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Businesses are actively searching for help supporting their employees’ wellbeing and are willing to invest.
According to online search term data, there’s been a substantial increase in demand for technology which can help organisations protect the impact they have on the well being and health of their employees. It’s also worth mentioning that in the UK organisations are facing more and more employee claims for Psychiatric Damage caused by workplace […]
Understanding Stress could save your life
If like me you’re a manager of people and you want to make sure the people you are responsible for are protected from the dangers of work place stress I think you’ll enjoy this piece. Cortisol is a stress hormone, and when we are constantly on high alert or living under the fight or flight response, […]
Is keeping your best people about to get harder?
According to the 2021 State of the Contact Center Report by 8×8 the future of contact centres is a hybrid mix of on-site and remote agents, so how can companies ensure that those employees, responsible for creating positive customer experiences, feel as comfortable doing this at home as they do in a full feature onsite […]
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 […]
How removing doubt improves profits
Certainty is a human need! It’s up there with Safety, Food and Shelter, if ignored doubt and uncertainty will heavily impact productivity and CSAT. “Why am I bothering, no one cares anyway” “I heard they’re downsizing so what’s the point of working my backside off” Left unchecked people will almost always revert to these types […]
How lowering stress delivers customer delight.
Unlike animals, human beings can turn on stress hormones through thought alone. We’ve all watched the Gazelle being chased by a lioness, and I sincerely hope none of us ever experience THAT level of stress, but what’s amazing is 15 minutes after running for it’s life that same Gazelle will have zero stress and be […]
4 Things Customer Service Managers can do to protect their mental health
This blog is dedicated to Customer Service Manager and Supervisors looking for ways to save time and look after their wellbeing and the mental health of their agents. Employee engagement, mental health and wellness are the key to the success of any call or contact centre and although a large majority of CSM’s haven’t […]
How social experiences reduce Employee Disengagement and Absenteeism
Relationships at work are incredibly important. Humans crave social contact and connection with other people. Unfortunately, for many contact centre employees, work can be a lonely place where the pressure of meeting SLAs, call handling KPIs and adherence targets make being social almost impossible. Add traditional “ You’re here to work not make friends” management […]
Can you really motivate people with metrics?
We get it. Analytics is big business. But what message are you sending your employees when you display management information on TV screens, and what impact does it have? Publicly displayed information is influencing the mood of your employees every minute of every day; the way it’s displayed, the colours you use, the messages it […]
Creating certainty in uncertain times
I recently sat down with Steve Pace – SJS Solutions CEO – and asked him a really difficult question. I asked him how he feels organisations can create certainty in uncertain times. Our industry, like many others, is facing unprecedented stresses and challenges as a result of the devastating impact of COVID-19. We know that […]