The SCARF model is one of the most powerful management tools you’ll ever find, because it allows us to understand why our employees work hard or don’t. SCARF has been around for a while, and many large corporations include this type of Neuroscience based training to improve the performance of their managers, but could it […]
Until recently there was no evidence to suggest there was anything wrong with traditional call handling wallboards. However in recent studies, leading Neuroscientists have now discovered that to extract the best from employees (agents), all forms of measurement and communication must be aligned with the organising principles of the brain, or they will have a […]
With a little training a monkey could answer the telephone when it rings and in theory improve your call handling metrics. Of course once the phone is answered the monkey runs out of brain power and would need the complex, powerful and sophisticated human brain to deal with emotion, emphathy, complex processes and deliver positive […]
To succeed contact centre owners must guarantee the treatment of their employees is aligned with the organising principles of the brain. Leading brands have been utilizing techniques derived from Neuroscience to attract new customers for years, and more recently this same science is being used to make management techniques and environments “Brain Centric”. So, what […]
Optymyse is one of our longest running products, now on version 5.2 with a brand new release due in October 2018. It started life in 2004 and simply allowed call handling metrics to be viewed on a TV in real time. Why did it sell? Simple, it allowed agents and supervisors to see the demand […]
Running a successful BPO company is all about your employees, keep them longer than your competition and you’ll deliver more consistent service than they can. Ensure your employees are engaged, motivated and informed and you will generate more revenue for your customers.
I have previously mentioned about the damage negative metrics will do to agent morale, and which are the worst metrics – https://www.sjssolutions.com/save-thousands-by-removing-call-handling-metrics-from-your-wallboards/ Today I’d like to give you some ideas for more engaging metrics.
Oh the joys of Call Handling Metrics! Yes used correctly they are useful, but in most cases I see they are not used in a positive manner. Here are some ideas to help you create a more rounded view of performance, which should focus your agents on things that matter, just as much, if not […]
Customers who invest in employee engagement are 4X more profitable than those who don’t. SJS have now developed a simple way for you to use employee engagement to win more contact centre tenders…