Entries by Sarah Brady

How a basic understanding of the Human Brain will help you succeed

Did you know that Neuroscientists have recently discovered that “Social Pain” is dealt with using the same resources, and area of the brain as our biggest fear “Physical Pain”.  In fact at some point today almost all of your CSRs / agents will feel somewhat undervalued, unfairly treated or measured, isolated, uncertain or undervalued and […]

Oxytocin, the key to untapped human performance

“The neuromanagement challenge is to design a work environment in which oxytocin can be released many times during the day.” Kenneth Nowack, Paul J. Zak. As well as Oxytocin reducing levels of cortisol in the body and lowering blood pressure, it’s release naturally enhances a sense of: Optimism Trust Mastery Self-esteem So creating an environment […]

WILL YOU CREATE A BRAIN CENTRIC CONTACT CENTRE IN 2019?

Neuroscientists have recently discovered that “Social Pain” is dealt with using the same resources, and area of the brain as our biggest fear “Physical Pain”. The extensive use of MRI brain scans has scientifically proven that if your employees feel undervalued, unfairly treated or measured, isolated, uncertain or undervalued, they will be experiencing Social Pain […]

How did the New Raspberry Pi perform with Optymyse Brain Centric Wallboards?

Optymyse has been developed on the latest software platforms and is a software only, browser-based product, this means deployment is simple and the choice of compatible hardware options is endless. We recently tested Optymyse using the Raspberry Pie 3 B+, at just £35/$40 Raspberry Pi’s are one of the most cost-effective ways to push your […]

CAN WALLBOARDS BOOST AGENT HORMONE LEVELS?

We all want your agents to be happy, stress free and engaged right? But how can science help us understand how to achieve this, and can changing the way you measure and communicate via your wallboards, really create a better balance of hormones in your agents? If you’re new to SJS and our approach to […]

Do your Wallboards need a SCARF?

We all know the success of any Call or Contact Centre lies with in the agents. That’s why everything you do, every report, wallboard, coaching session needs to move your agents towards their most productive state “Maximise Reward”, also known as “Engagement”. One of the easiest ways to do this is to make sure your […]

SCARF is not a neck warmer!

The SCARF model is one of the most powerful management tools you’ll ever find, because it allows us to understand why our employees work hard or don’t. SCARF has been around for a while, and many large corporations include this type of Neuroscience based training to improve the performance of their managers, but could it […]

Agents or Monkeys?

With a little training a monkey could answer the telephone when it rings and in theory improve your call handling metrics. Of course once the phone is answered the monkey runs out of brain power and would need the complex, powerful and sophisticated human brain to deal with emotion, emphathy, complex processes and deliver positive […]

Brain Centric Contact Centre Environments “Maximise Rewards”

To succeed contact centre owners must guarantee the treatment of their employees is aligned with the organising principles of the brain. Leading brands have been utilizing techniques derived from Neuroscience to attract new customers for years, and more recently this same science is being used to make management techniques and environments “Brain Centric”. So, what […]