Ready to look in the mirror?

Mike Cowguill, Director of Consumer Engagement & Strategy at Capio, joins us on the most recent episode of the Contact Center KPI podcast 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.

All you need is 20 minutes :)

If you don't have 20 minutes, we suggest listening to 10:16-13:46 .

Here are our favorite parts:

• 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.
• 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.