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 on their resources and what agents were doing in real time. Fast forward 14 years and supervisor tools are advanced enough that wallboards are no longer needed to give them the metrics they need, instead they can carry this information with them on a mobile device (OptyView), so what are the wallboards for?

Wallboards are for agents, and as such, should do much more than keep them abreast of call volumes and resource availability. This is backed up by a whole raft of research in areas like Employee Engagement, Human Behaviour and Neuroscience, yet based on the conversations with Customer Service Managers and Contact Centre Solution Vendors every day, it’s estimated that less than 10% of contact centres are utilising the latest advances in the Optymyse software along with the latest research, to help solve expensive problems like high staff turnover, absenteeism and low customer satisfaction.

At SJS we’re doing all we can to change this by offering Free Employee Engagement and Wallboard Design Consultancy, plus Wallboard Design Review Sessions and over 20 Professionally Design Templates that customers can access at any time. But there is still a lot more that needs to be done to stop the damage being caused by traditional wallboards, so whatever software you need or want to upgrade or replace, ask yourself these 3 questions:

“Am I willing to change and use the software in a way that will deliver the best possible business outcomes?”

“Does my vendor know enough about my company to offer me the best possible solution?”

“Can I trust my vendor to sell me solutions that will support and extract the best from my employees?”

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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. Read more

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. Read more

Attention SJS Customers & Partners!

We have now changed our US & UK Telephone numbers. Read more

Oh the joys of Call Handling Metrics! Yes used correctly they are useful, but in most cases I see they are not used in a positive manner. Here are some ideas to help you create a more rounded view of performance, which should focus your agents on things that matter, just as much, if not more than answering calls, while creating a more enjoyable wallboard experience and higher levels of employee engagement. Read more

Customers who invest in employee engagement are 4X more profitable than those who don’t. SJS have now developed a simple way for you to use employee engagement to win more contact centre tenders… Read more

There are companies who will tell you displaying a bunch of call handling metrics on a TV screen will improve your contact centre. If you know anything about agents, people and human behaviour you’ll know traditional wallboards don’t work. That’s why we’ve created a 3 step process, to help companies create wallboards that drive success as well as the software to develop advanced templates.  Read more

According to Forbes caring for a small tree on your desk can reduce stress. Read more

One Employee Engagement and Performance Management company recently published a blog telling us to cover the boardroom with bubble wrap and invite employees in to de-stress. Unfortunately, this would not work in a call or contact centre, because your agents are….well…”working” Read more

Please be on the lookout for a fraudulent email from an SJS email account. One of our employees has had their account compromised today, so be on the look out for emails asking you to review and sign a document. This is not from SJS!!

Please accept our sincere apologies, we are taking steps to ensure that this doesn’t happen again.