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 approach? Well according to this study which includes 15 utility companies of varying sizes, there are some clear stand outs and congratulations in order to: Bristol Energy, OVO and Affinity Water.

At the bottom of the league table and where failings seem to lie in basic stuff like “Ease of Contact” we find Npower and Scottish Power. Not only worsed performers but a huge 27% deficit in performance compared to 13th place Utilita.

Customer Satisfaction League Table (using TTi Results)

Rank Name Result
1 Bristol Energy 9.25
2 Ovo Energy 8.78
3 Affinity Water 8.44
4 Anglian Water 8.00
5 Utility Warehouse 8.00
6 First Utility 7.76
7 Unified Utilities 7.50
8 Thames Water 7.00
9 EON 6.77
10 EDF Energy 6.68
11 SSE 6.56
12 British Gas 6.31
13 Utilita 6.25
14 Npower 4.56  ↓27%
15 Scottish Power 4.16

Learn how to use Neuroscience to improve or maintain your CSAT rankings with this free Webinar recording –

To read the full report / source:


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 more engaged and fulfilled making them grateful, giving you what you desire most…..


If you don’t have time to recognise the efforts of your employees, purchase software which does that job for you, even when you forget to.  Replace dashboards and traditional wallboards that focus on what’s going wrong and instead re purpose these TV screens to create SCARF compliant, brain centric content capable of driving and rewarding the behaviour you want. Learn more –


This is an Open Goal!!! And the best news you’ll ever get. In other words, if you start to focus on Employee Engagement today you’ll instantly have an unfair competitive advantage over three quarters of your competitors. Where do I sign? Add to that the joy you and your employees will experience when they start to feel valued, respected and fairly treated. Plus how much easier your job will be with the support, gratitude and respect of your team and surely it’s a no brainer.

P.S. It doesn’t have to be a complicated “change program” you can start by simply asking your employees what they like about working at your place vs others they’ve worked at and what would make them feel more valued?   


Done correctly your employee engagement efforts will pay off at a level you could never have imagined. Your workforce issues will reduce, your costs will drop and your customer rankings will soar.

“Happy Employees = Happy Customers”


Where do most of your costs occur?  Is it IT, office space, marketing, keeping the vending machine stocked? No! It’s your people. So it makes sense that when you meet employee needs your workforce issues start to go away and your company will start save money. 

The best part is when you meet the needs of your employees, your needs will also be met and your life gets easier. There is nothing more tiring and stressful than trying to hit targets when your team are disengaged.

For more about how SJS can help you create brain centric, SCARF compliant environments which support your employee engagement plan, start a conversation with us today –

Thank you to Martin Luenendonk of for sharing these 5 facts and inspiring me to write this blog.

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. When you choose Optymyse not only are you getting the very latest browser-based Screen Designer Technology, along with a super simple deployment process (Cloud or On Premise), you also gain access to our experience along with the very latest research into how the human brain behaves in the workplace.

The combination of Contact Center Experience, Neuroscience and Technology guarantees that Optymyse will outperform any other wallboard solution on the market.

Here are some examples of what you’ll learn when you purchase Optymyse:

• When you use our data integration tools to create a fair and rounded view of agent performance across all activities rather than a one sided, unfair call handling wallboard, the science shows that you’ll meet agent needs by being Fair and increasing their Status, this results in higher engagement, less stress and a higher desire to do well.

• When you use Optymyse Boolean Triggers to reduce unnecessary negative “Calls Waiting” and instead create triggers which combine multiple metrics, not only do you ensure your agents have instant access to the right advice at the right time, the science shows you reduce stress, increase Fairness, Autonomy and Certainty.

• Use our advanced scheduling and guarantee you always make a fuss of agents when they have a birthday, work anniversary, achieve an award or use it to keep agents informed of new product releases, new processes and good news stories. These techniques are scientifically proven to create stronger teams by increasing Relatedness.
Along with triggering training content to appear when agents are not adhering to certain rules and creating a strong feeling of brand belonging, making your contact center SCARF compliant will reduce your most costly and challenging people problems.

If you would like to receive a branded, customized Optymyse wallboard please visit the website, alternatively you can contact [email protected] and request access to our latest webinar “Using Neuroscience to tackle Workforce Issues” , schedule a call back or visit us at

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 agree with either of these then the free webinar SJS is running (3rd of September 2019) is a good use of you time.

This event will furnish you with new, scientifically proven techniques and knowledge and give you the confidence and power to increase human performance, wellness and engagement in any type of helpdesk, call or contact centre environment. We’ll also demonstrate exactly how you can quickly create brain centric environments in a matter of hours.

It’s not rocket science – It’s Neuroscience!

Don’t miss out, places are limited, Register Today!

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, profitability, as well as making the lives of managers a lot easier.

We’ve all read that we need to treat people fairly, respect our employees, support them and make them feel important, but do we all understand the science behind this advice?

First of all the neuroscientist found that those employees who are experiencing any kind of “Social Pain”, for example employees who don’t feel they fit in or who believe they are unfairly treated or undervalued, will deliver their worst performance. These employees are more likely to suffer from mental illness, take time off sick, be disengaged and drag others down with them. Makes sense right? So what does the science show? By using MRI technology to scan the human brain, it’s been discovered that the human brain responds to social pain in the same way it would if the person is being subjected to physical pain! Ouch! Literally. The science also shows that the part of the brain that deals with social pain robs the part of the brain responsible for processing new information and ideas of blood and glucose. Therefore impairing; analytical thinking, creative insight and problem solving.

If like me you’re not a scientist, you’re going to need some help translating these findings into a strategy that will align the way you communicate, measure and support your employees. Thus moving them towards what the scientist call the “maximum reward state”- a state of mind where your team function at their highest levels of efficiency, where their hormone levels are balanced and they feel happy, engaged and are far less likely to suffer from mental illness, leave or take time off sick and are more likely to leave your customers delighted time and time again.

This is where the SCARF model comes in, SCARF stands for Status, Certainty, Autonomy, Relatedness and Fairness, these are the triggers that will allow you to keep your employees in that maximum reward or engagement state and make achieving your goals a reality.

Status: Remove anything that could reduce the importance of your employees, in the world of contact centres this means replacing traditional call handling wallboards with something that measures the performance of your employees throughout the complete lifecycle of their role, including CSAT, and constantly reminds them of how important they are.

Certainty: Reminding your employees that their jobs are safe and that they work for a great company. Many of our customers achieve this by simply using our virtual notice boards as part of their Optymyse Brain Centric Wallboard templates to announce positive company news, it’s as simple as that.

Autonomy: Be open with your employees, include them in your planning where ever possible and make sure your wallboards are transparent and give them the information they need to solve customer problems, not just a bunch of call handling metrics. This approach will also reduce cognitive load and stress.

Relatedness: We are social animals, which means the main reason your employees continue to work for YOU and not someone else is how connected they feel to others at work. A simple solution is to use the Optymyse scheduling feature to upload images of all your agents and set a birthday message to take over 2 thirds of your screens every time someone has a birthday.  Obviously you need to also keep your key real time metrics on the screen and after the message has been published across all screens for the amount of time you desire, Optymyse will revert back to your standard template, this can be repeated a few times a day and also be used for work anniversaries, or to introduce new starters all contributing to a feeling of “relatedness”

Fairness: How fair is it to place large TV screens on the wall for all to see and only measure a small part of your teams role, to let positive feedback and customer success go unnoticed, or not give these positive events the same level of importance? How fair is it to train your agents in the art of delivering customer care and not share how well they are doing this in the same public manor you display how fast they react to a noise and pick up the telephone (a job a chimpanzee could do)?


If you’d like to take a scientific approach to solving workforce issues at your call centre, helpdesk or contact centre, like the sound of higher levels of success and less hassle follow this link and contact a member of our team –

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 of our contact centre employees, which is why I was so delighted with today’s call with SJS Solutions, we gained exactly what we wanted, it proved to be thought provoking and has given us some new ideas and a new angle on how we use our Optymyse Brain Centric Wallboards to improve human performance and wellness.”

SJS Solutions take a unique approach to improving human performance and wellness in call centres, contact centre, sales and helpdesk environments all over the globe, using neuroscience SJS work closely with their clients to ensure they first understand how to create environments which are aligned with the working principles of their employees brains. Then using a scientific approach they empower customers to use their highly flexible wallboard software “Optymyse” to ensure a brain centric, S.C.A.R.F compliant mix of; metrics, intelligent thresholds, messaging and content is delivered to employees.

“We do much more than simply develop outstanding wallboard software; our goal is to educate our audiences to ensure they have the knowledge and tools to create environments capable of improving human performance and wellness. By combining the latest findings into how our brains react to work situations with over 20 years’ experience in Customer Care and CX we help our customers drive real change and improvements.” Stephen Pace, CEO, SJS Solutions Ltd.

If you’re looking for a scientifically proven solution to workforce woes? Click the following link and book a call with a member of our team –

About SJS Solutions Ltd: Founded in 2001 SJS Solutions have dedicated over 18 years to the improvement of human performance and wellness at call centres, contact centres, help desks and sales desks across the globe. Using a unique scientific approach, combined with the only Brain Centric Wallboard Solution in the world ( SJS deliver the tools to create brain centric environments capable of solving expensive workforce challenges, reducing costs and increasing profits. Optymyse is the only wallboard solution scientifically proven to reduce workforce problems.

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 will therefore experience “Social Pain” themselves. It’s not always easy to see this happening, plus a lot of this is happening in the subconscious, you need to be very perceptive which is hard to do when you have so many other challenges to deal with. However the fact remains that any agent who has any of these negative feelings will be in what neuroscientists call the “Minimise Danger State“, a state where oxygen and glucose from their blood is unnecessary used up, forcing their brains to divert resources away from the working memory function, responsible for processing new information and ideas. Therefore impairing; analytical thinking, creative insight and problem solving. This downwards spiral then accelerates as agents in this state deliver poor performance, take less calls and creating more customer complaints resulting in more work for managers and supervisors, and less time to be perceptive and sensitive to your agents wellbeing.

This is why at SJS we don’t simply deliver innovative technological solutions to enhance call and contact centres, instead by combining our advanced wallboard design software “Optymyse” with FREE science based consultancy services, we give you the tools to understand the science behind Human Performance and create Brain Centric Wallboards and environments, capable of increasing agent wellbeing and performance.

Contact us today and we’ll share with you the very same science backed techniques many organisations are paying tens of thousands in consultancy fees to obtain. All we ask is that you’re open minded and ready to challenge traditional metrics and agent performance measurement tools.

“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 where the production of Oxytocin is actively encouraged, will increase Human Performance and Wellness, and help you become a more Brain Centric organisation.

Neuroscience experiments have identified eight classes of organizational and leadership practices that promote the release of oxytocin, and they are all related to trust; a vital requirement for any business to succeed. A trust culture increases productivity, engagement and the retention of high-performing talent.

In the world of visual communication trust can be improved by simply sharing more information with employees, instead of only displaying call handling metrics. Start to share metrics from other sources such as CSAT and NPS, introduce virtual noticeboards to allow the transfer of important information and make sure you include positive triggers to recognise great performance.

Social recognition in humans causes the brain to release oxytocin, which then induces the brain’s reinforcement learning chemical, “dopamine”, to be released. Dopamine is part of the brain’s learning circuit, reinforcing behaviours and therefore reducing errors and improving human performance.

Trust is a key driver for Employee Engagement, Satisfaction and the production of Oxytocin

To encourage Oxytocin, increase Human Performance and Wellness, and become a more Brain Centric organisation, Contact SJS Today

 (Kenneth Nowack is a psychologist and president and co-founder of Envisia Learning and Ofactor Inc., a management consulting firm. Paul J. Zak is founding director of the Center for Neuroeconomics Studies and Professor of Economics, Psychology and Management at Claremont Graduate University and also the chief research officer and co-founder at Ofactor.)

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”. The extensive use of MRI brain scans has scientifically proven that if your employees feel undervalued, unfairly treated or measured, isolated, uncertain or undervalued, they will be experiencing Social Pain and therefore be in what neuroscientists call the “Minimise Danger” or “Threat State”. No biggie right? Wrong, these same scientists have proven that anyone in this state, anyone who is experiencing Social Pain, will be using up high levels of oxygen and glucose from the blood. Forcing the brain to divert resources away from the working memory function, responsible for processing new information and ideas, therefore impairing; analytical thinking, creative insight and problem solving. The very skills your agents need to meet customer needs, and deliver high levels of customer satisfaction.

The findings of this scientific research impact all employees no matter what industry, role, age, sex or race.

So, you have a call or contact centre and you want your agents to be happy, you want them to be engaged, healthy and motivated to do what is expected of them? How can you use science to make sure firstly your existing wallboards are not doing more harm than good, and you create brain centric wallboard templates in the future?

SJS offer one on one, remote consultancy sessions with contact centre managers / owners, who wish to create brain centric wallboards and agent environments. These sessions include analysis of existing wallboard designs, with tips on how to modify these designs to avoid pushing agents into the “Minimise Danager” State and towards the “Maximise Reward State”.

Contact [email protected] to set up your session.

Optymyse has been developed on the latest software platforms and is a software only, browser-based product, this means deployment is simple and the choice of compatible hardware options is endless.

We recently tested Optymyse using the Raspberry Pie 3 B+, at just £35/$40 Raspberry Pi’s are one of the most cost-effective ways to push your Optymyse Brain Centric Wallboard Designs onto large screens/displays.

Our customers have had great success with other Raspberry Pi Models, and the latest model (Raspberry Pi 3 B+) is perhaps the most impressive version yet.

The Raspberry Pi Foundation released a new and improved Raspberry Pi 3 last year, bringing improved networking and performance, making this tiny microcomputer even more attractive, what’s even more impressive is that the price point of the Raspberry Pi hasn’t changed at all.

While the design might not have changed all that much, the main improvements are: an obvious increase in speed and faster networking. The speed boost to networking makes certain operations much less of a chore than with previous Raspberry Pi devices.

With regards to displaying your Brain Centric Wallboard designs onto the Raspberry Pi 3 B+, first you need to create a display in Optymyse, a unique URL is created, which you then put into the browser on the Raspberry Pi, it’s that simple.

From an Optymyse point of view the Raspberry Pi’s increase in speed, will make transitions, animations, videos and scrolling messages smoother, allowing you to get really creative when building engaging templates, plus at that price you can stock a spare or two so you know you’ll be prepared, should any of the live devices fail, leaving your CS Managers without their beloved Optymyse Wallboards!

In conclusion the Raspberry Pi 3 B+ is a low-cost device that can act as a fully-functional desktop PC. In terms of value for money, it’s simply unbeatable, and it’s an easy-to-recommend upgrade. Still dirt cheap and now faster than ever.

Pi 3 B+ Model gets a thumbs up from SJS Solutions!

Lastly, if you’re a bit of a Raspberry Pi obsessive, you will look forward to the new Raspberry Pi 4, reportedly releasing this year. We look forward to testing this with Optymyse in the future. In the meantime to keep up to date with Raspberry Pi 4’s release date and new features, click the following: and to learn more about Optymyse and how our Brain Centric Wallboards can maximise the performance of your call or contact centre, visit our website: