Originally broadcast Tuesday 5th April 2022, 12:30

Agents are now used to flexibility in every aspect of their lives, they can choose when to do their banking, catch up on box sets and even play games. We need to reflect this flexibility and customization in the work place.

Goals, targets, outcomes and objectives are important. Having a focus and something to aim for is motivating for most people. However according to research 98% of us will die without fulfilling our dreams* and only 8% of people achieve their goals.**
 
So why is this? Based on our experience working with many individuals, and entire organisations, it’s all about trying to do too much too quickly. Baby stepping might not be as sexy as a quantum leap, however it is a sure way to move forwards.
 
In this webinar we will explore:
 - The difference between a baby step and a quantum leap
 - The impact of negativity bias on our motivation
 - The 4 steps to define the perfect baby step outcome
 - How to breakdown our barriers to breakthrough and move forwards using the Rising Vibrational Scale
 
*Wealth Research Group **University of Scranton

NatWest has been live with QStory, the pioneers of intraday automation for 12 months. The initial roll out was to 2,500 agents in Customer Contact. Other departments rapidly came on board, taking the total deployment to 4,000 agents.
 
Hear how this implementation has helped to;
 - Deliver the NatWest colleague agenda and associated cultural change
 - Enable the reinvestment of time back into agent professional development and engagement
 - Transform productivity and schedule adherence

Phil Anderson, Director at The Forum will be joined by Scott Budding from Sabio and Phoebe Asquith of People Matter to discuss the importance of monitoring and supporting the mental health of contact centre agents.

This session will focus on how psycho-social research has presented new ways for us to surface tailored insights and understand root causes of poor mental health.