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- Strategic Issues
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48 min
1. The future of the contact center advisor- Dr. Nicola Millard
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24 min
2. Systems thinking for service centers- Prof. John Seddon
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56 min
3. Competitive contact in the future- Mr. Rufus Grig
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51 min
4. Achieving sustainable service improvement in contact centers- Mr. Jonathan Donovan
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51 min
5. Plan and deliver- Mr. Steve Pink
- Training and Managing Contact Center Staff
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40 min
6. The human side of contact centers- Dr. David Holman
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49 min
7. From agent to expert- Dr. Jo Cheesman
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30 min
8. Emotions on the telephone- Ms. Cilla Mckay
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38 min
9. The call and contact center trainer as change agent- Mr. Steve Shellabear
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47 min
10. Growing great contact center communicators- Mr. Nick Drake-Knight
- Motivating Contact Center Staff
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32 min
11. Wellbeing- Ms. Maria Bourke
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23 min
12. Don't ask customers what they want, ask your staff- Ms. Jennifer Kirkby
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31 min
13. Engaging employees through high involvement work practices- Dr. Alison M. Konrad
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36 min
14. Employee engagement- Mr. Jonathan Donovan
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39 min
15. Flexible working- Mr. Jonathan Street
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58 min
16. Preventing agent burnout- Ms. Francoise Tourniaire
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58 min
17. Understanding the generation gap- Dr. Graeme Codrington
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28 min
18. Harnessing energy- Ms. Fiona Cameron
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28 min
19. Voice from the front-line- Mr. Jeff Rose-Martland
- Performance Metrics
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31 min
20. People and performance- Ms. Penny Tamkin
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47 min
21. Performance metrics to sustain peak performance- Mr. Jonathan Wilson
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22 min
22. Performance management - an art and a science- Mr. Steve Shellabear
- Technology Review
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51 min
23. Contact center technology- Mr. William Durr
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39 min
24. Speech technologies - recognition and analytics- Mr. Jonathan Wax
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31 min
25. SMS: customer leading or customer led?- Ms. Amanda Crank
- Case Studies
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32 min
26. Delivering public services- Ms. Pauline Smith
Printable Handouts
Navigable Slide Index
- Introduction
- Wellbeing in call centers
- Understanding the benefits of health and wellbeing
- Key thoughts
- Agenda
- A quote from Galen
- History of wellbeing at work (1)
- History of wellbeing at work (2)
- Waddell and Burton - definition of wellbeing (2006)
- Developing a wellbeing programme
- Wellbeing - what does it mean?
- Let's get healthy approach - delivery and facilitation
- Create an integrated and sustainable approach
- Introducing a wellbeing programme
- What skills does a workplace champion need?
- A successful workplace programme
- Ensure programme aids behaviour change
- Summary image of obesity drivers and trends
- Economic aspect of health-related issues
- Living longer but in poor health
- Work related self-reported illnesses (1)
- Work related self-reported illnesses (2)
- Extending working life
- Early ill health retirement
- Costs associated with risks
- Medical and drug costs only
- Health management in the workplace
- Lifestyle assessment
- Sharing information
- Alternative measurement of outcomes
- Summary
- 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
Talk Citation
Bourke, M. (2009, July 30). Wellbeing [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/IGTY2884.Export Citation (RIS)
