Professional Wellbeing of Contact Centre Employees

The aim of this article is to review issues relating to wellbeing and stress that may affect contact centre staff. It will discuss the causes of stress and wellbeing and the outcomes, then set out some realistic ways in which stress can be managed and wellbeing can be supported. Stress is defined as “an interaction […]

Read more

Relationship between Resilience and Wellbeing

Recently, a somewhat provocative suggestion has been put forward that employees should be selected on the basis of existing individual resilience. This perspective has been derived from research which found that leadership behaviours had an impact on employees’ capacity to positively frame the workplace and capitalise on existing resources during change.  However, the impact of […]

Read more