Research shows senior managers believe that team leaders are the most important people in contact centres. However, in reality, team leaders often receive very little preparation for the role and hardly any development once they get started.
John Adair sets out a framework for team leader development in his book ‘How to Grow Leaders.’ The framework is discussed in my recent blog of 23 February 2013.
Adair discusses the selection of team leaders as a starting point.
Clearly careful selection of team leaders makes their subsequent development easier. Surprisingly many managers don’t give this the attention they should; appointing those with the most technical expertise or the ‘next in line.’ Continue reading