Making Big Gains with Agent Motivation
Employee motivation is one of the most important factors in a call center’s success. It directly affects agent productivity and creativity and, if neglected, can be detrimental to both a call center’s retention rate and its profitability.
Inconsistent occupancy throughout the work day can hurt agent motivation, as:
• Unhappy customers make for unhappy agents
• Lack of control means lack of feedback
• Differences in level of activity are seen as unfair
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