We live in a busy, non-stop world. With everything that’s on our plates, it’s no wonder that health can fall to the bottom of our priority lists. But we shouldn’t wait until our stress reaches a breaking point for us to consider our wellness.
Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness. Years in the customer service industry as an agent, director and everything in between showed her how important wellness in contact centers is. Now, in addition to her position at NumberBarn, she hosts wellness workshops, where she tells busy professionals how and why they need to take better care of themselves.
Jenny shared tips about why wellness in the workplace is a necessary component of self-care, and how we all can (and should!) practice it. Thanks to her time in the customer service industry, Jenny’s advice is optimized for contact centers. To start, let’s define what workplace wellness means.
Jenny defines workplace wellness as “humans being human in the workplace”. This means that we need to recognize our “different states of being” and not expect ourselves or others to be robotic, emotionless workers. The customer service industry provides the wonderful opportunity of connecting with others, whether through a phone call, social media inquiry, email or other media. When we give ourselves permission to be human, we can better connect with people who have sought our answers to a problem they’re having.
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The question is: How do we create a culture of workplace wellness so that we can thrive and, as Jenny says, “Take the best care of others by taking the best care of yourself”? Start by following these tips Jenny recommended to help you care for your emotional, social and physical wellness at work.
Great bosses want their employees to be happy and healthy. A “supportive, safe environment” is achieved when managers and supervisors endorse it being that way. To make this a reality, Jenny shares that it’s important to “have conversations about workplace wellness and realize that we’re all people with different needs”. Bosses should ask, “How can we support the customer but also the agent?” and put themselves in the agent’s shoes.
Jenny notes that ignoring the need for workplace wellness can lead to “more people reaching their limit, brains getting fried and people being generally disgruntled and not being their true selves.” Contrastingly, a workplace that emphasizes wellness as an integral part of the employee experience will be “thriving”. Success starts from the inside, and when employees are happy, so are their customers.
If you don’t work in a contact center that supports workplace wellness, there are still many ways you can improve your emotional, social and physical health. Start by implementing one of the tips above. You can also consider making a suggestion to your manager about how they can better focus on wellness in the contact center.