Psychosocial Risk in High Pressure Customer Service Teams: What Organisations Need to Understand Psychosocial risk is a health and safety issue. Not a wellbeing initiative. Under the WorkSafe New Zealand framework and the Health and Safety at Work Act 2015, “health” includes mental health. That means psychosocial risks are workplace health and safety risks, not[…]

One Leader’s Journey to Tackle Rising Call Centre Stress. The world of the contact centre is fast-paced, demanding, and, as many know, often incredibly busy. But beyond the metrics, there’s a vital focus emerging: wellbeing. In a recent Q&A webinar, Amber, a passionate and experienced leader at AA Insurance, shared a candid look at how[…]

Psychosocial Risk in Sales and Service Teams Q&A with Health and Safety Lawyer Grant Nicholson and BlueSkyMinds CEO Debbie Schultz In this article, I sit down with health and safety lawyer Grant Nicholson to explore how psychosocial risk shows up in real contact centre environments where difficult callers, emotional conversations, verbal abuse, and the pressure[…]

***Updated on 09 April, 2021 If you are a business leader or manage a high performing team, what is your strategy to ensure your people can sustain their level of high performance over the coming months? Pushing through no matter the personal cost is not a strategy unless you want a team that collapses one[…]