Managing Work-life Balance for Productivity Gains

Do you remember the phrase work-life balance? Popular many years ago, it is making a resurgence as mental health and wellbeing become mainstream, and reports of burnout hit an all-time high.

79% of British adults are reporting to be stressed at least once per month, nearly half of UK workers are close to burnout, up by 48% in 2023, and returning to the office and social life changes are resulting in 42% of people feeling more exhausted than ever before. Something has to give before more days are lost due to stress.

With the current economic situation, the pressure is on for contact centres to increase productivity, to get more out of the resources that they have. Productivity has been in the spotlight in the contact centre for a long time. The focus has been on monitoring and measuring many KPIs to get the most out of every second, or implementing technology to improve efficiencies and speed up processes.

Maybe it’s time to look at the productivity of the individual colleague in a different way.

We’ll explore how to create a culture where productivity and wellbeing thrive together. Hosted by Leigh Hopwood, CEO at CCMA, she’ll discuss with a panel of experts and industry leaders including, Peter Lonsdale, HR Consultant at McDonald’s, Hannah Ashenden, Burnout Coach and Consultant, and Chris Dealy, WFM Evangelist at injixo, at how technology can be used to support this strategy, the practical operational approaches you can take to improve occupancy* and how industry leaders are improving communication and promoting healthy lifestyle choices to make a difference.

Register for this online seminar for ideas and inspiration to help your contact centre and those that work in it thrive, including you!

*Occupancy within a contact centre of 75% means that its advisors are spending three quarters of their time doing call related activities. Where occupancy levels exceed 90% this can lead to advisor burnout as this means little or no time in between calls.

About the Speaker

Peter Lonsdale, HR Consultant, McDonalds

Peter joined the McDonald’s business over 35yrs ago on a graduate training programme and progressed to become an Area Manager within the Operations Team. He spent time in the HR and L&D Teams before working as a Business Consultant to a group of Franchisees. When he returned to the HR team as a Business Partner he specialised in supporting the increasing Franchisee community.

Peter started working with the People Services Helpdesk, HR and HRIS SSC, a number of years ago and since then has lead the team through significant growth of scope and scale. As a team, People Services have grown and were proud to be recognised internally as the leading market, selected to start and lead a global community of interest.

Hannah Ashenden, Burnout Coach and Consultant

Hannah Ashenden is a coach and speaker specialising in Burnout prevention and High Performance Mindset.

With her bespoke approach and vast array of cognitive and somatic coaching tools (NLP, EFT, breathwork and mindfulness to name a few), Hannah helps both the individual and corporate team to leave behind the popular ‘hustle mentality’ and replace it with holistic high performance and personal fulfilment.

Hannah is passionate about changing the way we work, both as individuals and in business. Her mission is to teach as many people as possible to discover and fall in love with their authentic selves, uncovering their unique abilities and purpose along the way, and allowing them to show up fully and consciously in every aspect of their lives.

With 15 years as a professional musician, over a decade in personal and corporate coaching, including Neurodivergence coaching and training, Hannah uses her vast experience and knowledge to inspire and empower others to tap into their personal power, confidence and authenticity.

Hannah helps her clients to release past trauma and ‘unlearn’ all negative conditioning and limiting beliefs. Clients are empowered to go beyond their personal glass ceiling, show up unapologetically as their true selves, and create a life by design from a place of true worthiness.

Contact centre leaders, HR professionals and resource planning leaders looking to optimise team productivity.

Get tips and advice on how to find the right balance for your people and productivity of your operation.

Free to attend.