Date Capstone Completed


Document Type


Degree Name

Masters of Science in Leadership Education: Organizational Leadership


Leadership Education - Graduate Studies


Theresa Waterbury


Rochester, Minnesota


The purpose of this study is to explore the factors contributing to stress during times of rapid change with healthcare staff working behind the scenes in a contact center. This study will focus on contact center employees working in a healthcare setting where rapid change is frequent and how this impacts individual stress levels. The research currently shows that burnout and increased stress is on the rise for the front-line staff working in healthcare (Meese et al., 2021). To better support contact center employees, it will be imperative to understand the causes of stress and burnout in their roles. Once that is established, leaders can begin to strategize on ways to best support their staff and their well-being to ensure the patient experience remains optimal. What has not been established is whether the same tactics can be used for both the patient facing and non-patient facing employees. Several studies have shown that leaders can deploy specific tactics to psychologically support their staff when their well-being is in jeopardy (Adeyemo et al., 2021; Meese et al., 2021).

This study will be conducted through a survey software program titled Qualtrics, observations and interviews using open-ended questions with current contact center employees working in a healthcare setting. The research approach uses a mixed methods approach.



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