Share these talks and lectures with your colleagues
Invite colleagues
This is a limited length demo talk; you may
login or
review methods of
obtaining more access.
- 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
Navigable Slide Index
- Introduction
- One image of the human side of contact centres
- Five key issues
- Defining psychological well-being
- Contact centre agent well-being
- Comparisons with other occupations
- Organisational costs of low well-being
- Work design, HR and well-being
- Job design
- Job design and well-being in contact centres
- Performance monitoring (1)
- Performance monitoring (2)
- Team characteristics and HR practices
- The global call centre project
- Quit rates
- Median quit rates and turnover across countries
- Influences on quit rate
- Work design, HR and well-being: conclusion
- Job design in call centres
- Job resources in contact centres
- Job demands in contact centres
- Comparative levels of job design
- Are all contact centre jobs the same?
- Job quality
- Job quality, quit rates and turnover
- Job design - differences between countries
- Why does variation in job design occur?
- Median levels of job design: types of economy
- Strategic human resource management
- Why does variation occur: conclusions
- Designing stress out of contact centres
- Conclusion
- 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:
Categories:
Talk Citation
Holman, D. (2009, January 28). The human side of contact centers [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/QPEY7794.Export Citation (RIS)
Publication History
The human side of contact centers
Published on January 28, 2009
40 min
