Michelle Dinsmore  |  June 22, 2015  |  Agent Empowerment

The Essential Team Leader Playbook

Team Leaders, hard-working, high-performing and natural go-getters - what would the contact centre do without them? But serving as the essential link between the agents and management means it’s not rare for Team Leaders to become a little overwhelmed, even at the best of times.


Keeping a healthy balance between the needs of the customer, the needs of the business and the needs of their teams creates a unique set of challenges for Team Leaders. Our latest research reveals that 4/5 contact centre Team Leaders feel agents are failing to resolve customer queries on a consistent basis, but under a third of Team Leaders feel they can provide the coaching and input their agents need to improve.

This is why we’ve created The Essential Team Leader Playbook. EvaluAgent brings together decades of working with the UK’s leading call centres, so we know what the most common challenges are, and more importantly, how to tackle them.

Team Leaders will never have an easy task at hand, but what they do have is the opportunity to hone their trade and equip themselves with the right tools for the job. Through a combination of communicating effectively with teams, empowering agents, and consistent coaching, Team Leaders can ensure agent gripes are addressed, as well as meeting their own targets and delivering real value to the business.

If you’re a Team Leader, or know one who could do with a handy go-to-guide, check out the playbook here.

Michelle Dinsmore

Michelle Dinsmore

Client Director

Michelle has an unwavering passion for helping call centres place the customer at the heart of their business. Using insights from almost two decades in customer experience direction and operations management, Michelle creates and nurtures meaningful relationships with our customers, ensuring EvaluAgent never fails to deliver what they need.


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