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[…]

Emotional Masking: The Hidden Cost of Customer-Facing Work Debbie Schultz, CEO of BlueSkyMinds, sheds light on the hidden toll of emotional masking in customer-facing roles. BlueSkyMinds provides science-based solutions to enhance workplace wellbeing and build healthy, high-performing teams. What is emotional masking? ‘Emotional masking’ is a term I came across during my research into psychosocial[…]