Olympic Challenge for winning teams

With the Olympics well and truly in the spotlight we’re taking a look at the elements needed for peak performance if you want to create gold medal winning teams in your contact centre.
 
Are your team members like Usain Bolt or Trevor ‘ The Tortoise Misapeka? (look him up) Even with the most effective training programmes, scheduling, state of the art technology and more systems and processes than you can shake a javelin at, we are constantly being challenged to improve and become more effective.
 
One of the main areas where there is still leverage to be had is all too often overlooked; The carbon based aspect of the process that drives it all…the employee!
 
Our wellbeing surveys show that contact centres typically loose 40% of agent performance to stress, low morale, muscular skeletal problems (back pain, RSI etc) and headaches to name a few. These elements will drain even the most willing employee and have a dramatic impact on performance level

Companies need to set and measure wellbeing and engagement KPI’s if they want employees to be delivering gold medal winning performances for their contact centres.

 

Donna Phillips MICHT MGPBT