What role can incentives play in motivation enhancement?
Incentives can go a long way in making agents feel valued and part of a winning team. Incentives come in many forms:
Sales Incentives: Give your agents a commission for closing sales or achieving other business successes.
Bonuses: Whether cash, gift cards or prizes, bonuses recognize agents who have reached [...]
How do I know what agents really want?
The best way to know what agents want is to listen to what they have to say.
This can be accomplished through surveys and focus groups that enable agents to vent their complaints and express their needs.
Be sure to include a cross-section of all agents in your outreach initiatives: [...]
When it comes to call-center agents, morale and motivation are closely interlinked. Morale is the enthusiasm agents have for their work. When agents feel valued and satisfied, those emotions tend to be reflected in their performance and they become motivated.
What is the best way to boost agent motivation?
There is no one “best way” to increase motivation. [...]
Managers just hate it when their agents can’t “overcome” objections.
When writing an article many years ago about “Overcoming Objections,” it occurred to me that customers do not like salespeople who make them feel wrong or stupid. Agents are trained in pointing out how wrong customers are. What’s wrong with this picture?
Sadly, some salespeople think it [...]
invites you to a free webinar on
The Economics of Customer Relationships
The great balancing act! Many companies are dealing with what appears to be conflicting issues. How do you determine the correct balance between the handling of customers effectively and maintaining appropriate services levels.
To effectively design your service level and customer experience, you need to understand [...]
Nice Systems
presents
How to make Effective Use of Customer Feedback Webinar
Most organizations understand the importance of obtaining feedback to gain a true perspective of how well they meet their customers’ expectations. However, interpreting survey results and using that knowledge effectively is often difficult. Doing this successfully requires a deeper understanding of the context in which a [...]
presents
How to Improve Your Agent Retention:
Effective Best Practices to Reduce Agent Turnover
There is no single reason for high turnover in contact centers. Common reasons include; schedule poor relationships between agents and supervisors, incorrect hiring decisions, lack of career path, poor skills development, and the list goes on. Some of these are just a contact center [...]
Callcentres.net is launching the 2008 Asian Contact Centre Industry Benchmarking Report.
First published in 1997, the Asian Contact Centre Industry Benchmarking Report has become the definitive Asian contact centre industry reference.
They are inviting contact centre managers, service directors and senior executives who are responsible for the management of contact centres as well as other parties related [...]
Review Aberdeens comprehensive look into process, procedure, methodologies and technologies with best practice identification and actionable recommendations.
Workforce analytics is not a new concept. The ability to measure human capital metrics to obtain greater insight into workforce-related issues has been possible for well over a decade, however few organizations have adopted the practice in a meaningful [...]
Too many KPIs and not enough performance. Does this problem sound familiar?
Many organizations today face this challenge as contact centers, and front- and back-office operations deliver a flood of performance data to the enterprise. Although this abundance of information provides some insight into “what” is going on, it has traditionally failed to [...]
