Research findings that will surprise you

QStory will share with you recently conducted research with Contact Centre agents to understand what really drives them, why they move jobs, what makes them happy, what they think makes the customer happy and why they want to stay with their employer.

Join QStory's COO Fiona Coleman and Customer Success Manager, Tony D'Cruze are joined by Marcus Hickman from Davies Hickman and special guest Martin Teasdale.

In the new work-from-home era, contact centres are facing a paradigm shift in intraday management. Intraday contact centre activity has been dramatically disrupted, and the scheduling needs of agents, who are juggling work and personal responsibilities in the home, have been turned upside down. Amid ongoing change, contact centre managers who are also working remotely need to keep agent performance consistent throughout the day and ensure that staffing is optimised. 

Join our webinar to learn more about:
 - The root causes of the new work-from-home challenges.
 - The unique technologies and techniques that can solve these challenges in the contact centre.
 - New opportunities to improve performance and create more elastic intraday staffing in work-from-home models. 

Sue Bolt is an expert in workforce management, with extensive experience working at companies that include NICE, where she currently serves as a WFO solutions manager, in addition to Barclays and T-Mobile.   

How blame keeps us safe but also keeps us stuck. 

In a recent Rising Vibrational Scale survey, we gathered feedback around emotional wellbeing. We asked people to share with us the range of emotions that they have been experiencing, using the scale as a guide. In addition to this we asked them to tell us what would help them to feel better. 85% of people shared that they needed something outside of their control to change, so that they could feel better. Only 15% focused on how they could manage their emotions to help them feel better. 

This reinforces our belief that we prefer to blame things outside of us when we don’t feel good. Of course we can be negatively impacted by external situations, events and other people, but blaming them is one sure way to remain stuck. Taking responsibility for our own contribution to any given situation is the only way to REALLY feel better. 
 

How a constant focus on positivity can be extremely unhelpful in business and beyond. 

At Rising Vibe we are committed to focusing on what might go right, rather than what might go wrong. However, this is very different to looking for positives. Because sometimes, in the moment, there aren’t any. In this webinar we share how supporting your workforce to access how they’re really feeling, without the pressure of positivity or looking for ‘the bright side’ will help them find relief. When we find relief we are more likely to feel better and cope, so that we can do better. 
 

Discovering the impact of social pain. 

We are working with many clients totally committed to supporting the wellbeing of their teams, and doing their best to enable a culture that provides emotional support to both women and men, yet there is still an extortionate amount of social pain (e.g. isolation, fear, disconnection, lack of influence, feeling misunderstood and not heard) impacting all the obvious metrics around absenteeism, presenteeism and work related stress. 

Mental Health First Aid is a great initiative, but is not even touching the sides in some organisations.