to create clarity that enables teams to focus on the right things at the right time.
You’ll leave with:
- A clearer approach to prioritisation and pace-setting
- Techniques to reduce unnecessary urgency and escalation
- Practical ways to protect focus during busy periods
Where and when?
Date: Mon 23 Nov 2026
Time: 12:00 - 12:30
Location: Teams
Who is it for?
This series is designed for operational leaders working in contact centres.
Whether you are new to leadership or looking to refine your approach, these sessions will provide practical tools and perspectives to help you lead with greater confidence and impact. This series is designed for operational leaders working in contact centres, including:
- Team Leaders and Managers
- Resource Planning, Quality and Complaints Leaders
- Operations Managers and Heads of Department
- Anyone responsible for leading, developing or supporting frontline teams
Why should you go
These Lunch and Learn sessions are designed to give you practical support for the real challenges you face every day as a contact centre leader.
How much is it?
Free to attend.