• Strategic Issues
• 48 min
  1. The future of the contact center advisor

  • Dr. Nicola Millard
• 24 min
  2. Systems thinking for service centers

  • Prof. John Seddon
• 56 min
  3. Competitive contact in the future

  • Mr. Rufus Grig
• 51 min
  4. Achieving sustainable service improvement in contact centers

  • Mr. Jonathan Donovan
• 51 min
  5. Plan and deliver

  • Mr. Steve Pink
• Training and Managing Contact Center Staff
• 40 min
  6. The human side of contact centers

  • Dr. David Holman
• 49 min
  7. From agent to expert

  • Dr. Jo Cheesman
• 30 min
  8. Emotions on the telephone

  • Ms. Cilla Mckay
• 38 min
  9. The call and contact center trainer as change agent

  • Mr. Steve Shellabear
• 47 min
  10. Growing great contact center communicators

  • Mr. Nick Drake-Knight
• Motivating Contact Center Staff
• 32 min
  11. Wellbeing

  • Ms. Maria Bourke
• 23 min
  12. Don't ask customers what they want, ask your staff

  • Ms. Jennifer Kirkby
• 31 min
  13. Engaging employees through high involvement work practices

  • Dr. Alison M. Konrad
• 36 min
  14. Employee engagement

  • Mr. Jonathan Donovan
• 39 min
  15. Flexible working

  • Mr. Jonathan Street
• 58 min
  16. Preventing agent burnout

  • Ms. Francoise Tourniaire
• 58 min
  17. Understanding the generation gap

  • Dr. Graeme Codrington
• 28 min
  18. Harnessing energy

  • Ms. Fiona Cameron
• 28 min
  19. Voice from the front-line

  • Mr. Jeff Rose-Martland
• Performance Metrics
• 31 min
  20. People and performance

  • Ms. Penny Tamkin
• 47 min
  21. Performance metrics to sustain peak performance

  • Mr. Jonathan Wilson
• 22 min
  22. Performance management - an art and a science

  • Mr. Steve Shellabear
• Technology Review
• 51 min
  23. Contact center technology

  • Mr. William Durr
• 39 min
  24. Speech technologies - recognition and analytics

  • Mr. Jonathan Wax
• 31 min
  25. SMS: customer leading or customer led?

  • Ms. Amanda Crank
• Case Studies
• 32 min
  26. Delivering public services

  • Ms. Pauline Smith

Printable Handouts

PDF

Navigable Slide Index

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

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on January 28, 2009