• 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. Wellbeing in call centers
3. Understanding the benefits of health and wellbeing
4. Key thoughts
5. Agenda
6. A quote from Galen
7. History of wellbeing at work (1)
8. History of wellbeing at work (2)
9. Waddell and Burton - definition of wellbeing (2006)
10. Developing a wellbeing programme
11. Wellbeing - what does it mean?
12. Let's get healthy approach - delivery and facilitation
13. Create an integrated and sustainable approach
14. Introducing a wellbeing programme
15. What skills does a workplace champion need?
16. A successful workplace programme
17. Ensure programme aids behaviour change
18. Summary image of obesity drivers and trends
19. Economic aspect of health-related issues
20. Living longer but in poor health
21. Work related self-reported illnesses (1)
22. Work related self-reported illnesses (2)
23. Extending working life
24. Early ill health retirement
25. Costs associated with risks
26. Medical and drug costs only
27. Health management in the workplace
28. Lifestyle assessment
29. Sharing information
30. Alternative measurement of outcomes
31. Summary
32. Thank you

Topics Covered

• Understanding the benefits of health and wellbeing
• Definition of wellbeing
• Delivery and facilitation
• Creating an integrated and sustainable approach
• Successful workplace programs
• Ensuring programs aid behavior changes
• Early ill health retirement
• Cost associated with risks
• Health management in the workplace
• Lifestyle assessment
• Wellbeing essentials

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation

Talk Citation

Publication History

• Published on July 30, 2009