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:  https://www.techworld.com/developers/raspberry-pi-4-release-date-new-features-3673222/ 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: https://www.sjssolutions.com/optymyse/

We all want your agents to be happy, stress free and engaged right? But how can science help us understand how to achieve this, and can changing the way you measure and communicate via your wallboards, really create a better balance of hormones in your agents?

If you’re new to SJS and our approach to wallboards, you may find these claims quite hard to believe, but if you’ve been reading our blogs, following us on LinkedIn or have watched the new series of videos on YouTube you’ll know that we use science to create what we call Brain Centric Wallboards. All Optymyse templates have been created with the human brain in mind, we do this because even small improvements on Human Performance result in impressive improvements in profitability. So what does this have to do with hormones? Well, you’ll need to read more, request a consultancy call or subscribe to our YouTube channel or facebook to learn more. Our brains produce hormones based on our experiences, and we are constantly checking for certain triggers (SCARF) to determine what state we are in; if we feel included, significant, valued and part of a tribe. Our brains produce hormones like Serotonin, sometimes called the happy chemical, because it contributes to wellbeing and happiness.  If however the way you measure and communicate with agents is considered unfair and there is a lack or tribe in your contact centre, your brain will move you to the “Minimise Danger State” were your productivity and ability to perform will be impaired drastically.

As managers, we all want better performance from our teams, here at SJS we simplify the science that will allow you to understand how to use tools like Wallboards, to drive higher levels of performance by aligning content with the organising principles of the human brain.

To learn more – Set up a Consultancy Call, follow us on FB or subscribe to our YouTube Channel.

We all know the success of any Call or Contact Centre lies with in the agents. That’s why everything you do, every report, wallboard, coaching session needs to move your agents towards their most productive state “Maximise Reward”, also known as “Engagement”.

One of the easiest ways to do this is to make sure your wallboards are brain-centric and pass the SCARF test.

Status – Am I valuable?

Certainty – What happens if?

Autonomy – Do I have control?

Relatedness – Do I belong (tribe)?

Fairness – Am I treated fairly?

To review your wallboards and learn how to move your agents towards their most productive state, and away from the “Minimise Danger” state. Contact SJS and arrange your FREE consultancy session.

Consultancy sessions are one to one and take place every Tuesday and Thursday.

The SCARF model is one of the most powerful management tools you’ll ever find, because it allows us to understand why our employees work hard or don’t.

SCARF has been around for a while, and many large corporations include this type of Neuroscience based training to improve the performance of their managers, but could it also be something customer service managers can use to build more successful call and contact centres?

The research is based on the study of the brain, so unless you are recruiting aliens or monkeys to man the phones, you’ll find understanding SCARF will help you and your agents be more effective, happier and more engaged.

At SJS we use scientific studies into Neuroscience and Human Behaviour to ensure our customers understand the impact the metrics and content they place on TV screens, wallboards if you like, are aligned with the principles of SCARF. We do this because we know how traditional wallboards are perceived by agents to be a direct attack on their Status, how they do little to increase Certainty, Autonomy or Relatedness and how they represent an unFair view of their performance as customer service representatives.

Get your Wallboards checked against SCARF today!

 

Until recently there was no evidence to suggest there was anything wrong with traditional call handling wallboards. However in recent studies, leading Neuroscientists have now discovered that to extract the best from employees (agents), all forms of measurement and communication must be aligned with the organising principles of the brain, or they will have a detrimental impact on performance.  In the case of traditional wallboards, which measure the least complex part of an agent’s job, answering the telephone, the science is clear; traditional wallboards move agent towards what neuroscientists call the “Minimise Danger” State, a state where we deliver our worst possible performance and where the highest levels of disengagement occur.

So what’s changed and how can you align your wallboards with the organising principles of the brain? Well first of all SJS Solutions is the only Wallboard Software Company to specialise in the creation of Brain Centric Wallboards, meaning all of our customers receive free advice in this area, plus unlimited access to more than 20 Brain Centric Wallboard Templates. If you’d like to learn more contact me directly or visit www.sjssolutions.com

So what’s changed? First off near or real-time call handling metrics have been around for quite some time and although the way this data is used has improved in the last 25 years, wallboards seem to have been left in the past.  Nowadays the focus has shifted from voice of the customer (VOC) to voice of the employee (VOE), but what many businesses struggle to grasp is what changes need to happen to become more VOE focussed, and benefit from the increased profitability the companies who have already mastered Employee Engagement are enjoying.

Using MRI brain scan technology, Nueroscientists have discovered that the human brain uses the same circuits to deal with Social Pain as it does when we are experiencing Physical Pain. Think about that for a minute, any of your agents who feel undervalued, unfairly measured, unsupported or not part of a tribe, will be experiencing Social Pain and this places them in the “Minimise Danger” state. The good news is the clever Nueroscientists have worked out what triggers Social Pain and it’s pretty simple really.

Social Pain was never a thing when traditional wallboards were first developed, but today moving your agents away from pain and towards what the scientists call the “Maximise Reward” state is the ONLY way you can extract more from your agents. I know from running contact centres myself, you can’t keep asking your boss to sign off more resources and spend more and more money each time your SLAs slip or CSAT scores drop. You have to get the most out of the people you’ve got in front of you right now, and the way you do that is to make sure you keep them in the right state and avoid any form of communication or measurement that will be considered to be unfair. For example; wallboards displaying performance measurements for what is essentially a tiny percentage of what an agent does, forgetting to recognise great performance or missing the chance to create a feeling of belonging to a tribe. I’m not saying taking a new brain centric approach to your wallboards will solve all of your resource problems, but I can say it’s a cost effective way to start to send out the right messages and being so visual will trigger improvements elsewhere.

For a free Wallboard analysis or to learn more about Optymyse – The Home Of The Brain Centric Wallboard, contact SJS Solutions today.

 

With a little training a monkey could answer the telephone when it rings and in theory improve your call handling metrics. Of course once the phone is answered the monkey runs out of brain power and would need the complex, powerful and sophisticated human brain to deal with emotion, emphathy, complex processes and deliver positive customer experiences. Why then, do so many contact centre managers insist on displaying TV screens filled with Call Handling Metrics and nothing else?

Take a minute to think about how insulting a traditional wallboard really is to your agents, firstly you’re only measuring how fast they can do the job of a monkey, at no point do you share how well they performed the complex tasks which took place on the call. Secondly you’re reminding a person who applied to be a call centre agent, knowing the job involves answering the phone, to..well answer the phone!

Agents know they need to answer the phone but we insist on telling them how badly this “basic task” is being performed, in as many ways as we can (longest wait, avg wait, abandonded calls, SLA, TSF etc etc….). None of these metrics will allow your agents to get to the next call any faster than they could if you just told them how many calls are waiting.

I’m not saying a one metric wallboard is the answer, but the neuroscience proves that the over use of call handling metrics and lack of other content, will damage morale and misses the point.

At SJS we use the latest Neuroscience to ensure your wallboards respect, recognise and support your agents, moving them towards engagement, trust and happiness in your organisation.

Click here to learn about the science behind Brain Centric Contact Centres.

 

 

To succeed contact centre owners must guarantee the treatment of their employees is aligned with the organising principles of the brain.

Leading brands have been utilizing techniques derived from Neuroscience to attract new customers for years, and more recently this same science is being used to make management techniques and environments “Brain Centric”.

So, what about Call Centres, Customer Care Centres, Helpdesks and Contact Centres? Can our industry benefit from being more brain centric? You bet it can.

The one thing that is constant across all industries is the human brain and the way it works, from CSR to CEO we all have the same basic needs, and all make decisions using the same organising principles.

Using undeniable MRI technology neuroscientist’s have shown how the human brain can be moved towards the “Maximise Reward” State, also known as Engagement, and what needs to be done to avoid pushing employees towards their most unproductive state, known as the “Minimise Danger” State.

The research proves that the state a person is in has a dramatic impact on their performance, this is why SJS don’t subscribe to traditional wallboards, and instead are the only contact centre software company to deliver the tools required to create brain-centric contact centre environments.

Known as the SCARF model, neuroscientist’s have discovered 5 environmental factors which the human brain is monitoring, mostly below consciousness, every second of every day. Every action managers take; every report, performance review, every metric, threshold, message on your wallboards and every coaching session, will either support or undermine the perceived levels of status, certainty, autonomy, relatedness and fairness.

Let’s look at each factor in turn:

Status: Brain scans captured through MRI (see above image) show the same area of the brain is used to deal with Physical Pain, as is used to deal with Social Rejection. So what we’re saying is if your agents feel excluded, undervalued or treated unfairly in any way they will be experiencing pain and are unlikely to tolerate this for very long, are more likely to take time off sick and certainly won’t perform at their best.

Certainty: The same research shows that any form of ambiguity creates the “Minimise Danger” response, therefore placing your agents into their most unproductive state.

Autonomy: This plus a whole host of other studies show that stress levels increase dramatically when we don’t know what to do, this is certainly true for your CSRs who are already operating in a high stress environment.

Relatedness: The brain perceives people we have not met before as a threat. Using wallboards to help create strong bonds at work is a great way to reduce stress and increase performance.

Fairness: Fairness activates the “Maximise Reward” circuit; anything considered to be Unfair like Traditional Wallboards which only measure agent performance up to the point they answer the phone, a task a Monkey can do, will activate the “Minimise Danger” circuit.

Your Wallboards represent a huge untapped opportunity to ensure you encourage your agents to be in their most productive state, and yet many traditional wallboards metrics actually push agents towards the “Minimise Danger” state. This is because they unfairly measure performance, exclude content likely to reduce uncertainty or increase autonomy, miss the opportunity to increase relatedness and damage agent status by undervaluing them.

By aligning Optymyse templates with the SCARF model and offering free consultancy we only deliver brain-centric-wallboards. If you’d like to use your wallboards to move your agents to the “Maximise Reward” State, experience lower levels of staff turnover and absenteeism plus higher levels of productivity, Contact SJS Solutions Today.