“The neuromanagement challenge is to design a work environment in which oxytocin can be released many times during the day.” Kenneth Nowack, Paul J. Zak.

As well as Oxytocin reducing levels of cortisol in the body and lowering blood pressure, it’s release naturally enhances a sense of:

  • Optimism
  • Trust
  • Mastery
  • Self-esteem

So creating an environment where the production of Oxytocin is actively encouraged, will increase Human Performance and Wellness, and help you become a more Brain Centric organisation.

Neuroscience experiments have identified eight classes of organizational and leadership practices that promote the release of oxytocin, and they are all related to trust; a vital requirement for any business to succeed. A trust culture increases productivity, engagement and the retention of high-performing talent.

In the world of visual communication trust can be improved by simply sharing more information with employees, instead of only displaying call handling metrics. Start to share metrics from other sources such as CSAT and NPS, introduce virtual noticeboards to allow the transfer of important information and make sure you include positive triggers to recognise great performance.

Social recognition in humans causes the brain to release oxytocin, which then induces the brain’s reinforcement learning chemical, “dopamine”, to be released. Dopamine is part of the brain’s learning circuit, reinforcing behaviours and therefore reducing errors and improving human performance.

Trust is a key driver for Employee Engagement, Satisfaction and the production of Oxytocin

To encourage Oxytocin, increase Human Performance and Wellness, and become a more Brain Centric organisation, Contact SJS Today

 (Kenneth Nowack is a psychologist and president and co-founder of Envisia Learning and Ofactor Inc., a management consulting firm. Paul J. Zak is founding director of the Center for Neuroeconomics Studies and Professor of Economics, Psychology and Management at Claremont Graduate University and also the chief research officer and co-founder at Ofactor.)

Neuroscientists have recently discovered that “Social Pain” is dealt with using the same resources, and area of the brain as our biggest fear “Physical Pain”. The extensive use of MRI brain scans has scientifically proven that if your employees feel undervalued, unfairly treated or measured, isolated, uncertain or undervalued, they will be experiencing Social Pain and therefore be in what neuroscientists call the “Minimise Danger” or “Threat State”. No biggie right? Wrong, these same scientists have proven that anyone in this state, anyone who is experiencing Social Pain, will be using up high levels of oxygen and glucose from the blood. Forcing the brain to divert resources away from the working memory function, responsible for processing new information and ideas, therefore impairing; analytical thinking, creative insight and problem solving. The very skills your agents need to meet customer needs, and deliver high levels of customer satisfaction.

The findings of this scientific research impact all employees no matter what industry, role, age, sex or race.

So, you have a call or contact centre and you want your agents to be happy, you want them to be engaged, healthy and motivated to do what is expected of them? How can you use science to make sure firstly your existing wallboards are not doing more harm than good, and you create brain centric wallboard templates in the future?

SJS offer one on one, remote consultancy sessions with contact centre managers / owners, who wish to create brain centric wallboards and agent environments. These sessions include analysis of existing wallboard designs, with tips on how to modify these designs to avoid pushing agents into the “Minimise Danager” State and towards the “Maximise Reward State”.

Contact [email protected] to set up your session.