A bit of a different episode this week, this time it was me as the guest and the host was Rob Wilkinson of CX Today and all round awesome human.
In this CX Today interview, I explain why the role of Team Leader is so demanding, why burnout is often invisible, and what organisations can do right now to better support their team leaders.
This episode covers:
The reality of becoming a team leader with little or no preparation
Why team leaders say yes to everything — and the cost of that
Coaching, prioritisation, emotional intelligence and workload
The power of peer support and shared experience
Real success stories from the community
Practical advice for contact-centre leaders heading into 2026
And of course I talk about the founding of The Team Leader Community which I founded in February 2023.
