Combating Agent Burnout - Understanding Sisyphus
In Greek mythology, Sisyphus was a king who was condemned to rolling a huge boulder up a hill, only to watch it roll down again, and to repeat this throughout eternity. Today, Sisyphean can be used as an adjective meaning that an activity is unending and/or repetitive. It could also be used to refer to tasks that are pointless and unrewarding. For many people, call center work is a Sisyphean task. Our challenge as call center managers is to make this work meaningful and rewarding. Our speaker will share some insights into how we can find more meaning and purpose in our jobs, combat burnout, reduce turnover, and re-engage our employees in meaningful work.
Presented By: Pat Whitty
Our speaker, Pat Whitty, is currently a Training Consultant at WaMu. He is a practitioner of the Human Performance Improvement model certified by ASTD. He has managed Customer Service teams at Chase Bank and WaMu. Prior to his work in the banking industry, he was the owner of the Dale Carnegie Training franchise for over 16 years. In this position, he designed and delivered sales, management, and communications skills training to corporations in South Texas. He is currently involved in an enterprise wide initiative called Make Them Smile which helps WaMu Bankers recommit to the company's brand promise of Simpler Banking and More Smiles.