Creating certainty in uncertain times

by

I recently sat down with Steve Pace – SJS Solutions CEO – and asked him a really difficult question. I asked him how he feels organisations can create certainty in uncertain times. Our industry, like many others, is facing unprecedented stresses and challenges as a result of the devastating impact of COVID-19. We know that our clients are facing challenges never faced before. This is all leading to huge amounts of uncertainty. The impact that uncertainty has on employees simply cannot be underestimated. Uncertainty causes an increase in social pain. When you increase pain, you increase the production of stress hormones, which increases stress, decreases productivity, increases disengagement, increases sickness… the list goes on and on and the cycle is unstoppable. Before we could address my question, we needed to establish what we mean by term “Certainty.” At SJS, everything …

Read More

Never miss an opportunity to praise your team…

by

Contact Centres are not easy places to work at, even when you’re working remotely. There’s a lot of systems to understand, knowledge to hold in your brain and stress from KPIs and customer dissatisfaction. So, when you get the chance to praise your team you must take it! Unfortunately, with remote working being so common its hard to be in the right place at the right time to give praise to people. Here at SJS we know how important recognition is, in fact its one of the key drivers for employee satisfaction, that’s why with our Digital Engagement Solution “Optymyse” we’ve made it easy for you to set up fun, engaging and motivational triggers based on KPI performance. Here’s how it works, simply select an image or animation you’d like to appear on your agents desktop or wallboards and using …

Read More

WFM data makes agents feel good…

by

Here’s a scenario that I am sure all agents are familiar with, sickness is high and its particularly busy. In this scenario it’s common that traditional wallboards and dashboards will have triggers set up which display several warnings and alerts meaning lots of stress and feelings of disappointment for the agents who did turn up for work. This is because most traditional visuals only pull metrics from your contact centre solution and the warnings they display don’t take WFM into account. As you can imagine, this is a very unfair way to treat people and it’s likely to cause employee dissatisfaction and disengagement. One solution and something our clients have done in the past is to pull data in from your WFM system and only trigger KPI alerts if you have enough resources to achieve them, sounds fairer and less …

Read More

SJS Solutions named supplier on G-Cloud 13 Framework

by

SJS Solutions Ltd (SJS), the Digital Employee Experience specialist, has been named as a supplier on the UK Governments’ Crown Commercial Service’s (CCS) G-Cloud 13 framework. Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services. In 2021/22, CCS helped the public sector to achieve commercial benefits equal to £2.8 billion – supporting world-class public services that offer best value for taxpayers. SJS, founded in 2001, which already provides its services to almost half of the UKs Police Authorities, has been working with public sector organisations since 2009. SJS Solutions’ unique employee engagement, wellness and performance services along with their Digital Employee Engagement Solution “Optymyse” are now available via the G-Cloud 13 framework. If you have a desire to improve mental health, employee performance and engagement and want to learn scientifically proven …

Read More