19 Apr 2017

Boosting Company Performance: The Positive Impact of Keeping Your Employees Happy

2017-08-18T15:36:00+00:00 April 19th, 2017|

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

13 Apr 2017

Is your tech unintentionally causing employees to leave?

2017-05-10T12:54:06+00:00 April 13th, 2017|

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

12 Apr 2017

Valuable enhancements to ShoreTel CONNECT Cloud Contact Centre Solutions

2017-04-12T14:13:10+00:00 April 12th, 2017|

Since 2009 Contact Centre Optimisation experts and developers of Optymyse Wallboard software have been helping ShoreTel customers improve their Contact Centre environments, more recently they have developed their product to connect seamlessly to ShoreTel’s new Connect Cloud platform

15 Mar 2017

5 Cost Effective ways to reduce Agent Attrition in your Contact Centre

2017-03-15T17:22:51+00:00 March 15th, 2017|

Yesterday I spoke to 2 very different Contact Centres one was a low tech, high agent turnover centre which changes their entire team every 9 months at a cost of almost a million pounds a year, and the other was a medical insurance company

13 Feb 2017

What the world’s most expensive adverts can teach you about agent disengagement

2017-02-13T16:21:31+00:00 February 13th, 2017| spent $2.4 million advertising their web hosting business back in 2004. Chump Change compared to Ferrari and Honda (my favourite) who dramatically upped the game with $4.5Million and $5.5Million respectively.

27 Jan 2017

CEO Stephen Pace talks about contact centre wallboard best practice & disengagement

2017-04-03T11:07:55+00:00 January 27th, 2017|

Optymyse Advanced Technology delivers the perfect blend of metrics from any source, and information in a fresh and friendly format designed to solve agent disengagement and get the best from your contact centre agents.

24 Jan 2017

How to use TV screens to solve Agent Disengagement

2017-04-11T16:26:38+00:00 January 24th, 2017|

The only way a good Call Centre Manager can get value from the TV screens dotted all over their contact centres is to ensure the content is useful to their Agents.  After all, it’s them that spend the day looking at it…

1 Dec 2016

Solving the agent disengagement puzzle

2017-08-18T15:50:00+00:00 December 1st, 2016|

With Billions in revenue lost through disengaged agents and the inevitable (and costly) round of re-hires, onboarding and training, agent disengagement is a growing challenge. Can it be solved?

19 Oct 2016

The 3 human needs that drive employee engagement

2017-04-11T13:22:11+00:00 October 19th, 2016|

According to The Massachusetts Institute of Technology, money isn’t necessarily the main motivator when it comes to being happy at work. Sure, it’s important and it forms part of the mix, but research shows that employees want appreciation and to be owners of their own destiny.

26 Sep 2016

Optymyse Now Available with ShoreTel Connect Contact Center

2016-10-19T16:01:47+00:00 September 26th, 2016|

SJS Solutions, focused on transforming the way information flows within contact centers, have successfully developed, tested and deployed their visual communications solution Optymyse on the ShoreTel Connect™ solution.