About Sarah Brady

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So far Sarah Brady has created 48 blog entries.
18 Jul 2018

What should I replace my Call Handling Metrics with?

2018-07-18T15:35:00+00:00July 18th, 2018|

I have previously mentioned about the damage negative metrics will do to agent morale, and which are the worst metrics –  Today I’d like to give you some ideas for more engaging metrics.

10 Jul 2018

Save thousands by removing call handling metrics from your wallboards

2018-07-10T16:02:44+00:00July 10th, 2018|

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

2 Jul 2018

Want to start New conversations with New audiences and make your tenders stand out?

2018-07-02T14:45:08+00:00July 2nd, 2018|

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…

26 Jun 2018

Why is Optymyse more expensive than a traditional wallboard?

2018-06-26T12:59:51+00:00June 26th, 2018|

There are companies who will tell you displaying a bunch of call handling metrics on a TV screen will improve your contact centre. If you know anything about agents, people and human behaviour you’ll know traditional wallboards don’t work. That’s why we’ve created a 3 step process, to

21 May 2018

Sorry, I can’t hear you over the Bubble Wrap

2018-05-21T12:22:20+00:00May 21st, 2018|

One Employee Engagement and Performance Management company recently published a blog telling us to cover the boardroom with bubble wrap and invite employees in to de-stress. Unfortunately, this would not work in a call or contact centre, because your agents are….well…”working”