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  • The Contact Centre Network – How do we better support our team leader population?
     June 30, 2022
     1:00 pm - 2:00 pm

This month we invite our Guests to debate a topic that is close to a lot of our hearts which is how do we invest more in our team leaders and how does  the role of the team leader need to evolve to help support pour agents better?

The role of the team leader has changed significantly over the past few years and with a shift to more remote ways of working the levels of emotional intelligence, empathy and overall capability to have great conversations has changed as have the pressures that face the team leaders role.

Quite possibly one of the toughest roles in the contact centre, managing your own emotions, your teams wellbeing and the sometimes precarious performance of the operation, add to that the lack of investment in the role can mean its a very lonely and isolating space.

With more and more team leaders being promoted without a clear induction plan we ask how does the role of the team leader and the way we view team leaders capability need to evolve to better support them and frontline teams?