What Makes New Technology Stressful?
Technology change is a major cause of stress.1 As call centers transition to Next Generation 9-1-1, it is important to have plans and practices in place to help people and systems adjust to the new technology. Technology change also impacts other aspects of call center operation, from scheduling and overtime to attitudes and relationships to the physical environment of the call center.
You can't remove all stress from the process of converting to new technical systems. But understanding why technological change is stressful, and what can make it less stressful, can help make the process go more smoothly. See the graphic below to discover factors that increase or decrease technology stress.2
Doing Is Believing
To learn a new technology, telecommunicators need to believe that they can do it. To help build this confidence, structure trainings with lots of opportunities for success along the way. Once employees get used to performing some tasks successfully, the technology can seem less daunting, and buy-in may increase.
Other ways to help build self-confidence in new technology:
- Be positive and enthusiastic yourself.
- Encourage users to share success stories.
- Find “champions” who have adapted well and encourage them to demonstrate shortcuts and share other tips and tricks.
Consider Unplugging at Home
One way to reduce technology-related stress is to limit the use of technology during time outside of work. Especially during times of technology transition, encourage employees to take some unplugged time every day. You can post or distribute this handout to give employees tips for reducing technology stress at home.
Unplugging at Home
One way to reduce technology-related stress is to limit the use of technology during time outside of work. Especially during times of technology transition, encourage employees to take some unplugged time every day. You can post or distribute this handout to give employees tips for reducing technology stress at home.
