No matter how much you automate, running a contact centre is still about people and we all know that when people are happy, they deliver more in less time and customers are more likely to recommend you to others. But, how do you know if your people are happy and what can you do to elevate this emotion in your contact centre?
Firstly, thinking your employees are happy because they get paid is a big mistake! Yes, we all need to earn some money to live, but there is no doubt that the best people will stay with you because of the way you and your brand make them feel, not the pay check.
Before we can think about ways to increase happiness, we need to understand what makes happiness occur, and for this we need to look at the brain and hormones it creates:
Serotonin is a neurotransmitter that’s created in the brain as well as in the intestines. Once produced, it’s circulated in the blood and throughout the central nervous system. While there isn’t a single answer to what chemical makes you happy, Serotonin is an essential piece of the puzzle. There is no doubt that higher Serotonin levels increase feelings of well-being, confidence and belonging.
So how has the recent pandemic impacted Serotonin production and how can you get it back on track? Humans are social animals and being around others is what causes happiness for many of us. There’s a scientific reason for that: Serotonin is freer flowing when you feel important or valued by those around you.
Working from home may help those of us who have a strong family unit to feel more happiness and freedom, but for those who live alone this is not the case.
One of the ways SJS help customers to improve Serotonin levels and in turn happiness, is to teach them how to create environments which promote feelings of connection, which increase people’s status and certainty. To learn more about our free couching sessions, were we deliver training using the Neuroscience based principle of SCARF – https://www.sjssolutions.com/landing/wellness-landing-page/
Next up is Dopamine, another neurotransmitter made in the brain and distributed through various pathways to affect bodily functions like heart rate, blood vessel, kidney function and even pain. But does Dopamine make you happy?
Your body releases Dopamine as part of the reward system – after sex or a good meal, or when you reach a goal or target. That’s why it’s known as the “reward molecule.” In this way, it plays a role in how quickly and efficiently you get things done. Your body knows that if it achieves an objective, your mind will flood the body with Dopamine, causing you to feel happy and fulfilled.
Part of what we do at SJS is to give our customers the tools to elevate the production of Dopamine in employees. If you’d like to learn more – https://www.sjssolutions.com/landing/wellness-landing-page/
If you ever feel like you just need a hug, its likely your brain is in search of Oxytocin. The brain releases this neurotransmitter during physical contact and even when you perform a kind gesture. Oxytocin is crucial to parent-child bonding, childbirth, and breastfeeding. As such, an important part of the foundations of life, it’s no surprise this hormone continues to affect our happiness well into adulthood.
While Dopamine gives us a “hit” of happiness, Oxytocin plays a long-term role, providing feelings of calm, safety, and trust. What if you could increase Oxytocin in your contact centre, what impact would that have on CSAT scores, employee retention and absenteeism?
Oxytocin can also boost our immune systems, something we really need right now, it improves problem-solving skills, and decreases stress.
If you’d like to learn more about using your contact centre environment to create happiness and wellbeing, get in touch today.