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1. Introduction
2. Francoise Tourniaire
3. What is burnout?
4. Talk outline
5. Why is burnout bad?
6. What causes burnout?
7. Burnout is a downstream issue
8. Discussion outline - proactive techniques
9. Proactive techniques
10. The hiring process
11. Hiring profile
12. Examples of hiring profile
13. To do list - hiring profile
14. Behavioral interviewing
15. Examples of behavioral interviewing
16. To do list - behavioral interviewing
17. Checking references
18. Pay attention to people styles
19. People styles
20. Managing dominants
21. Managing entertainers
22. Managing thinkers
23. Managing supporters
24. Managing as a dominant
25. Managing as an entertainer
26. Managing as a thinker
27. Managing as a supporter
28. To do list - for manager style
29. Define meaningful objectives
30. Defining SMART objectives
31. Examples of SMART objectives
32. To do list - objectives
33. Manage performance
34. One-on-one meetings
35. Schedule one on one staff meetings
36. Walk around, look, and listen
37. Giving feedback
38. Examples of giving feedback
39. To do list - create feedback statements
40. Performance quadrants
41. Managing out
42. To do list - performance quadrants
43. Reactive techniques
44. People quit managers
45. Give a break
46. Give control
47. Give tools
48. Give gratitude
49. Give consistency
50. To do list from 5 "give me" items
51. Thank you and contact information

Topics Covered

• Why burnout is a problem in support organizations
• Causes of burnout
• Proactive hiring and managing techniques to minimize burnout
• Practical techniques to handle burned out employees

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on October 27, 2009