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 […]
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 […]
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 […]
Until recently there was no evidence to suggest there was anything wrong with traditional call handling wallboards. However in recent studies, leading Neuroscientists have now discovered that to extract the best from employees (agents), all forms of measurement and communication must be aligned with the organising principles of the brain, or they will have a […]
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 […]
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 […]
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 […]
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.
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.