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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 […]
Break the cycle of expensive agent turnover.
According to ContactBabel’s 2017 US Contact Centre Decision-Maker’s Guide, 53% of contact centres report that it costs them more than $1,500 to recruit a single agent. More worryingly, 11% report that it costs them more than $3,500 to recruit one agent. When you consider that the average call centre has an attrition rate of between […]
MENTAL HEALTH AWARENESS WEEK
Did you know that the 18th – 24th of May is mental health awareness week in the UK? At SJS Solutions, we understand the importance of taking care of each other, especially during these stressful and uncertain times. Did you also know that Optymyse was specifically designed to improve the mental wellbeing of all contact […]
Back to work after Covid19
As many countries look towards easing their lockdown restrictions, we’ve been reflecting on what we can do to help. We have put together a list of 5 things we think will reduce stress and protect your employees when they return to work: 1. Make sure your employees know the new rules around hygiene and social […]
Working from home – be careful what you wish for
Prior to 2020, the idea that your boss might ask you to work from home was a bit like winning the lottery. Lovely if it happened, but probably a bit far-fetched. Prior to 2020, the idea that your boss would force you to work from home would have sounded completely absurd! Be careful what you wish for. It’s happening […]
Why aren’t contact centres winning the CX battle?
After 30 years working in and around contact centres and the companies which sell tech to them I have the answer. It’s painfully simple, but because it requires dealing with subjects most contact centre vendors, their partners and IT managers are ill equipped to deal with, it’s often missed or not given the attention it […]