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.

 

What if there was a quick, cost effective way to use technology you’ve already paid for to reduce agent turnover and increase customer loyalty?

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Big, shiny TV’s hanging from the wall represent a position of authority, so making sure they contain the right content is vitual or you’ll kill employee morale stone dead! Read more

What d’ya mean take the call handling metrics off our wallboards!? Are you mad? If that sounds like a strange thing to do read on, if you’ve taken all or most of your call handling metrics off your TV screens, bravo! Read more

I just read a blog entitled “8 Stress Management Techniques for Call Center Agents” and I am not kidding one of the 8 was to and I quote; “Place your head into ice cold water”, surely if things are that bad you’ve got bigger issues than just agent stress.  Here at SJS we’ve got a much “dryer” method for reducing agent stress, sickness and absenteeism. Read more