About ian.kaney

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So far ian.kaney has created 58 blog entries.
6 Sep 2016

Is Longest Wait Killing Morale and impacting profit?

2017-01-24T16:08:22+00:00September 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?

4 May 2016

Everyone eats

2016-10-19T14:25:32+00:00May 4th, 2016|

Employee Engagement Solved The idea of employee engagement is a big deal for leaders striving to create a thriving and productive population. Everyone eats. The conversation around food is robust, but very little of it focuses on using food as an organisational development tool. Eating is an experience that speaks to everyone.  Creating healthy food environments is a

4 May 2016

Not just a shaggy dog story – pets at work

2016-10-25T12:21:45+00:00May 4th, 2016|

At first glance, this may seem like a shaggy dog story – but the idea that having four-legged friends in the workplace can relieve stress is being taken seriously. A recent study out of the Central Michigan University, which claims that dogs in the workplace can lead to more trust between co-workers and that, leads

6 Apr 2016

Contact Centre Gamification It’s time to level up!

2016-10-19T16:17:53+00:00April 6th, 2016|

Gamification is key Does your call centre have a problem? If you are anything like most of the contact centres that we talk to, you are likely to be dealing with an issue that just won’t go away, and one that is leading to customer dissatisfaction and agent churn.

31 Mar 2016

The Benefits of Link Building

2016-10-19T14:30:01+00:00March 31st, 2016|

Link building is one major aspect of search engine optimization that you should know about and is extremely beneficial for your website. In the world of search engine optimisation backlinking is one of the most used words. The basic premise of a backlink is when one page links to another page – it’s as simple

17 Mar 2016

The ten C’s of engaging employees

2016-10-19T14:30:19+00:00March 17th, 2016|

The ten C’s of employee engagement can engage employees heads, hearts, and hands. Connect: Line managers must show that they value employees. Initiatives that are employee-focused such as work–life balance and profit sharing are important but if an employees’ relationship with their manager is defective, then no amount of benefits will persuade employees to perform

10 Mar 2016

Does colour affect the workplace?

2016-10-19T14:30:28+00:00March 10th, 2016|

Research, academic studies and indeed our own personal experience prove that colour influences our moods in or outside the workplace. The generally accepted basic principles of colour therapy are: Colour has an automatic influence The meaning of colour is either biological or learned People automatically evaluate a colour The evaluation of a colour causes behaviour

2 Mar 2016

Make your customers stick with Optymyse

2016-10-19T14:30:37+00:00March 2nd, 2016|

We are not suggesting you cover your customers with honey but equally what we are suggesting is sweet! You’re a contact center specialist right? You want more of your customers to buy from you more often. You want them to rely on your expertise and to come to you for multiple products and services so you can

25 Feb 2016

Insurance specialist Premium Choice deploys SJS Solutions “best in class”

2016-10-19T14:30:47+00:00February 25th, 2016|

Premium Choice have upgraded Optymyse, their Visual Communications Software, provided by SJS Solutions. Premium Choice are insurance specialists who provide car, van and bike enthusiasts with a genuine choice of quality and affordable motor insurance, backed up by first-class customer service at all times. SJS Solutions are market leaders in providing digital communication wallboards with

24 Feb 2016

Visual communications help to bridge the gap

2016-10-19T14:31:00+00:00February 24th, 2016|

If you already use visual communications to help your agents confidently deliver customer excellence, you will know how influential your contact centre environment can be and how the information you display on your contact centre wallboards can motivate your agents. According to one recent study conducted by Oxford Economics and SAP, only 42% of employees