Employee Resilience Webinar – “Are you creating a resilient environment?”

Facilitated by Habit Forming Technologies and Deloitte

Leading contact centre organizations have been working hard to support and empower a well-trained, caring and motivated workforce often within very dynamic, challenging and demanding customer operations.

The concept of employee resilience is about learning how to best manage our stress and nurture a positive workplace climate at a level that allows for optimal performance. While some agents seem to come by resilience naturally, these behaviours can also be learned. Providing life skills like resilience can enhance overall employee experience and have a direct impact on business results.

Come join and participate in this session on Resilience and learn how to keep your ‘R’ battery charged to live a flourishing life.

Objectives of this session will be:

  • Discuss the role stress plays in our lives and what resilience is all about
  • Understand how to apply the foundations of resilience
  • Identify daily ‘R’ battery charging skills that can be used throughout the day
  • Understand how your environment affects your choices and can become a driver for your resilience battery


About the facilitators:

Darren Steeves, Habit Forming Technologies, Founder and CRO (Chief Resilience Officer)

Darren has been a wellness expert for over 25 years and has consults, and conducts research, in resilience. He is the founder of a Strategic Wellness Consulting Company dedicated to excellence and innovation while sustaining integrity and has consulted within corporations, with top-level executives, Olympic Medalists, World Champion athletes and attended the Rio Games as a sport scientist with team Canada.


Derek Fitzgerald, Deloitte, Contact Centre Service Transformation Leader

Derek brings over 20 years of industry and consulting experience helping contact centre leaders imagine, create and deliver the future of service through customer-centric business, workforce and technology strategy, implementing solutions to drive cost optimization, performance enhancement, operational excellence and digital transformation to ultimately elevate customer experience and business value.



Feb 25 2021


12:00 pm - 12:50 pm