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 &bull...
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