Blog

15 Mar 2017

5 Cost Effective ways to reduce Agent Attrition in your Contact Centre

2017-03-15T17:22:51+00:00 March 15th, 2017|

Yesterday I spoke to 2 very different Contact Centres one was a low tech, high agent turnover centre which changes their entire team every 9 months at a cost of almost a million pounds a year, and the other was a medical insurance company

13 Feb 2017

What the world’s most expensive adverts can teach you about agent disengagement

2017-02-13T16:21:31+00:00 February 13th, 2017|

GoDaddy.com spent $2.4 million advertising their web hosting business back in 2004. Chump Change compared to Ferrari and Honda (my favourite) who dramatically upped the game with $4.5Million and $5.5Million respectively.

27 Jan 2017

CEO Stephen Pace talks about contact centre wallboard best practice & disengagement

2017-04-03T11:07:55+00:00 January 27th, 2017|

Optymyse Advanced Technology delivers the perfect blend of metrics from any source, and information in a fresh and friendly format designed to solve agent disengagement and get the best from your contact centre agents.

24 Jan 2017

How to use TV screens to solve Agent Disengagement

2017-04-11T16:26:38+00:00 January 24th, 2017|

The only way a good Call Centre Manager can get value from the TV screens dotted all over their contact centres is to ensure the content is useful to their Agents.  After all, it’s them that spend the day looking at it…

1 Dec 2016

Solving the agent disengagement puzzle

2017-08-18T15:50:00+00:00 December 1st, 2016|

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?

19 Oct 2016

The 3 human needs that drive employee engagement

2017-04-11T13:22:11+00:00 October 19th, 2016|

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.

26 Sep 2016

Optymyse Now Available with ShoreTel Connect Contact Center

2016-10-19T16:01:47+00:00 September 26th, 2016|

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.

8 Sep 2016

Discovering the Hidden Value of Your Digital Wallboards

2016-10-25T16:18:27+00:00 September 8th, 2016|

Discovering the hidden value of your digital wallboard is worth its weight in gold, when you take a few, clarifying steps to integrate them into your contact center culture.

7 Sep 2016

Remego and SJS Solutions Deliver Best in Class

2016-11-15T15:38:44+00:00 September 7th, 2016|

Remego and SJS Solutions Deliver Best in Class Contact Centre Visuals for South East Asia’s Largest Bank Remego, an Information Technology Consulting Services company that specializes in delivering business communication solutions in Asia, has delivered a best in class contact center optimization solution

6 Sep 2016

Is Longest Wait Killing Morale and impacting profit?

2017-01-24T16:08:22+00:00 September 6th, 2016|

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?