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1. Introduction
2. One image of the human side of contact centres
3. Five key issues
4. Defining psychological well-being
5. Contact centre agent well-being
6. Comparisons with other occupations
7. Organisational costs of low well-being
8. Work design, HR and well-being
9. Job design
10. Job design and well-being in contact centres
11. Performance monitoring (1)
12. Performance monitoring (2)
13. Team characteristics and HR practices
14. The global call centre project
15. Quit rates
16. Median quit rates and turnover across countries
17. Influences on quit rate
18. Work design, HR and well-being: conclusion
19. Job design in call centres
20. Job resources in contact centres
21. Job demands in contact centres
22. Comparative levels of job design
23. Are all contact centre jobs the same?
24. Job quality
25. Job quality, quit rates and turnover
26. Job design - differences between countries
27. Why does variation in job design occur?
28. Median levels of job design: types of economy
29. Strategic human resource management
30. Why does variation occur: conclusions
31. Designing stress out of contact centres
32. Conclusion
33. Thank you

Topics Covered

• Employee wellbeing in contact centers
• The organizational costs of low wellbeing
• How work design and human resource practices affect wellbeing in contact centers
• The nature of work design in contact centers
• Designing stress out of contact centers

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Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on January 28, 2009