Did you know that the 18th – 24th of May is mental health awareness week in the UK?

At SJS Solutions, we understand the importance of taking care of each other, especially during these stressful and uncertain times. Did you also know that Optymyse was specifically designed to improve the mental wellbeing of all contact centre employees? It’s literally the reason why the product – and our company – exists.

In case you are not already aware, here are 5 top tips to help you make sure Optymyse is working effectively to protect the mental health of all your agents:

  1. Schedule important events. Humans are social animals and we love being recognised and celebrated. With Optymyse, you can bulk schedule birthday messages, work anniversaries and whole host of other events that will help your agents to feel valued, recognised and connected.
  2. Set up Boolean triggers. Are your dashboard alerts creating a negative environment by penalising agents for things they have no real control over? If so, you could be seriously impacting your agents’ mental wellbeing. Optymyse Smart Contact Centre Visuals allow you to set up Boolean triggers which allow you to improve performance whilst treating employees fairly and avoiding unnecessary stress and panic. 
  3. Add a Social Media scroller. Providing your agents with live information is a fantastic way to increase their certainty – and lower their stress levels. Why not add a Twitter feed to your wallboard so they can keep up-to-date with company announcements as they happen? You’ll be surprised what a difference it makes.
  4. Use Live Updates. Let’s face it, no-one likes unpleasant surprises! They can be stressful and can make people feel like they are losing control. This is not good for anyone’s mental health. Using Live Updates lets you keep agents in the loop as real-world conditions change. This gives your agents the autonomy and confidence to effectively deal with customer queries, and creates positive experiences on both sides of the conversation.
  5. Deploy Optymyse Agile. Many agents are currently facing the added stress of having to work remotely – often in inappropriate office environments without the all-important social interactions that they need. Optymyse Agile allows agents to take their Smart Visuals home with them – giving them access the metrics and messaging in a familiar and easy to use format, as well as keeping them socially connected.

We’ve put together a short, 2-minute video showing how these features look, how they can help you to optimise your contact centre and – most importantly – how they can help protect the mental wellbeing of your agents – https://youtu.be/N4J0-WWEc_4

If you’d like our assistance with creating a SCARF-compliant template, or if you would like to order Agile licenses, please Contact Us we’re happy to help!

As many countries look towards easing their lockdown restrictions, we’ve been reflecting on what we can do to help. We have put together a list of 5 things we think will reduce stress and protect your employees when they return to work:

1.       Make sure your employees know the new rules around hygiene and social distancing:

There has been so much uncertainty in the world of late, so the best thing we can do now is make sure you keep this clear, practical information available at all times. With Optymyse, you can do this by including virtual noticeboards in your Optymyse templates and you can also share public health videos.

2.       Reconnect socially:

Show how much you care about your agents by scheduling birthday and work anniversary messages so that they appear regularly on your wallboards. This lets everyone feel valued, recognised and connected – and will also help lighten the mood.

3.       Keep communicating:

Keeping employees informed of what is happening operationally will allow them to be more prepared for the types of questions they will receive from customers. The scientific evidence shows this will reduce stress – leading to an increased customer and employee experience.

4.       Empower your agents to deliver the best possible customer experience:

In order to ensure long term survival, taking care of – and retaining – your customers is more important than ever before. Your agents are a critical part of the entire Customer Experience process, so consider sharing live CSAT metrics, customer feedback and NPS scores with your agents via Optymyse so they can take ownership of Customer Experience.

5.       Deploy Optymyse Agile Licenses:

If you are planning to keep some of your team at home in the longer term, consider deploying our Optymyse Agile Licenses. This will allow your home workers to get the same operational information they need as well as social messages, birthdays and anniversaries.

If you’d like our assistance with creating a #backtowork template, or if you would like to order Agile licenses contact us, let us know. We’re happy to help!