Entries by Sarah Brady

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 […]

Nothing Good Came of New Technology

Optymyse is one of our longest running products, now on version 5.2 with a brand new release due in October 2018. It started life in 2004 and simply allowed call handling metrics to be viewed on a TV in real time. Why did it sell? Simple, it allowed agents and supervisors to see the demand […]

Every Time An Agent Walks, Profits Drop

Running a successful BPO company is all about your employees, keep them longer than your competition and you’ll deliver more consistent service than they can. Ensure your employees are engaged, motivated and informed and you will generate more revenue for your customers.

What should I replace my Call Handling Metrics with?

I have previously mentioned about the damage negative metrics will do to agent morale, and which are the worst metrics – https://www.sjssolutions.com/save-thousands-by-removing-call-handling-metrics-from-your-wallboards/  Today I’d like to give you some ideas for more engaging metrics.

Why is Optymyse more expensive than a traditional wallboard?

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 help companies create wallboards that drive success […]

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

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”