Dealing With COVID-Fatigue in the Contact Centre

Call Centre HelperOur panel of experts share their top tips for helping your team to overcome COVID-fatigue in the contact centre.

Focus on the Future (With Remote Vision Boards!)

While very few of us expected COVID-19 to stick around into 2021, we all expect and agree that there WILL be a future without quarantining and social distancing (though masks and excessive handwashing may be here to stay!).

Don’t lose sight of this! Help keep your advisors positive and engaged by keeping them focused on the future.

One way to do that is via 2021 vision boards. Schedule off-phone time for advisors to create a vision board, cutting out pictures of places they want to go and things they want to achieve in 2021. Then devote part of your next staff meeting for each person to share their vision board.

While this may seem childish, the exercise will help clear advisors’ minds, get them focused on the future, and provide a way for your team to learn a bit more about each other.

Consider Split, Micro and Respite Shifts

The link between employee engagement and schedule flexibility is often understated.

In fact, you may be surprised by the uplift in advisor engagement that can come from encouraging supervisors to be creative with shift planning.

See the full list here.