Contact Center Staff Engagement & Wellness

Work-life balance is an indicator of health. Yet it seems that almost everyone has too much to do and not enough time to do it. Many things are constantly competing for your time and energy. Contact Centers today who want to attract and keep their talented workers understand the connection between employee satisfaction and employee wellness. They believe that workplace wellness is a business strategy and not just something that is given lip service. Their management practices include making reasonable demands on time and energy, involving employees in decision making, rewarding work well done, openly communicating, and providing support to balance work and home life. These innovative employers know that today’s highly skilled knowledge workers are looking for jobs that pay well, have good benefits, are interesting, and include excellent health and safety programs.

For the contact center manager, it’s become more important than ever for companies to enhance job satisfaction and ensure that their workers enjoy being on the job. Workplace wellness benefits both employers and employees. Early efforts to create healthy workplaces focused on safety at the worksite and injury prevention for workers. More recently, programs within the contact center are designed to assist employees to choose healthier behaviors like being more physically active or quitting smoking and flexible work schedules. Campaigns to raise awareness on healthy habits including exercise, nutrition, air quality, ergonomics, educational sessions to increase knowledge, opportunities to learn new skills, and changes to policies to make it easier for employees to make healthy choices are often included.

This approach is taken because the workplace is a good way to reach people, since most people spend a large part of their day at work. While safety and lifestyle programs are two aspects that contribute to the health of employees, workplace wellness is more effective when a third factor is brought into the equation—the environment at work. Making it all work smoothly is a co-operative venture involving you, your family and your employer. When the home front is taken care of, you are less distracted at work. When your work is managed well, you are happier at home. And when you have regular leisure time, just for you, you can recharge, thereby enriching your whole life. Our expert will share ideas on how to create a program that engages your staff while lowering costs due to illness, injury and stress in the workplace.


Mohan Nair who has run and managed several contact centers will discuss the importance of understanding the cost tradeoffs between employee wellness and operational objectives. Learn some cutting edge ideas from both speakers on how to design, develop and implement these programs that engage staff while keeping your costs under control and within budget.

You too, can learn these best practices and apply them to your workplace with little costs incurred. By understanding the costs of implementing an effective wellness program, the contact center manager is able to measure effectively center performance through engaged employees and meaningful wellness strategies. The principles of a proven wellness program, is in the results. Mohan will be sharing a case study to illustrate the success of a workplace wellness program.

Aside from learning these concepts and ideas, you will be able to:

• Prioritize what is important to your staff and your organization.
• Diagnose the root causes of performance gaps in your teams.
• Prescribe actions to improve performance through employee surveys.

Who Should Attend:

Managers and executives in the following functions:

Customer service Sales and Marketing
Customer experience HR and Administration
Knowledge management Brand management
E-business/E-commerce Call Centre Support
Contact Centre Operations General management

Course Leader:

Mohan N. Nair
MBA, Lean Six Sigma Black Belt

As Director of Continuous Improvement, Mohan oversees Nair Consulting Group’s core operational functions, including workforce management training and implementing quality optimization strategies using cutting edge technology as a key lever in the new era of business. In this role he draws upon his 20-year track record in the customer service industry to drive continuous improvement across the organization using LEAN Six Sigma methodologies.

Prior to NCG, Mohan was the Director of Customer Delight Programs for Lenovo Asia, an $8 billion multinational corporation. While there, Mohan was responsible for multiple contact centers in the ASEAN region. Before that, Mohan was VP of Operations for HSBC Global Resourcing located in Malaysia for two years. He also held several senior management roles for Fortune 500 companies focused on customer support in Canada.

Mohan holds a MBA from the University of Southern Queensland, Australia and is a Certified Coach and Lean Six Sigma Black Belt. He has also completed Executive Management Training at the Duke School of Business in UK and the prestigious LSS Academy in Malaysia.

He has lectured extensively at Frost and Sullivan’s conferences and Contact Centre Asia forums delighting audiences with his unique insight into contact centers. Most recently he was the keynote speaker at the Contact Center Optimization Forum held in Toronto, Canada in June 2010.

Date: Thurs March 10, 2011

Time: 2pm ET/11am PT

Price: $49.99 (USD)

(per Internet & Audio Connection, feel free to have your entire team present for one low price)
**All attendees will recieve a copy of the slides

**After Payment is recieved you will receive an email with access instructions**

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