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Solving The Agent Disengagement Puzzle …

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Every Time An Agent Walks, Profits Drop

Running a successful BPO company is all about your employees, keep them longer than your competition and you’ll deliver more consistent service than they can. Ensure your employees are engaged, motivated and informed and you will generate more revenue for your customers.

What should I replace my Call Handling Metrics with?

I have previously mentioned about the damage negative metrics will do to agent morale, and which are the worst metrics – http://www.sjssolutions.com/save-thousands-by-removing-call-handling-metrics-from-your-wallboards/  Today I’d like to give you some ideas for more engaging metrics.

Save thousands by removing call handling metrics from your wallboards

Oh the joys of Call Handling Metrics! Yes used correctly they are useful, but in most cases I see they are not used in a positive manner. Here are some ideas to help you create a more rounded view of performance, which should focus your agents on things that matter, just as much, if not more than answering calls, while creating a more enjoyable wallboard experience and higher levels of employee engagement.