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.

 

 

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?”

Click Here to book a call with us.

 

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