Why it matters
Why is team leader training the best investment in your contact centre?
Team leaders have more influence on agent performance, engagement and retention than anyone else in the contact centre. Yet most are promoted from the phones because they were great with customers, then left to work out leadership on their own.
Coaching, performance conversations, rostering, compliance and team culture are different skills from serving customers. Without training, new leaders often fall back on doing the work themselves, or avoid hard conversations.