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Employee burnout is an increasing challenge, affecting both workforce well-being and overall business performance. The ability to accurately predict and prevent burnout can be a game-changer in commercial planning, helping organisations optimise resources while maintaining exceptional customer service.
Failing to address burnout effectively can lead to reduced service quality, disengaged employees, and rising resourcing costs. At this exclusive CONNECT event, we’ll bring the industry together to explore how we can anticipate and manage burnout, and what leaders can do to stay ahead to ensure engaged and motivated teams.
Here’s what to expect during this in-person event:
Join us for an engaging and insightful session designed to help you future-proof your workforce while driving business success.
Registration and Networking
Welcome
Hear the latest news and updates on the CCMA and what to expect from the day.
Open Mic: Burnout on the Front Line
CCMA CONNECT open mic sessions are designed to give you an opportunity to share your experiences and hear from others. During this session, Kate will be asking how your frontline colleagues are handling more complex conversations. She will explore whether instances of increased stress and burnout are growing and invite your predictions on the potential causes and impact of burnout on the team and on customers.
The Power of Compassionate Leadership for Thriving in Times of Change
This interactive session will explore the vital role of being a compassionate leader in preventing burnout within the contact centre environment. Key themes will include adopting a people-first approach to building team resilience, sustaining personal wellness, and inspiring meaningful change
Break
Roundtable: Diagnose and Remedy
Matt leads this roundtable discussion asking key questions such as: How are leaders identifying the early signs of burnout? Are leaders empowered and equipped with the necessary tools to effectively address burnout?
During this session, we will also examine practical remedies and strategies available to contact centre leaders for tackling burnout risk. This will be an opportunity for sharing insights and discussing actionable approaches tosupport teams and enhance overall wellbeing in the workplace.
Panel Discussion: Predicting Burnout
Predicting employee burnout is a critical component when designing commercial models that ensure adequate resources are available to deliver exceptional customer service. Failing to accurately anticipate burnout can negatively impact the quality of customer service, harm employee engagement, and increase resourcing costs.
In this panel discussion, we will delve into how brands forecast burnout within their business strategies to retain valuable and skilled talent.
Hosted by Kate Law, Membership and Learning Director, CCMA with:
Lunch with optional site tour
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