Keeping the workforce happy is a constant challenge in Contact Centres. Managers struggle to strategize ways to make them happy when the easiest thing to do is to ask your people, and to ask them regularly. Just as we change our KPIs to align our operations to strategic goals, our team have different needs at different times. We can stretch them a little but not to much, be fair and communicate early "What is it in for me?", show them some benefits and you will get your returns. While it is true that we want to cultivate the correct mindset and not let our team be too calculative, we need to learn that we also need to show that we are fair in our dealings.
Publish Date: July 21, 2010 4:46 AM