Until recently there was no evidence to suggest there was anything wrong with traditional call handling wallboards. However in recent studies, leading Neuroscientists have now discovered that to extract the best from employees (agents), all forms of measurement and communication must be aligned with the organising principles of the brain, or they will have a detrimental impact on performance. In the case of traditional wallboards, which measure the least complex part of an agent’s job, answering the telephone, the science is clear; traditional wallboards move agent towards what neuroscientists call the “Minimise Danger” State, a state where we deliver our worst possible performance and where the highest levels of disengagement occur.
So what’s changed and how can you align your wallboards with the organising principles of the brain? Well first of all SJS Solutions is the only Wallboard Software Company to specialise in the creation of Brain Centric Wallboards, meaning all of our customers receive free advice in this area, plus unlimited access to more than 20 Brain Centric Wallboard Templates. If you’d like to learn more contact me directly or visit www.sjssolutions.com
So what’s changed? First off near or real-time call handling metrics have been around for quite some time and although the way this data is used has improved in the last 25 years, wallboards seem to have been left in the past. Nowadays the focus has shifted from voice of the customer (VOC) to voice of the employee (VOE), but what many businesses struggle to grasp is what changes need to happen to become more VOE focussed, and benefit from the increased profitability the companies who have already mastered Employee Engagement are enjoying.
Using MRI brain scan technology, Nueroscientists have discovered that the human brain uses the same circuits to deal with Social Pain as it does when we are experiencing Physical Pain. Think about that for a minute, any of your agents who feel undervalued, unfairly measured, unsupported or not part of a tribe, will be experiencing Social Pain and this places them in the “Minimise Danger” state. The good news is the clever Nueroscientists have worked out what triggers Social Pain and it’s pretty simple really.
Social Pain was never a thing when traditional wallboards were first developed, but today moving your agents away from pain and towards what the scientists call the “Maximise Reward” state is the ONLY way you can extract more from your agents. I know from running contact centres myself, you can’t keep asking your boss to sign off more resources and spend more and more money each time your SLAs slip or CSAT scores drop. You have to get the most out of the people you’ve got in front of you right now, and the way you do that is to make sure you keep them in the right state and avoid any form of communication or measurement that will be considered to be unfair. For example; wallboards displaying performance measurements for what is essentially a tiny percentage of what an agent does, forgetting to recognise great performance or missing the chance to create a feeling of belonging to a tribe. I’m not saying taking a new brain centric approach to your wallboards will solve all of your resource problems, but I can say it’s a cost effective way to start to send out the right messages and being so visual will trigger improvements elsewhere.
For a free Wallboard analysis or to learn more about Optymyse – The Home Of The Brain Centric Wallboard, contact SJS Solutions today.