£25,000 Give Away!

On the 27th July myself and SVP of Customer Service for FedEx will uncover the science behind contact centre success. This masterclass is for contact centre professionals who want to learn the science behind employee behaviour in call and contact centres, as well as simple techniques to increase agent happiness, loyalty and satisfaction.

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In recent months, our emergency services call and contact centres have been under great strain, offices dealing with emergency and non-emergency calls must think on their feet and when a major incident is underway that is extremely stressful, it will often result in an increase in staff turnover and rising overheads.

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Figures show that failure to keep employees happy and engaged is costing the UK call centre industry as much as £2.3 billion every year.

The No1 challenge facing contact centres today is: Employee Turnover.

At average 26% turnover rate a 100 agent contact centre spends £160,000 each year on recruitment and retraining.

It’s a huge number and a growing problem for contact centres.

What’s causing it?

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Optymyse Advanced Wallboard Technology is a completely new way to ExciteEngageMotivate and Retain your contact centre agents. It’s time to remove the stigma surrounding traditional contact centre wallboards and start giving agents the information and support they crave in a fresh new way.

Every 60 seconds a call centre in the UK loses an agent, why?

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Why attend?

As part of this webinar we will be joined by 2 of ShoreTel’s most experienced and well known Contact Center Design Specialists from their HQ in the USA. Together we will discuss the importance of sharing customer feedback with agents as well as show you exactly how to use ShoreTels’ After Call Survey Feature to engage, motivate and empower contact centre agents.

 

Who should attend?

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If you sell contact centre solutions, you will know that the products and services you offer are probably not that different to those of your competitors, you will also know how hard it is to convince prospects that you are in fact different.

There is nothing wrong with the products and services you offer, the problem is your competitors are offering the very same solutions, and although you can wrap them differently and try to differentiate using service, reputation and location, you could be missing something…

It’s too easy to focus all your efforts selling the tech you know well and less time offering your audience ways to achieve their personal goals.

There is a reason why the world’s biggest brands sell dreams not products and services.

Let’s take contact centre managers as an example, what do you think their personal goals are?

Advanced IVR, lower TCO, a more resilient server? Or is earning the respect of their agents something they would get excited about, or being able to leave work on time every day?

Building connections is how you become more successful and that’s why when we enhance contact centres using Optymyse Advanced Wallboard Technology our focus is always on making agents happier, because we know how hard it is for CS Managers to succeed without the respect of their teams.

By working with SJS you will have access to the knowledge you need to make emotional connections with Customer Service Directors, HR Managers, and Contact Centre Managers.

Join SJS today and become the seller of dreams. RESELLER APPLICATION FORM.

Every day more than 700 agents walk out the door of UK contact centres.

It’s time to abandon traditional wallboard technology and give agents what they crave.

By combining a consultative approach with Optymyse Advanced Wallboard Technology, SJS Solutions give Unify Contact Centre Solutions Providers the tools to solve their customers most expensive problem. Read more

How do you measure the performance of a company? Is it the sales revenue or the market share? Is it the profit, the ROI or shareholders value? Sure, they are adequate indicators of a company’s success, but there’s a major driver for performance that often remains overlooked – the happiness of its employees. Read more

A report from the Chartered Institute of Personnel & Development determines that the average cost for replacing call centre staff is £6,125 per agent. At the industry recognised 26% turnover rate per annum your contact centre is completely changing staff every four years and it’s costing as much as £2.3 billion annually.

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There are so many ways an organisation could be unintentionally driving good employees out the door. No matter what type of team you manage one thing is for certain; don’t align tech with employee needs and you’ll struggle to increase employee satisfaction.

If we take how call center and contact center technology is used, there are many ways our best intentions can cause unnecessary stress to our most valuable employees, agents. Read more