Leadership
Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent Contact Center KPI podcast episode to dive into leadership principles.
Mike shares some valuable lessons he’s learned along the way and we promise they will help you become a better leader.
Key takeaways from Mike Cowguill
1. The most valuable thing a leader can do for their team is give them their time.
If you give them time and truly listen by getting to know them, they will ultimately return the favor by making you successful.
As Mike says, “You win or lose based upon what the people you’re responsible for do or don’t do.”
Show your people you care about them as a person, not just a number.
2. Micromanaging will lead to failure.
You can’t spend all day on the floor with agents if you’re in charge of running the entire operation.
You’re overexposing yourself and you’ll lose your manager’s trust as they are supposed to run the floor.
3. Understand your role as a leader and adapt your approach as you move up the ladder.
Each lever of leadership has different expectations. With those expectations, come different ways of managing your team.
Mentors are a great resource to help you figure out each level. But don’t be afraid to make mistakes, as long as you own up to them and share your vulnerability with the team.
