John Lewis Case Study: Supporting Colleague Wellbeing and Resilience
- Future of Customer Contact Conference
- Ray Biggs, Head of Customer Care, John Lewis
In this on-demand video, John Lewis’ Head of Customer Care Ray Biggs revealed how the organisation is supporting its frontline agents by introducing wellbeing timeouts, virtual lunches, and wellbeing aids. Ray explained what John Lewis focused on during the pandemic and how it is now adjusting its initiatives to cater to the changing needs of employees. More specifically, he revealed that John Lewis is now focusing on supporting staff through the cost-of-living crisis and cultivating a sense of ‘belonging’.
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