Agent Engagement and the Customer Experience

Quick Tips to Help Call Center Agents Survive in 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first...
Surprising ways to motivate your contact center agents

Surprising Ways to Motivate Your Agents

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies...
Non-Financial Motivators for Contact Center Customer Service Agents

3 Nonfinancial Motivators That Influence Behaviors

Pay is a critical consideration for most contact center employees in whether they stay or leave, and how they view their role—and many managers have witnessed what a strong demotivator low pay can be....
Use Daily Rewards to Drive Desired Behavior in your Contact Center Agents

Use Daily Rewards to Drive Desired Behavior

Incentives can be a valuable tool for reinforcing the right behaviors in your staff. The key to using incentives properly is to ensure continuous positive reinforcement and random intermittent reinforcement, says former Snowfly Representative...
Gamification Four Best Practices to Motivate Call Center Agents

Gamification: 4 Best Practices to Motivate Agents

A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills. “We’re finding that these types of performance measurement tools allow agents to take...
Contact Center Pipeline Blog