I have previously mentioned about the damage negative metrics will do to agent morale, and which are the worst metrics – https://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. Read more
Attention SJS Customers & Partners!
We have now changed our US & UK Telephone numbers. Read more
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. Read more
Customers who invest in employee engagement are 4X more profitable than those who don’t. SJS have now developed a simple way for you to use employee engagement to win more contact centre tenders… Read more