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

In most cases a new contact centre or help desk solution will deliver considerable benefits over legacy systems, but does purchasing new technology guarantee success in your organisation? Read more

If you’re looking for a way to get the attention of prospects, give your proposal the edge and make sure your pitch is never forgotten, we have the solution…

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Phrases like Customer Excellence, Customer Experience, Customer Satisfaction, Customer Delight and Voice of the Customer have been ringing in our ears for over a decade and now it’s the turn of the agents, the employees.

But what is Employee Engagement and why should you care? Well it’s one of the key drivers behind Employee Satisfaction and a move away from VOC towards Voice of the Employee. Read more

Employee Satisfaction is driven by many things, Engagement being one of the key drivers, but what can you expect in return for more focus on your employees and less focus towards your customers…. Did I just write that, yes LESS customer focus. Read more

By now most people are aware that organisations with high levels of employee engagement are enjoying 10% higher customer ratings, 22% higher profitability, and 21% better productivity, that’s according to a huge study by Gallup plus a big serving of common sense, but how can you start to enjoy these improvements right away? Read more

If you really care about your people and your customers, and you want 2018 to be your most successful year on record, read on…. Read more

Analytics is big business, but what message are you sending your employees when you display management information on TV screens, and what impact does it have? Read more

Making employees happy may well have been proven to be one of the most effective ways to make your organisation more profitable and successful, but what if you don’t have the funds to follow Employee Happiness Guru Tony Hsieh’s advice, and employ an employee happiness officer to monitor employee engagement and make sure everyone is contributing to a common goal? Read more

Technology can be great and in most cases a new support desk, CRM or contact centre solution will deliver considerable benefits over legacy systems, but does purchasing new technology guarantee success?

Absolutely not! Read more