Maximising ROI with help from Agent Assistance Software.

There are some very cool AI based solutions that claim to improve customer experience by providing agents with real time assistance based on phone conversations, keystrokes etc. In fact the likes of TalkDesk, 8×8, NiceIncontact and many others have all launched some really powerful solutions, which have great potential. But, what if your agents aren’t happy enough for this new technology to deliver any kind of benefit? What if they are too stressed or disengaged? Before investing in tools which rely on achieving higher levels of Customer Experience to deliver decent ROI, there’s an initial step needed to ensure your employees are in the right state of mind. One very useful test you can run is to check that the way you communicate, set targets and manage employees is SCARF compliant. SCARF is a set of elements, which Neuroscience has discovered …

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Idaho based DataTel Communications first US Partner to achieve gold status.

Leading telecommunications and contact center solutions provider DataTel Communications become the first US partner awarded Gold Partner Status by visual mental health and wellness solutions developers SJS Solutions Ltd.  Joining a distinguished list of SJS Gold partners from Europe, Idaho based DataTel Communications has completed training on topics such as SCARF, Motivational Psychology, Employee Wellness, Mental Health and Employee Engagement in Contact Center environments. “We’re delighted that DataTel Communications have become our first Gold Partner in the US, their desire to learn how to reduce stress, sickness and disengagement was evident from our very first conversation. This desire to understand more about what makes people happy in their work is supported by a passion to deliver much more than technology. I can honestly say I’ve never worked with a more people focussed, caring group of professionals”. Stephen Pace, CEO, SJS …

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How Newday Cards keep 700 contact centre employees connected and engaged.

Everyday we get to work with great people who care about their employees and colleagues. Take John Myers at financial services company NewDay Cards as an example. John’s a Management Information and Planning Professional, with over a decades experience helping organisations make the most of their investments in people. But what impressed us the most and what you’ll hear when you watch this interview is how much passion John and NewDay have for looking after the mental health and well being of their teams. Unlike many in his field John has stepped out of his comfort zone and rather than stopping at FTE’s, Scheduling and Occupancy Rates, through working with SJS he now understands the science behind creating agent happiness and he’s applying this to his role at NewDay. Earlier this month our CEO Steve Pace sat down with John …

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