Tag: team leaders

The Biggest Mistakes Team Leaders Make

The Biggest Mistakes Team Leaders Make thumbnail

Go into almost any company and ask employees what annoys them most about the leaders in charge, and the list is unlikely to vary all that much. I love this Harvard Business Review video,The Biggest Mistake a Leader Can Make. Watch it, and I guarantee you’ll be singing along.  In fact, you may even think: “See that! I’m a great leadership thinker too. I would fit right in on that video. Why yes

Leave Your Burdens At The Door

Leave Your Burdens At The Door?

No one “forgets” their cancer diagnosis, their sick mother, their midterm exams, their custody battle, their abusive relationship. And yet, one of the most frequently uttered phrases in call centers is to instruct reps to “leave their home burdens at home, they won’t help you serve our customers.” I get it, but I refuse to say it. The truth is, I don’t believe life works that

How To Be A Better Team Leader:  A Case Study

I used to be one of those disengaged reps, you’re talking about.” We were all a bit shocked by Mike’s response. After all this was a recognition focus group for the top reps in this enormous call center. Several of whom were on the short-list to become team leaders. I smiled gently, my eyes pleading for this brave, young rep to continue. My team leader was just terrible. The rest of the high potential

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