Agent Motivation

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...

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...

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....

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...

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...