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Call center agent motivation and compensation
MOTIVATION. Fancy titles, more responsibility won't keep agents. Government call centers share tips improving morale and motivation. Improving call center performance through people. Bank of America honors top reps at one of a kind company conference. Dealing with the free agent mindset: rethin...
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| Main Author: | |
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| Format: | Book |
| Language: | Spanish |
| Published: |
Call Center Press
2003
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| Series: | The Best of Call Center Management Review
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| Subjects: | |
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| Summary: | MOTIVATION. Fancy titles, more responsibility won't keep agents. Government call centers share tips improving morale and motivation. Improving call center performance through people. Bank of America honors top reps at one of a kind company conference. Dealing with the free agent mindset: rethink recruiting and rewards. COMPENSATION. Call center professionals speak up for underpaid agents. Agent compensation: motivating staff without burying budgets. Skills - based pay program raises performances and lowers costs. A candid conversation on call center compensation. INCENTIVES. Use incentive programs to link desired behaviors with rewards. Air Canada's agent - run incentive program flying high. Incentives that let up and retain agents. CAREER PATHING. Effective career progression programs balance both staff and business needs. Elements of a successful agent development program. Focus on skills development, rather than the next job. Empower agents with the resources and authority to satisfy customers. Changing agent development opportunities in the multichannel environment |
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| Physical Description: | 135 p |
| ISBN: | 0-9709507-3 |