1.  Don’t think that by connecting a TV screen to your PC and displaying reports and dashboards designed for desktops is going to allow your call center, sales or contact centre employees to obtain the same insights you can. A desktop report often contains too much complexity and does not lend itself to being viewed from a distance making it too time consuming and challenging for agents to quickly locate the metrics they need to make the right decisions. Alternatively take raw data and create visual displays which are bold, easy to see from a distance and which combine data with important messages, threshold alerts and engaging graphics to reinforce your brand and improve the environment your employees work in.

2.  Don’t waste your TV real estate on just one type of data. This will create an imbalance in your workforce. For example many contact centers still insist on displaying call handling data such as TSF and Calls Waiting, this data can be useful but does not necessarily drive the results you want. Almost all companies want to increase the lifetime value of their customers and this can only be achieved by making your performance monitoring tools Customer Centric. We recommend that you take data from agent scorecards such as  Scorebuddy  plus customer feedback information such as NPS information, support ticketing success rates from the likes of  Zendesk, call back success rates from the likes of Fonolo and live customer feedback from social media and create a blended screen design which channels agent effort towards your key objectives; higher levels of customer satisfaction, buy frequency and life time value. By doing this you create a clear connection between agent behaviour and customer satisfaction, this is VITAL. Placing agent of the month images and customer satisfaction indicators on digital displays has to be a must for any company which provides any kind of support, helpdesk or contact center service to its customers.

3.  Don’t use visual communications as a Big Stick, employees respond far better to instructions, reminders, tips. And when things are going well positive messaging will lift morale. All of the recent research has proven that engaging and inspiring agents and making them part of your brand and business objectives will reduce attrition rates and ensure they fly your corporate flag and perform at their best.

According to Gallup; companies with low engagement scores earn an operating income 32.7 percent lower than companies with more engaged employees.
Similarly, companies with a highly engaged workforce experience a 19.2 percent growth in operating income over a 12-month period and disengaged employees cost the U.S. between $450 billion and $550 billion each year.

Sounds expensive and complicated?

With Optymyse it’s neither. Prices start at $149/mo and you get all the tools you need to create engaging digital displays suitable for TV screens, mobile devices and desktops. Our FREE API allows you to gather data from any source, plus we have tried and tested data connectors compatible with all major UC and PBX platforms. View more

Our screen designer gives you complete control of how to design your screens, we encourage the use of agent images, branded backgrounds, animation to maximise content while maintaining content size, gauges and sliders, plus a raft of graphics techniques such as adding shadows, transparency and other techniques which will allow you to create something unique and inspirational.

No Time, No problem, we can create something for you and train you to ensure you can tweak and change it if you need to or you can choose from our library of templates.

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If my memory serves me well it was late in the day UK time when I received a call from Ed Wright of ShoreTel, his call was about to change the future direction of SJS Solutions forever. Before this time I had heard very little about the Telephone Solutions Manucturer ShoreTel, and was certainly not expecting a call from their head of tech on a cold February evening.  Ed’s request was simple, can SJS develop a data feed that will allow ShoreTel to provide a truly digital wallboard solution utilizing flat screen TVs. Of course I was keen to help and it sounded like the sort of urgent last minute project SJS have always had the ability to deliver on.  I said I would arrange a call between Ed and one of our senior techs to find out more.

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The call took place and luckily the ShoreTel Enterprise Contact Center solution, was a product with little traction in the UK back then, it had a fairly simple RealTime interface which was similar to those we had worked on in the past, so it looked promising for us to be able to get something developed for Ed and the ShoreTel UK team.

Finally Ed told us they needed the solution to be ready and tested in 10 days! Even for us that was going to take some work, but with the technical expertise in Ed’s possession and our previous experience interacting with the likes of Avaya, Unify, Nortel and others we were able to quickly create a solution which passed initial testing at the ShoreTel lab previously located in Maidenhead.

Since this initial deployment of our Optymyse3 contact center wallboard we have been involved with several high profile tenders and have helped many ShoreTel resellers to create engaging contact center environments which compliment the Brilliantly Simple ShoreTel ECC platform. Our relationship with ShoreTel remains strong and after sponsoring their recent partner conference in Orlando it has dawned on me that not only do we have an excellent working relationship and mutual respect for the ShoreTel team both in EMEA, North America and Australia, we have also created friendships which make doing business that much more fun.

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Many may consider high levels of employee happiness as unachievable. Even if truly enjoying every second of every day is a rarity, surely the relationship between employee happiness and performance are too strong to ignore.

Happiness is a potent performance enhancer; we all perform at our best when we are happy. Any organisation not investing in the improvement of employee satisfaction quickly becomes a victim of inconsistent performance, escalating recruitment costs and unhappy customers.

How can visual communication improve employee satisfaction? Firstly everyone should feel part of a team, with a clear set of goals. Business objectives, mission and brand are easily reinforced using Optymyse™ Digital Displays; Optymyse allows organisations to create engaging, branded screen designs which remind employees of how important they are. Next; the right performance metrics allow employees to see how they are doing in real-time and empowers them to adjust their behaviour accordingly. Optymyse™ multi-layered thresholds reduce supervisor workload by alerting agents when things are not going well and encouraging them when they are. The provision of information which allows agents to quickly and confidently resolve problems encourages employee satisfaction, after all good agents live to help others. Free Software Trial.

Something else many organisations miss is the importance of acknowledging the human side to our employees; call centre and contact centre agents, help desk staff and other support staff are not machines they have interests outside of the work place and need to be given the ability to express themselves.  The Optymyse range of visual communications and employee engagement software solutions allow managers to recognise agent birthdays, anniversaries, special awards, employee of the month, personal achievements and other events which help to create a warm friendly, engaging environment which supports employees, rewards outstanding performance and encourages employee happiness.

New Starters vs agents in their second year

No matter how well you recruit and how much you spend on training, the way new starters interact with customers will never replace the confident, knowledgeable and soothing words of employees who are able to focus less time remembering which process they need to follow and instead give customers more attention thus nurturing a level of trust new starters simply cannot match.

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