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Dara Kiernan, Leadership Development and Contact Centre Consultant
Dara Kiernan is an award-winning leadership development and contact centre consultant who has spent more than 20 years in contact centres helping leaders develop their skills.
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Good Habits to Encourage in CX Leaders
The Hidden Cost of Under- and Overstaffed Contact Centres
How to Level Up Your QA Programme in 2026
Which Soft Skills Do CX Leaders Really Need?
Are You Ready to Embrace the New Dawn for Quality…
Do Bigger Contact Centre Budgets Create Lazier Thinking?
Make Fridays More Fun in Your Contact Centre
How to Protect Your Best Agents From Being Poached
The Worst Examples of Saying “Sorry” to…
A Fond Farewell: How to Offboard and Celebrate Departing…
How to Define Career Paths in Your Contact Centre
15 Hacks to Reduce Customer Uncertainty
Fresh Ideas to Spark Customer Engagement
Beat Your Best Quality Scores – 15 Quick Wins
Multi-Skilling Agents – Is It Really Best?
The Pros and Cons of Single-Skilling Agents
Want to Find Out How Happy Your Agents Really Are?…
The Secret to Dealing With Awkward Customers
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