A new year is upon us and with it the perennial problem of how to improve call centre agent motivation.
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If you want people to perform better, you reward them, right? Wrong.
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In recent years the problem has grown, as people just aren’t bound by the same social norms over the phone as when they are communicating face-to-face.
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Failing to deliver surveys that engage with customers and value their input, they simply miss the whole point.
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Tips and advice on how to keep the homeworker workforce engaged and motivated with innovative call centre performance management and gamification.
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The obsession with call centre monitoring software has led to a lot of numbers weighing down on the workforce and a dramatic drop in agent motivation.
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