It’s been 9 years since SJS deployed Optymyse on an Avaya contact center platform, since that time we’ve had the pleasure of helping many large organisations improve the lives of their agents. But I’m concerned that as Avaya technology moves ever forwards, the main wallboard’s remain the same. Is giving our agents the same dull call handling metrics as we gave them in the 90’s really the best we can do? Read more

Last week I was asked to present “The Art of Selling to Contact Centre Manager” to a group of senior sales people who sell UC, Telecoms, Collaboration and Contact Centre solutions for one of the leading manufacturers. Nothing new there then? Except on this occasion I was surprised when the head of this highly motivated and talented group of professionals told the group that their core technology is just one way to differentiate from the competition, the other is to leverage value added solutions which touch different audiences and focus on real business outcomes. Read more

In the last few months we’ve successfully deployed Optymyse at both UCCE and UCCX sites and we’re delighted with the results. The end of traditional call handling metric wallboard’s is coming! more and more of you are realising that agents want more from your visual communications solutions. Read more

In Hollywood, it’s the stars that make people flock to watch a movie and the movie makers know it. So, who are the stars of customer care in a contact centre? Directors? Managers? Supervisors? Obviously, company processes and ethos does have an impact on the way agents deal with customers but at the end of the day the stars are the agents themselves! Read more

How many times a day do your agents look at the call metrics displayed on the TV screens around your Contact Centre?

If it’s a LOT you might have a problem. If it’s a little, you really have a problem.

Yeah, confusing – here’s what we mean;

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So, you convinced your boss to budget for the upgrade of your contact centre wallboards, and you have had presentations from a few companies, and you choose the templates you liked the look of the most – logical right, like many people you are probably motivated visually and have gone for the slickest presentation, but now your being told if you want to change your templates you need to pay high professional services fees, and if you want more screens you must buy expensive media devices!

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Your customers expect you to deliver the latest innovations in employee engagement technology, we have the tools to exceed these expectations and make you money…

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1. Start by replicating what you have today.

Would you buy a brand new 70inch 4k TV and set the resolution to what you had on your old TV?  Would you buy a new car with parking sensors, switch them off and bump into people in car parks?

Traditional Wallboards don’t improve agent morale because they don’t meet the 3 human needs we all desire.

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A Contact Centre Superstar has the respect and full support of his or her agents no matter how tough it gets.

Contact Centre Superstars always fight for tools which support their agents.

Contact Centre Superstars dare to question anything they feel will damage the well being and positivity of their agents.

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For those of you who’ve not had time to read the latest research into employee engagement here’s the science behind keeping your agents from walking out the door and making the most of the thousands you invest in them.

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