Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team.
In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. In our last article, I outlined technology guides to enable heightened wellbeing across the contact centre and de-stress employees in the face of increasing complexity. I summarised the benefits of Workforce Engagement Management (WEM) solutions and their power to de-stress agents, supervisors and senior managers. In this third and final part of the series, I’ll delve a little deeper and explore the more subtle elements of wellbeing as a means to promote personal and organisational growth. The two are closely interconnected: the success of one depends on the success of the other.
Top executive challenges
Of course, stress is nothing new, but agents today are far more vocal in raising concerns about it. This poses some tough challenges for contact centre supervisors as well as for senior managers responsible for customer experience. Top of the list for managers are:
7 essential elements of an effective wellbeing strategy
So what can supervisors and senior managers do to build a happy and productive team? Here are a few ideas to getting started:
About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.
The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Wednesday, May 25, 2022
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