Podcast ¦ Get out of wrap: 229 Inside The Team Leader Community™ – Building a movement for contact centre Team Leaders

Key Take Aways

1. The foundational role of team leaders is critical for delivering excellent customer service and customer experience within contact centres.

2. Developing effective team leadership requires personalised understanding of team members beyond superficial management, emphasising knowledge of individual motivations, communication preferences, and personal interests.

3. Formal training programmes for team leaders are limited in scope, often only a one or two-day experience, highlighting the need for continuous peer-to-peer learning and micro-learning tools.

4. Online communities serve as accessible platforms for real-time support, advice sharing, and micro-learning, supplementing traditional training methods.

5. The community launched in February 2023 has grown substantially, now with over 610 active members from diverse industries and locations, demonstrating global reach and industry diversification.

6. The community’s structure incorporates multiple discussion spaces, including question forums, coaching tips, industry news, best practice resources, and social engagement areas.

7. Peer-to-peer support within the community enables members to address real-time challenges, such as managing staff motivation, handling difficult conversations, and maintaining personal energy levels.

8. Community initiatives include games, incentives, and resource sharing, aimed at making leadership development engaging and accessible, especially for remote teams.

9. The community actively promotes diversity and inclusion, with dedicated spaces for accessibility, recognising the importance of emotional intelligence and varied leadership approaches.

10. Live streams, podcasts, and master classes provide ongoing learning opportunities, fostering a culture of continuous development accessible on-demand.

11. Achievements include numerous members delivering impactful presentations at industry summits, exemplifying the community’s influence and leadership development capabilities.

12. The community’s pricing model, at £799 per month, is positioned as accessible, with an increasing number of members and companies recognising the value of continuous development for their team leaders.

Key Statistics

• Launched in February 2023 with initial community size of just 3 members; as of the current date, over 610 members are active.

• The community comprises approximately 80% current team leaders, with a similar percentage of senior leaders and industry support function representatives, plus aspiring leaders.

• Over 90% of members’ companies purchase annual memberships for their team leaders.

• Community engagement includes multiple discussion spaces, with content and interaction occurring daily.

• Members come from a broad international spectrum: UK, Ireland, Australia, South Africa, India, Philippines, Serbia, Bosnia, Germany, and France.

• The community organises at least one master class monthly since inception.

• Monthly competitions and giveaways maintain active participation, such as headsets, webcams, vouchers, and books.

Key Discussion Points

• The importance of recognising the unique and diverse needs of individual team members to optimise management approaches.

• The value of ongoing peer support and micro-learning alongside formal training to develop stronger team leaders.

• The significance of community-driven platforms to foster knowledge-sharing and combat feelings of isolation among leaders.

• The approach of structured online discussion spaces supporting problem-solving and development at scale.

• The impact of direct engagement and real-world examples, such as preparing members for industry presentations akin to the experience at the customer experience summit.

• The strategic move towards creating an accessible, global community to bolster the leadership talent pipeline within the customer contact industry.

• The role of digital tools, including live streams, podcasts, and on-demand content, in facilitating flexible learning.

• The importance of fostering inclusive leadership, with dedicated spaces for diversity and accessibility.

• The need for ongoing innovation, such as incorporating AI and in-person events, to sustain community value and growth.

• The significance of community members personally investing in development, evidenced by individuals choosing to pay for membership themselves.

• The unique positioning of this community as a first-mover within the industry, protecting its brand through trademarking.

• The tangible impact of the community’s efforts on industry recognition of the vital role of team leaders.

Podcast Description

This podcast explores the formation and ongoing development of a pioneering online community dedicated to team leaders in contact centres. It provides insights into the challenges faced by leaders, the innovative support mechanisms available through the community, and the personal stories of growth and achievement. Hosted by a passionate industry veteran, it highlights how continuous peer support, micro-learning, and innovative engagement can empower leaders to improve performance, foster inclusive environments, and advance their careers within the customer service industry.