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.
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
There are companies who will tell you displaying a bunch of call handling metrics on a TV screen will improve your contact centre. If you know anything about agents, people and human behaviour you’ll know traditional wallboards don’t work. That’s why we’ve created a 3 step process, to
One Employee Engagement and Performance Management company recently published a blog telling us to cover the boardroom with bubble wrap and invite employees in to de-stress. Unfortunately, this would not work in a call or contact centre, because your agents are….well…”working”
Please be on the lookout for a fraudulent email from an SJS email account. One of our employees has had their account compromised today, so be on the look out for emails asking you to review and sign a document. This is not from SJS!! Please accept our sincere apologies, we are