I just read a fascinating article in the Harvard Business Review about employees who are bored at work regardless of the fact that are are busy. It seems counter intuitive – if you are busy, how can you possibly be bored?
Think about your contact centers, they’re normally a bustling center of (hopefully positive) activity. Your employees are taking calls, solving problems and engaging customers. But are your employees — your biggest asset in the contact center — bored?
While reading the article, I couldn’t help but laugh at the similarities between it and what we’ve been posting here on Synchrony.cincom.com. It all boils down to engagement.
Boredom is not only a result of having nothing to do. It’s not even solely caused by the thrill of an activity wearing off as it is repeated ad nauseam. You can’t “cure” boredom by giving someone more work or giving them new work.
But you can attempt to allay boredom by engaging your employees.
Employees need to feel like they are doing something meaningful to the organization or the world. Do your contact center employees understand their crucial value to their organization? Do they know that their role is paramount to the organizations continued success?
That is why it is so important to recognize and communicate the value of your employees in the mission statement of the organization. And then you must follow through. Reward your employees for a job well done. Recognize their achievements. Show them that you understand their value so that they can begin to understand their value.
This isn’t a fail proof way to combat boredom in your company, but it’s a large step in the right direction.
To read more about this topic, see the Harvard Business Review Article: Are you busy at work, but still bored?