13 Tips For Dealing With Stress In Your Contact Centre - with Lance Burdett

Lance Burdett is the founder of WARN International. He spent 22 years with the NZ Police, becoming their lead crisis negotiator.

In that time, he was also responsible for recruitment and training at the Police Emergency 111 call centres, where he delivered programmes on handling emotional conversations and personal resilience.

As a result, he has extensive experience in operating in stressful environments, and has practical tips to deal with stress in your contact centres. Today, he shares them.

Lance’s Top 3 Tips:

Connect with others. The best way is to have face-to-face conversations, one-on-one (05:51).

Exercise. A 15 to 20 minute walk a day will burn off the stress hormones we get throughout across our day (17:46).

Get a better night’s sleep (18:39). Lance’s ‘sleep tips’ document shows you how. To get it, click here, and in the ‘Interest’ dropdown, select ‘Sleep Tips’.

You'll Learn:

7 ways to check whether you’re overwhelmed - even if you don’t feel it (01:18).

The simplest way to calm your entire body in an instant, thanks to a special nerve (02:25).

What to do every hour to feel better. It only takes a moment (03:54).

2 quick actions agents can do after calls to keep in balance (04:39).

The four pillars to mental wellbeing (05:38).

Why working half in the office and half from home doesn’t work well for most people, and what to do about it (06:02).

Lance’s take on group meetings that you might find controversial (06:40).

The temptation which gets in the way of your work-life balance when working from home (07:18).

Lance’s catchy phrase that helps you bring your best-self when working from home (08:01).

A great way to switch off from work at the end of the day, that’s also used by undercover police (09:18).

How a blanket can make the difference in your work-life balance (10:24).

The 3 stages people go through when struggling with their mental health. You’ll learn the warning signs of each and what to do to help them (11:40).

The food to eat just before bedtime which will help have uninterrupted sleep (18:51).

Full show notes: https://bravatrak.com/lance-burdett-podcast 

Get Lance’s sleep tips document: Click here, and in the ‘Interest’ dropdown, select ‘Sleep Tips’.

Connect with Lance on LinkedIn: https://www.linkedin.com/in/warninternational/

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