For many years, contact centres have focused intently on two pillars of operational success: Customer Experience (CX) and Employee Experience (EX).
Here, Martin Teasdale, Founder of the Team Leader Community, explains that while these concepts remain vital, there is a critical missing piece to this equation: Team Leader Experience (TLX) – a new concept that can profoundly influence the performance and culture of our industry.
What Is TLX?
Team Leader Experience (TLX) refers to the holistic experience of team leaders within the contact centre ecosystem, encompassing their:
- Training and Development – Access to the skills, knowledge, and mentorship needed to thrive in their roles.
- Support Systems – Resources and relationships that enable team leaders to navigate challenges effectively.
- Wellbeing – Ensuring that their mental and emotional health are prioritized in an often high-pressure environment.
- Recognition – Acknowledging their contributions and celebrating their successes.
TLX is about creating an environment where team leaders feel empowered, valued, and equipped to lead their teams to success. When TLX is optimized, the benefits ripple outward to both employees and customers.
“For me, there’s a bit of an elephant in the room – probably because we all know it’s true and take it for granted: team leaders directly influence the largest number of individuals in any contact centre. They’re more influential than the CEO, shareholders, or customers.
And they influence the highest volume of individuals (circa. 70% of an organization can be made up of frontline advisors). Not investing in the experience of those leaders (TLX) is foolhardy.” – Danny Wareham, Founder & Director of Firgun
How to Influence TLX
Influencing TLX requires intentional action from senior leaders and organizational stakeholders.
Here are 5 key strategies:
1. Invest in Tailored Development Programmes
Provide team leaders with ongoing training that addresses both technical skills (e.g. performance management) and soft skills (e.g. emotional intelligence). Personalized development plans show leaders that their growth matters.
2. Prioritize Wellbeing
Incorporate mental health resources and regular check-ins into the team leaders’ work routine. Leaders who feel supported are better equipped to support their teams.
“For me, TLX is such a great idea, shining a light on the important role team leaders play in contact centres.
They’re the glue that holds everything together, yet their needs are often overlooked. By focusing on their support, growth, and wellbeing, TLX can make a real difference – not just for leaders, but for their teams and customers too.
It’s a fresh, much-needed approach that could truly transform the way contact centres work.” – Victoria Feast, Contact Centre Operations Manager at Aptia Group
3. Establish Clear Expectations and Autonomy
Give team leaders a clear understanding of their role within the organization’s goals while empowering them with the autonomy to lead in their own style.
4. Recognize and Reward Achievements
Develop recognition programmes specifically for team leaders. Celebrate their impact on both their teams and the wider organization.
Simple goodwill gestures are a great way to recognize employees. For advice on this, read our article: 18 Goodwill Gestures to Build Better Employee Relationships
5. Lean Into Peer Support Networks
Establish forums or communities where team leaders can exchange ideas, share challenges, and learn from one another.
For example, the Team Leader Community (TLC) provides a collaborative space for team leaders to connect, learn, and grow together, equipping leaders with the tools and insights they need to excel.
By fostering a sense of belonging and shared purpose, TLC exemplifies what TLX is all about: creating an environment where team leaders feel valued, heard, and supported.
Why TLX Is Not Just Another Buzzword
Team Leader Experience (TLX) is not just another buzzword; it’s a critical addition to how we talk about and manage contact centres.
Here’s a few reasons why:
Bridging the Gap
Team leaders are the bridge between strategy and execution. Neglecting their experience creates a disconnect that impacts both EX and CX.
Enhancing Retention
High team leader turnover disrupts operations and affects agent morale. By prioritizing TLX, we can retain talented leaders and reduce attrition.
Creating Future Leaders
TLX helps develop the next generation of contact centre leaders, ensuring a sustainable pipeline of talent.
For more advice on developing future leaders, read our article: How to Prepare Agents for Team Leader Roles
Driving Performance
When team leaders feel supported, they perform better, and their teams are more engaged and productive as a result.
“We need to really home in on the word “leader” when we’re talking about team leaders. This is a culture change still to take full effect across contact centres – they are not simply managers of people but leaders in our business.
Their role is to coach, inspire, influence to deliver.
And in today’s world, their roles are becoming more complex and challenging – making it all the more important we invest into our leadership teams to support them, grow their confidence and capabilities, and work together to deliver high standards of service for our customers!” – David Labrow, Customer Services Manager at BUPA
Embracing TLX Is About Recognizing a Critical Gap
Introducing Team Leader Experience (TLX) is not just about adding a new term to our industry vocabulary; it’s about recognizing and addressing a critical gap in how we approach contact centre success.
By prioritizing TLX, we can empower team leaders, enhance employee and customer experiences, and build a stronger, more resilient industry.
For me, TLX is personal. It’s born from my own struggles and triumphs as a team leader. And it’s my hope that through this concept, others will find the support and inspiration they need to thrive. Together we can make TLX a foundational part of every contact centre’s strategy.
Written by: Martin Teasdale, Founder of the Team Leader Community and Get Out of Wrap
For more information on developing your team leaders, read these articles next:
- How to Coach Resilient Contact Centre Team Leaders
- Are Your Team Leaders Too Busy Chasing Metrics?
- 9 Important Team Leader KPIs
Author: Martin Teasdale
Reviewed by: Megan Jones
Published On: 17th Feb 2025 - Last modified: 19th Feb 2025
Read more about - Call Centre Management, Danny Wareham, Employee Engagement, Leadership, Martin Teasdale, Team Management, Top Story, Training
