• 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. 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