Solving the agent disengagement puzzle

With Billions in revenue lost through disengaged agents and the inevitable (and costly) round of re-hires, onboarding and training, agent disengagement is a growing challenge. Can it be solved?

Is Longest Wait Killing Morale and impacting profit?

According to recent research contact centres are replacing every single agent every four years! Financially, the cost of these levels of staff attrition equate to £2.3 Billion. So could your metrics be part of the problem?

The 3 human needs that drive employee engagement

According to The Massachusetts Institute of Technology, money isn’t necessarily the main motivator when it comes to being happy at work. Sure, it’s important and it forms part of the mix, but research shows that employees want appreciation and to be owners of their own destiny.

Optymyse Now Available with ShoreTel Connect Contact Center

SJS Solutions, focused on transforming the way information flows within contact centers, have successfully developed, tested and deployed their visual communications solution Optymyse on the ShoreTel Connect™ solution.