{"id":39193,"date":"2023-04-06T09:52:02","date_gmt":"2023-04-06T09:52:02","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=39193"},"modified":"2023-04-06T09:52:02","modified_gmt":"2023-04-06T09:52:02","slug":"using-data-to-drive-your-wellbeing-strategy","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/using-data-to-drive-your-wellbeing-strategy\/","title":{"rendered":"Using Data to Drive Your Wellbeing Strategy"},"content":{"rendered":"\"Phoebe\n

At our recent\u00a0Disrupt 2023 conference<\/a>\u00a0I outlined how, at Sabio,\u00a0we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for\u00a0clients.<\/strong><\/p>\n

When discussing wellbeing,\u00a0we\u00a0recognise that it is a topic that\u00a0can feel\u00a0overplayed or seen as a\u00a0‘nice-to-have’. That’s why research reports – such as the CCMA’s recent\u00a0Contact Centre Wellbeing study<\/a>\u00a0–\u00a0are so important to\u00a0understand the scale of the issue. It’s\u00a0also why our focus on wellbeing at Sabio has always been to adopt a data-led approach \u2013 one that can begin to track wellbeing and evidence decision-making, matching\u00a0the actions that we take with quantifiable business improvements.<\/p>\n

Our goal is to help organisations\u00a0connect wellbeing data and insight into wider business strategies and tangible actions<\/a>\u00a0that enable meaningful change, and \u2013 more importantly \u2013 establish whether changes in wellbeing are supporting specific goals and business outcomes. Typical end goals here might include whether employees are happy and confident, are taking less time off due to stress, are engaged at work, and wanting to stay and progress in their roles. For example, in the contact centre, we know there’s a direct link between advisor happiness and customer satisfaction, with customers recognising improved service levels. Therefore, done right, addressing workplace wellbeing can have significant cost\u00a0savings\u00a0and prove to be a huge differentiator for organisations.<\/p>\n

It is important to recognise just how quickly the role of the contact centre advisor is changing and the impact this is having on employee wellbeing. The adoption of AI and Automation has seen a radical re-adjustment. Before AI, advisors were largely dealing with routine calls, with perhaps one out of five proving more challenging. With these common calls often now routed through automation, advisors find themselves dealing almost entirely with more complex, challenging and emotionally charged interactions. These engagements are clearly of high value, but they can also leave advisors feeling emotionally exhausted and often disconnected from success.<\/p>\n

At Sabio, we help clients to address this and other challenges in our three-stage\u00a0Wellbeing\u00a0Programme. First,\u00a0an initial Spotlight Consultancy engagement to benchmark and understand current workplace wellbeing. Following\u00a0this, the application of our Sabio Wellbeing Technology enables us to collect wellbeing data and map it to our validated model of wellbeing.\u00a0Importantly, the third\u00a0stage of\u00a0ongoing Quarterly Engagement\u00a0\u00a0\u00a0supports\u00a0interpretation of ongoing results and helps to adjust\u00a0and tailor\u00a0a strategy accordingly.<\/p>\n

Developing a data model for wellbeing<\/strong><\/p>\n

To make a data-led approach to wellbeing possible, we need a valid model of wellbeing to which we can apply our wellbeing data. It is important that this model takes account of the current issues and challenges facing advisors.<\/p>\n

This is why we created a model of wellbeing that maps environmental and\u00a0experiential factors that impact mental health. To build this model we conducted research with people who had experienced burnout, identifying key themes in their experience within the workplace. Factors of the model\u00a0were validated across additional\u00a0surveys as well\u00a0as through\u00a0comparison with\u00a0established\u00a0psychological frameworks and assessments.<\/p>\n

Our findings identified four key areas of wellbeing\u00a0\u2013 Emotions, Boosts, Pressures and Behaviours \u2013 that are key wellbeing drivers.\u00a0<\/strong><\/p>\n