AgentBalance is a diagnostic psychometric method that reveals a unique set of data about contact center agents. Well, you might ask, how to proceed once an agent is diagnosed with a low level of mental energy, low job fulfillment, or even a strong tendency to self-suppression?
One of the possible answers that we are currently closely examining is… Mindfulness. It is a psychological method developed by Jon Kabat-Zinn, based on ancient techniques of working with mind and consciousness. People who practice Mindfulness develop a certain capacity for emotional stability and detachment from a chain of subconscious reactions to stimuli that drain a significant amount of mental energy.
It’s a matter of fact that Mindfulness is vastly popular in US, where enterprises such as Google, Apple and Facebook use it to help their employees become more conscious, calm, and focused in their professional challenges. The method has already reached Silicon Valley, where business veterans and youngsters alike practice Mindfulness in order to get rid of everyday stress.
It could well be that Mindfulness, as a practical method of mastering human mind, would eventually become a standard in schools because it is specifically children who can adopt Mindfulness very quickly.
We would like to introduce a first specialized Mindfulness training program tailored to the needs of high-stress environments (such as call centers) during this summer. We believe that Mindfulness could be the silver bullet that can directly positively influence majority of parameters that we measure with AgentBalance.
Mindfulness training will be available as one-on-one sessions for team leaders or a group sessions for teams. The first results can be expected (and measured with AgentBalance) within one or two months after the training had begun. We are very excited having the opportunity of exploring Mindfulness!
Václav Martin, CEO AgentBalance