Many people in the contact centre industry say that having effective team leaders is one of the most important factors of a successful operation. However, the amount of time that organisations spend developing people in these roles, particularly when they are first appointed, varies greatly in practice.
In organisations where team leader development is given a low priority, there can be many detrimental impacts on performance. By referring to the work of John Adair, a leading authority on leadership and leadership development, this (longer) blog discusses the potential impacts of a lack of focus on team leader development in many contact centres. It then examines seven principles that can be used to guide senior managers who wish to review the team leader development structures they have in place in their own contact centres. Continue reading