Creating certainty in uncertain times

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 …

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3 more Police Authorities swap standard control room wallboards for Optymyse.

Some say bad things come in threes, not in this case, SJS are delighted to have started new journeys with 3 more of the UK’s Police Authorities taking our total to 12. Thanks in part to a strong relationship with Unify which goes back over a decade, SJS have had the pleasure of helping UK Police forces to better understand the science behind employee engagement, stress and performance. This in turn has meant higher levels of call handing performance while keeping the wellbeing of offices at the forefront of what we do. In addition to the unrivalled levels of flexibility and functionality provided as part of the Optymyse visual mental health and wellness solution, I believe it’s the educational and support element that delights our police customers more than anything else we do. Demonstrating the scientific evidence which supports a …

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Eradicate illness and build happier lives

If you want happier, zero conflict relationships with your boss, husband, wife, boyfriend, girlfriend and colleagues you need to first become more self-aware. Science is now able to demonstrate that regular meditation, especially meditation which helps us become aware of negative learned behaviour, and gives us an approach to become better at noticing negative habits; how we react to situations, what we say, and how our bodies behave, has a powerful, positive impact on our mental and physical health. But, it doesn’t stop there, how you treat others will also change, creating a positive knock-on effect enjoyed by family, friends and work colleagues.  Although meditation has become more acceptable of late, many people still frown at these so called new-age* techniques. If you have doubts, I suggest you simply choose a negative emotion you’d like less of in your life, …

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Are you happy with the levels of happiness in your contact centre?

No matter how much you automate, running a contact centre is still about people and we all know that when people are happy, they deliver more in less time and customers are more likely to recommend you to others. But, how do you know if your people are happy and what can you do to elevate this emotion in your contact centre? Firstly, thinking your employees are happy because they get paid is a big mistake! Yes, we all need to earn some money to live, but there is no doubt that the best people will stay with you because of the way you and your brand make them feel, not the pay check. Before we can think about ways to increase happiness, we need to understand what makes happiness occur, and for this we need to look at the …

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