In this new, original research report we explore the need for organisations to revisit - and reinvent - how well they have prepared their leaders to lead; from front line managers to those in the board room. 

Research has argued those successful in leveraging the lessons learnt during the pandemic, and working towards developing a balance across seemingly paradoxical priorities such as the importance of global and local, will emerge as true leaders as we transition into a new post-pandemic world of work[1].

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Key Takeaways:

  • People - Strategies to boost agent engagement and well-being 
  • Processes - Steps to address fragmented processes and reduce customer frustration
  • Data - Utilising data to make more informed decisions
  • Technology -  Adopting the right technologies to leverage data effectively