What d’ya mean take the call handling metrics off our wallboards!? Are you mad? If that sounds like a strange thing to do read on, if you’ve taken all or most of your call handling metrics off your TV screens, bravo!
I just read a blog entitled “8 Stress Management Techniques for Call Center Agents” and I am not kidding one of the 8 was to and I quote; “Place your head into ice cold water”, surely if things are that bad you’ve got bigger issues than just agent stress. Here at SJS we’ve got a […]
Phrases like Customer Excellence, Customer Experience, Customer Satisfaction, Customer Delight and Voice of the Customer have been ringing in our ears for over a decade and now it’s the turn of the agents, the employees. But what is Employee Engagement and why should you care? Well it’s one of the key drivers behind Employee Satisfaction […]
Employee Satisfaction is driven by many things, Engagement being one of the key drivers, but what can you expect in return for more focus on your employees and less focus towards your customers…. Did I just write that, yes LESS customer focus.
By now most people are aware that organisations with high levels of employee engagement are enjoying 10% higher customer ratings, 22% higher profitability, and 21% better productivity, that’s according to a huge study by Gallup plus a big serving of common sense, but how can you start to enjoy these improvements right away?