Blog

After 30 years working in and around contact centres and the companies which sell tech to them I have the answer. It’s painfully simple, but because it requires dealing with subjects most contact centre vendors, their partners and IT managers are ill equipped to deal with, it’s often missed or not given the attention it […]

Relationships at work are incredibly important. Humans crave social contact and connection with other people. Unfortunately, for many contact centre employees, work can be a lonely place where the pressure of meeting SLAs, call handling KPIs and adherence targets make being social almost impossible. Add traditional “ You’re here to work not make friends” management […]

New figures from TTi Groups’ 24 Month Bench Mark Report suggests that Utility Companies which offer solid traditional contact centre services are at an advantage to those trying to push customers to use new technology. So who’s been getting the basics right and delivering the best Customer Satisfaction and who needs to consider a back-to-basics […]

75% OF EMPLOYEES QUIT BOSSES, NOT JOBS Even if you manage a small team, when you align the way you; measure, manage and motivate them I guarantee you’ll uncover hidden potential which will allow these employees to achieve more than they ever imagined, by doing so they will surprise you. As they grow they become […]

So what if Optymyse is the world’s most flexible contact center wallboard software? Does that mean it will help you tackle costly issues like absenteeism, stress, employee disengagement and staff churn? YES! SJS have been optimizing contact centers since 2001, before this our founder was managing, auditing and optimizing contact centers all over the world. […]

Are you a Contact Centre or CX Pioneer? If so, do you agree with Sir Richard Branson and believe putting your employees first is the quickest way to reach your goals and beyond? Or are you just fed up of dealing with lack luster employees, absenteeism, disengagement or the hassle of replacing agents? If you […]

Every business on the planet wants to increase employee engagement, reduce absenteeism and mental health issues and create environments which are capable of improving human performance and wellness. We all know when our employees are happy their lives, our lives and the lives of our customers are better, this results in the best customer satisfaction, […]

Michael Jeffares, Service Operations Manager responsible for the Unify OpenScape Contact Centres used by The Driver and Vehicle Standards Agency (DVSA) customers told SJS Solutions, the developers of the world’s first Brain Centric Wallboard Solution; “DVSA are always open to innovative ways to improve both the service we provide to our customers and the well-being […]

Did you know that Neuroscientists have recently discovered that “Social Pain” is dealt with using the same resources, and area of the brain as our biggest fear “Physical Pain”.  In fact at some point today almost all of your CSRs / agents will feel somewhat undervalued, unfairly treated or measured, isolated, uncertain or undervalued and […]

“The neuromanagement challenge is to design a work environment in which oxytocin can be released many times during the day.” Kenneth Nowack, Paul J. Zak. As well as Oxytocin reducing levels of cortisol in the body and lowering blood pressure, it’s release naturally enhances a sense of: Optimism Trust Mastery Self-esteem So creating an environment […]