SJS Solutions Launch New Reseller Area to Make Creating Engaging Contact Center Environments Easier For Resellers

Aldermaston, UK – 6 October 2015: SJS Solutions Ltd have enhanced their Reseller Program by launching a new reseller area on their website. The new reseller area is a private area on the SJS Solutions website containing research, marketing material, technical documentation, user guides and an easy-­‐to-­‐use quotation tool. It will allow members of the SJS Reseller Program to create long lasting, visual changes enhancements to their clients contact center environments while helping them extract the best ROI from investment in contact center technology. The reseller knowledge base will give members access to the tools and research required to proactively speak to their customers and prospects about the vast array of communication, brand awareness, employee engagement and performance monitoring objectives which can be met using the SJS product range, while the automated quote tool means members can quickly respond to RFPs.

Membership to the SJS Reseller Program is free to contact center specialists once they are accepted as members. Discounts are available together with regular webinars covering how to position the Optymyse range of products, deployment, screen template ideas, new feature updates and more.

Stephen Pace, CEO of SJS Solutions Ltd, comments: “Time and again we are approached by contact center solution companies who have been asked about wallboards and need assistance with meeting tight tender deadlines. This reactive approach to what is fast becoming ‘must have’ technology can be extremely damaging to the organizations which are positioning themselves as experts in all things call and contact center.

Contact center specialists today need to have a good grasp of all aspects – internal and external – that impact the success of the contact centers they deploy or maintain. In today’s highly competitive markets, knowing your core products is not always enough to win tenders and build long term relationships with customers.”

Founded in 2001, SJS Solutions has now become a global leader in creating the most flexible, innovative and affordable digital display solutions for organizations of all sizes. Its mission is to ensure clients are quickly and easily able to deploy professional digital displays that will increase brand awareness, customer satisfaction, employee performance and engagement.
The Optymyse range provided by SJS Solutions is compatible with 90% of all PBX technology including Avaya, Cisco, ShoreTel and Unify. Our free Application Programing Interface (API) allows organizations to capture data from any source – such as CRM, ERP, Salesforce, customer feedback, issue tracking – and display the information on any device.

Joe Rittenhouse, President of Business Development, Converged Tech Professionals, comments: “SJS add significant enhancements to the vast array of new technologies available for the Contact Center market. Integrating SJS’s platform on top of most contact center solutions enhances every aspect of the environment.”

More information about becoming a member of the SJS Reseller Program can be found by following this link: https://www.sjssolutions.com/reseller-­‐signup/

Editor’s Notes:

Contacts: Julia Gibbs -­‐ [email protected]

About SJS Solutions
Founded in 2001, SJS Solutions develop innovative, affordable, easy to deploy employee engagement and communications solutions suitable for call & contact centers, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few. The SJS range of solutions are the result of over 10 years working with and listening to customers ranging from multi-­‐billion dollar health care enterprises to insurance & automotive companies with small teams of people striving to deliver the best service and customer care possible. In the last 5 years, SJS has become a global leader in creating the most flexible, easy to deploy visual communications products for companies of different sizes with varying needs. The SJS API now ensures customers can display anything, anywhere. www.sjssolutions.com

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Don’t have an account? Sign up for an account here: https://www.sjssolutions.com/reseller-signup/

SJS Launch Reseller Area. Copyright © SJS Solutions 2015, www.sjssolutions.com [/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]

With more companies using contact centres for front-end customer engagement than ever before (it is estimated that there are between 3 and 4 million call centre workers in North America alone 1), the relationship between clients and their customers is increasingly dependent on the capacity of the call centre to respond to customer needs efficiently, informatively and professionally.

With an increasing focus today on personalised customer service, there is much scope, then, to not only take and deliver information efficiently, but also to build a brand’s relationship with its customers on an individual basis. Friendly, efficient and informative customer service will ensure long-term brand loyalty and encourage word-of-mouth recommendation. So how can contact centres improve their reputation and increase customer loyalty by building meaningful rapport with customers?

Have attitudes to customer service changed?

The most important factor is a committed, well-informed and…

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Building Trust in the Workplace. Copyright © SJS Solutions 2015, www.sjssolutions.com

People generally today are used to consuming a lot more news and content, faster, more frequently and on numerous devices.  And for the younger generation, it’s all about the ‘visual experience’.

A well thought out internal communications strategy designed to appeal to the way your different employee groups take in information will help retain your people and attract your future stars. And the technology is here to help you.

People consume information differently

We came across an interesting article in The Guardian recently, on how people across the generations consume daily news.  It looks at the differences between Millennials – 18-34 year olds – and the Boomers aged 50-65.

The article highlighted that the Millennials like to access news items a number of times a day; they are used to receiving many types of messages and images frequently and newsbrands have adapted well.

Millennials will tend to fill any spare time during the day finding out what the latest news is or checking their social media updates.  Boomers, on the other hand, will tend to have more set times when they like to check news.

So, what does this mean for companies that use TV screens and other devices to transfer knowledge, information and data to their employees?

Getting the balance right is key

We believe wallboards need to inform, inspire and instruct.  Getting this balance is key – aiming to provide a mix of vital information – ‘need to know’ as well as ‘nice to know’.  Developing and maintaining this mix will help you appeal to a broader audience and deliver far better results.

But it’s not just about content – your designs need to look visually appealing too, be consistent with the brand values of the company and be available on different platforms.  Using traditional “data only” layouts are guaranteed to switch off your agents and employees.

Wallboard content needs to be well thought out and form part of an on-going internal communications strategy.  It is not just about providing the important information people need but creating an environment that delights and surprises people at all levels of the company.

Wallboards need to be visually appealing

It is estimated that we, as consumers, are exposed to about 5000 images or adverts a day, but only 12 of them will be remembered.  The challenge to get your attention today is huge.

Millennials make up the majority on highly visual social sites such as Instagram.  According to Sprout Social, 53% of users are between the ages of 18-29.

With the constant bombardment of images and data everywhere, it is difficult for companies to create the balance between engaging employees by giving them a good experience and not pushing too much at them.

It is important to think about the next generation now

The 18-29 year old users on Instagram, as well as the younger generation still at school, expect everything to be fast, relevant and accessible on the device of their choice – they haven’t known anything else.

Smart companies will be adjusting their communication strategies now – to cater for the current as well as the next generation of employees.  They need to ensure their technology is fit for purpose to meet the internal communication objectives and provide the sort of instant access to knowledge younger people need to perform at their best.

Wallboard technology has come a long way

Wallboard technology has come a long way in the last few years and last year saw the launch of the 5th generation of the Optymyse Visual Communications Solution, a multi-platform solution capable of displaying engaging designs via flat screen TVs, mobile devices and agent desktops.  Optymyse allows companies to quickly and easily tailor communications to specific groups of people, making content highly relevant and visually appealing.

The way we communicate is constantly evolving and modern contact centres and managers using out-dated visual communications will get increasingly frustrated that the technology isn’t doing what it needs to do.

When used properly, alongside a well thought out internal communications strategy that is designed to appeal to all employee groups and the way they work, wallboards can provide very quick returns on investment – boosting morale, improving performance as well as saving time and money.

 

12th August 2015 -Fonolo and SJS Solutions bring virtual queuing data to digital wallboards which will improve service.  Fonolo, the company that improves the call centre experience by replacing hold time with a call-back, and SJS Solutions, a global leader in digital displays for contact centres, today announced a partnership to make Fonolo’s virtual queuing data easily visible and actionable to call centre managers and agents.

Wallboards and digital displays have been shown to increase agent engagement and performance. SJS Solutions has deployed their Optymyse Digital Display Solution in many types of call centres including support desks, sales teams, operational areas, driver depots and logistic offices. Optymyse is compatible with 90% of all PBX technology including Avaya, Cisco, ShoreTel and Unify.

It includes an API that allows organisations to capture data from sources like Salesforce, ZenDesk and, now, Fonolo.

Fonolo’s cloud-based solutions allow call centres of any size to easily add call-back functionality without having to install any hardware or software. Offering call-backs provides a better customer experience, lowers abandonment rates, and reduces cost-per-call. According to Forrester Research, 75% of callers think the option of a call-back is “highly appealing”. When the frustration of hold-time is eliminated, both callers and agents have an improved call experience.

“Forward thinking companies that invest in their agent environment benefit from improved performance, lower attrition and reduced absenteeism,” said Steve Pace, CEO of SJS. “Our products help with this effort by mixing together key information from a variety of systems and delivering that data in an intelligent display. Because of our new partnership with Fonolo, we are the only solution on the market that adds virtual queuing data to that mix.”

“Eliminating hold time leads to increased customer satisfaction. But beyond that, it also drives happier and less frustrated agents, as they no longer have to deal with customer complaints about long hold- times.” said Shai Berger, Fonolo CEO.

“Both Fonolo and SJS are focused on improving agent satisfaction and efficiency, thereby creating a natural & complimentary partnership.”

About Fonolo

Fonolo is the leading provider of cloud-based call-back solutions. The company’s innovative products improve the way call centres interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins on the web, mobile or by phone. Fonolo quickly and conveniently routes customers through the call centre, connecting them to the right agent and eliminating hold time. A growing list of organisations trust Fonolo to improve the call centre experience for their customers. Fonolo was named “Top Technology Provider” by the 2015 Call Center Week Awards. Learn more at www.fonolo.com.

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About SJS Solutions
Founded in 2001, SJS Solutions develop innovative, affordable, easy to deploy employee engagement and communications solutions suitable for call & contact centres, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few. The SJS range of solutions are the result of over 10 years working with and listening to customers ranging from multi-billion dollar health care enterprises to insurance & automotive companies with small teams of people striving to deliver the best service and customer care possible. In the last 5 years, SJS has become a global leader in creating the most flexible, easy to deploy visual communications products for companies of different sizes with varying needs. The SJS API now ensures customers can display anything, anywhere. www.sjssolutions.com Stephen Pace CEO

Losing good call center agents is always a blow but what is the real cost when the good guys walk and what can be done to stop your best people going to your competition?

VoC is making way to VoE. The question is how much will improving employee satisfaction cost your business and can you afford it?

3 by-products of low employee satisfaction:

  • New agents don’t stand a chance! Disengaged agents with history will sabotage any improvements in productivity or service claiming lack of direction, poorly designed processes and by generally poisoning the minds of new starters.
  • The agents you want to employee will spot whether you are serious about VoE the moment they step into your center, if they sniff out old school techniques and technology they are more likely take their skills elsewhere.
  • Agents will pass their dissatisfaction onto your customers, if not in words, with bad attitude.

Let’s face it we all perform better, are less likely to cause disruption and are more pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

Moving from low employee satisfaction to high is not something you can fix overnight but there are some affordable steps you can take right now, today:

  • Avoid analytics, instead seek and convey to agents customers real feelings and feedback.
  • Replace reporting with supporting, the more agents know, the more confident they will be and we all know confidence builds trust.
  • Define what a good transaction is and measure how often they occur and why.
  • Move the spot light away from call handling metrics, they are useful but your wallboards, mobile apps and desktop wallboards need to be refocused towards creating an engaging, fun, high tech and dynamic environment for your agents.

We don’t want your competition to benefit from your investments in agent training!

To trial SJS Solutions Employee Engagement and Communications Software visit our website and start to create displays that truly support your agents.

FREE TRIAL

Anyone attending the biggest contact center event in 2015 (15th-19th June – Mirage Hotel, Las Vegas) should make sure they drop into see employee engagement and communications experts SJS Solutions (Booth 906) where they will be showcasing their popular Optymyse software developed to help turn a dull contact center into a fun, vibrant environment which improves morale and creates higher levels of agent engagement.

Leading up to the Vegas event VoE Voice of the Employee has been taking a lot of the lime light of late and unless you have been living in a bunker for the last 3 years you will know that researchers are constantly finding the connection between employee satisfaction and customer satisfaction is a strong one.

Duh! Do we really need to be told this?

Well in some cases yes. There are still plenty of companies which believe running a contact center purely as a cost center will improve profitability, yet nothing could be further than the truth.

Let’s face it we all perform better, are less likely to cause disruption and are pleasant to deal with when we are happy, at home and at work. It’s human nature. Forward thinking companies have known this for some time and by focussing and investing in their employees and the environments they work in they have been enjoying better performance, lower staff attrition, a reduction in training costs, less employee absenteeism and a higher calibre of applicant.

With the thought leaders put to one side the truth is most companies still measure the performance of agents and supervisors on how much time agents spend on calls, the length of calls and calls waiting. If these companies were to soften the focus on call handling metrics and instead move the focus towards customer feedback and instead of flashing Calls Waiting on every TV screen in the center use digital displays to reinforce company values, announce events and anniversaries important to the agents, celebrate positive customer feedback and give agents tips on how to succeed the shift from negative environment to positive would be instant. And the good news is that if you place an order with SJS at booth #906 in Vegas this June you can get the tools you need for a special CCW event price of just $99 per month.

“I love these events, it gives us a chance to speak with the people who are dealing with the day to day running of call and contact centers and it’s amazing how many fundamentals need addressing. I my career I have run small contact centers, managed global teams of call center manager and in the last 14 years have taken SJS from a small developer of bespoke software to a company proud to be responsible for helping companies improve agent environments, communication and customer care all over the globe. We are all 100% dedicated this cause and this year we have made our Optymyse software more affordable, easier to deploy and even more flexible. See you in Vegas!” Said Stephen Pace, CEO, SJS Solutions.

About SJS Solutions

Founded in 2001 SJS Solutions develop innovative, affordable, easy to deploy employee engagement and communications solutions suitable for call & contact centres, help & support desks, sales teams, operational areas, driver depots and logistic offices to name a few. The SJS range of solutions are the result of over 10 years working with and listening to customers ranging from multi-billion dollar health care enterprises to insurance & automotive companies with small teams of people striving to deliver the best service and customer care possible. In the last 5 years SJS have become a global leader in creating the most flexible, easy to deploy visual communications products for companies of varying sizes with varying needs. The SJS API now ensures customers can display anything, anywhere.

1.  Don’t think that by connecting a TV screen to your PC and displaying reports and dashboards designed for desktops is going to allow your call center, sales or contact centre employees to obtain the same insights you can. A desktop report often contains too much complexity and does not lend itself to being viewed from a distance making it too time consuming and challenging for agents to quickly locate the metrics they need to make the right decisions. Alternatively take raw data and create visual displays which are bold, easy to see from a distance and which combine data with important messages, threshold alerts and engaging graphics to reinforce your brand and improve the environment your employees work in.

2.  Don’t waste your TV real estate on just one type of data. This will create an imbalance in your workforce. For example many contact centers still insist on displaying call handling data such as TSF and Calls Waiting, this data can be useful but does not necessarily drive the results you want. Almost all companies want to increase the lifetime value of their customers and this can only be achieved by making your performance monitoring tools Customer Centric. We recommend that you take data from agent scorecards such as  Scorebuddy  plus customer feedback information such as NPS information, support ticketing success rates from the likes of  Zendesk, call back success rates from the likes of Fonolo and live customer feedback from social media and create a blended screen design which channels agent effort towards your key objectives; higher levels of customer satisfaction, buy frequency and life time value. By doing this you create a clear connection between agent behaviour and customer satisfaction, this is VITAL. Placing agent of the month images and customer satisfaction indicators on digital displays has to be a must for any company which provides any kind of support, helpdesk or contact center service to its customers.

3.  Don’t use visual communications as a Big Stick, employees respond far better to instructions, reminders, tips. And when things are going well positive messaging will lift morale. All of the recent research has proven that engaging and inspiring agents and making them part of your brand and business objectives will reduce attrition rates and ensure they fly your corporate flag and perform at their best.

According to Gallup; companies with low engagement scores earn an operating income 32.7 percent lower than companies with more engaged employees.
Similarly, companies with a highly engaged workforce experience a 19.2 percent growth in operating income over a 12-month period and disengaged employees cost the U.S. between $450 billion and $550 billion each year.

Sounds expensive and complicated?

With Optymyse it’s neither. Prices start at $149/mo and you get all the tools you need to create engaging digital displays suitable for TV screens, mobile devices and desktops. Our FREE API allows you to gather data from any source, plus we have tried and tested data connectors compatible with all major UC and PBX platforms. View more

Our screen designer gives you complete control of how to design your screens, we encourage the use of agent images, branded backgrounds, animation to maximise content while maintaining content size, gauges and sliders, plus a raft of graphics techniques such as adding shadows, transparency and other techniques which will allow you to create something unique and inspirational.

No Time, No problem, we can create something for you and train you to ensure you can tweak and change it if you need to or you can choose from our library of templates.

FREE TRIAL

 

If my memory serves me well it was late in the day UK time when I received a call from Ed Wright of ShoreTel, his call was about to change the future direction of SJS Solutions forever. Before this time I had heard very little about the Telephone Solutions Manucturer ShoreTel, and was certainly not expecting a call from their head of tech on a cold February evening.  Ed’s request was simple, can SJS develop a data feed that will allow ShoreTel to provide a truly digital wallboard solution utilizing flat screen TVs. Of course I was keen to help and it sounded like the sort of urgent last minute project SJS have always had the ability to deliver on.  I said I would arrange a call between Ed and one of our senior techs to find out more.

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The call took place and luckily the ShoreTel Enterprise Contact Center solution, was a product with little traction in the UK back then, it had a fairly simple RealTime interface which was similar to those we had worked on in the past, so it looked promising for us to be able to get something developed for Ed and the ShoreTel UK team.

Finally Ed told us they needed the solution to be ready and tested in 10 days! Even for us that was going to take some work, but with the technical expertise in Ed’s possession and our previous experience interacting with the likes of Avaya, Unify, Nortel and others we were able to quickly create a solution which passed initial testing at the ShoreTel lab previously located in Maidenhead.

Since this initial deployment of our Optymyse3 contact center wallboard we have been involved with several high profile tenders and have helped many ShoreTel resellers to create engaging contact center environments which compliment the Brilliantly Simple ShoreTel ECC platform. Our relationship with ShoreTel remains strong and after sponsoring their recent partner conference in Orlando it has dawned on me that not only do we have an excellent working relationship and mutual respect for the ShoreTel team both in EMEA, North America and Australia, we have also created friendships which make doing business that much more fun.

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Many may consider high levels of employee happiness as unachievable. Even if truly enjoying every second of every day is a rarity, surely the relationship between employee happiness and performance are too strong to ignore.

Happiness is a potent performance enhancer; we all perform at our best when we are happy. Any organisation not investing in the improvement of employee satisfaction quickly becomes a victim of inconsistent performance, escalating recruitment costs and unhappy customers.

How can visual communication improve employee satisfaction? Firstly everyone should feel part of a team, with a clear set of goals. Business objectives, mission and brand are easily reinforced using Optymyse™ Digital Displays; Optymyse allows organisations to create engaging, branded screen designs which remind employees of how important they are. Next; the right performance metrics allow employees to see how they are doing in real-time and empowers them to adjust their behaviour accordingly. Optymyse™ multi-layered thresholds reduce supervisor workload by alerting agents when things are not going well and encouraging them when they are. The provision of information which allows agents to quickly and confidently resolve problems encourages employee satisfaction, after all good agents live to help others. Free Software Trial.

Something else many organisations miss is the importance of acknowledging the human side to our employees; call centre and contact centre agents, help desk staff and other support staff are not machines they have interests outside of the work place and need to be given the ability to express themselves.  The Optymyse range of visual communications and employee engagement software solutions allow managers to recognise agent birthdays, anniversaries, special awards, employee of the month, personal achievements and other events which help to create a warm friendly, engaging environment which supports employees, rewards outstanding performance and encourages employee happiness.

New Starters vs agents in their second year

No matter how well you recruit and how much you spend on training, the way new starters interact with customers will never replace the confident, knowledgeable and soothing words of employees who are able to focus less time remembering which process they need to follow and instead give customers more attention thus nurturing a level of trust new starters simply cannot match.

Free employee engagement solution trial

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The impact of employee engagement on performance is very real. The time to act is now! It has been proven that companies who focus on their employees, the environment they work in and their values are enjoying greater success compared to companies who continue to use the more common rewards vs discipline approach.

Organisations which invest in the creation of positive environments which consistently communicate business objectives and support employees with free flowing information are rewarded with; low attrition rates, motivated staff and consistent performance, all of which give them the tools to be more competitive.

The Harvard Business Review analytic services reports on the impact of employee engagement: 

– 71% of respondents rank employee engagement as very important to achieving overall organizational success.

– 72% of respondents rank recognition given for high performers as having a significant impact on employee engagement.

– Only 24% of respondents say employees in their organization are highly engaged.

Achievers Report PDF

 

From as little as £99 / $149 per month Optymyse Visual Communication Solutions give you the tools to:

  • Release workforce potential
  • Free the flow of information
  • Communicate business objectives
  • Reward employee performance
  • Create a positive environment
  • Increase employee engagement
  • Reduce staff attrition
  • Support workforce values
  • Reinforce company culture

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