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Snowfly - ContactCenterWorld.com Blog

Why is your company called “Snowfly”?

Fly fishing is an activity that requires patience, perseverance, and preparation. A successful fly fisherman spends time getting to know as much about the environment surrounding the fish as possible in order to entice the fish to go after an artificial fly. A fly fisherman understands that there is no one single fly which will work in every scenario. Often, even using a fly which exactly resembles the food source the fish are feeding on at that moment, a fly fisherman may still be unsuccessful at catching a fish. Principles of human behavior and effective employee motivation programs aren’t much different.

In the business world, companies annually spend billions of dollars trying to identify the perfect “fly” to motivate their employees to perform desired behaviors which lead to improved results. The problem is that most companies rely upon using one single incentive type and throwing it “back into the water” over and over again without ever considering if the incentive is appropriate for the conditions present in their company at that moment. Rather than having an array of incentives to select from, like a fly fisherman does with flies, most companies focus all of their time and effort looking for the one perfect “fly” that will motivate everyone.

At Snowfly Performance Incentives, we don’t believe in a common reward for all employees for the simple reason that it doesn’t work. Just as fish are enticed by different flies at different times of the year or in different weather conditions, so too are employees motivated in different ways. In fact, the same employee may even be motivated by different incentives throughout his/her career as their own lives change with time. Unfortunately, the myth that there is one incentive reward which works for everyone continues to permeate the business culture.

In fly fishing, there is a legend told of a magical fly which works every time with every fish because it appears to each fish in a different way. This is the story of the “Snowfly,” a mythical insect that hatches very rarely, but when it does, legend says that the fishing is epic. In other words, after you have tried everything else, use the “Snowfly” because it always delivers. Snowfly Performance Incentives likewise always delivers because our approach customizes the incentive process for each company and each individual thereby appealing to each user in a unique and personal way.

Because there is no one-size-fits all solution for employee engagement and incentives (just like there really is no mythical “Snowfly” that works with every fish in every possible condition) the best approach is to strive to understand the motivations and behaviors of your team and customize your rewards and incentive program for your specific business and your individual employees. This is where the expertise of Snowfly Performance Incentives can help.

Our customized consultative approach involves understanding the specific culture and environment of your business in order to create a program that tracks, reports, analyzes, and delivers on the behaviors that are the most important to your unique business. Ours is not an “of the shelf” solution that you must learn how to fit to your needs. Instead, Snowfly employs our suite of proprietary software, 16+ years of experience, and scientifically proven behavior modification and human motivation techniques to create a customized program that fits your needs, your budget, your goals, and ultimately identifies the behaviors which will produce your greatest results.

For a no-cost, no-obligation consultation, or to simply learn more about Snowfly, please visit us at www.snowfly.com or email us at info@snowfly.com.

Source: http://snowfly.com/2016/04/why-is-it-called-snowfly/

Publish Date: April 25, 2016 5:00 AM


Success! A Large Call Center Improves Customer Satisfaction


A U.S.-based call center who handled calls for an international, high-profile retail client was looking for something “outside the box” to increase customer satisfaction, so it approached Snowfly. This call center tasked Snowfly with developing, implementing, and supporting a cutting-edge employee incentive program. Its purpose? To motivate agents to better handle calls and improve their customer satisfaction (CSAT) scores. Download PDF of Complete Article

Source: http://snowfly.com/2015/10/improve-customer-satisfaction/

Publish Date: October 16, 2015 5:00 AM


Study shows how employee engagement improves the bottom line.


The effect that employee engagement can have on a company’s bottom line is staggering.  According to a  Kenexa study of 64 businesses, net revenue doubled when proactive measures were taken to improve employee engagement.  Furthermore, a Towers Watson study also revealed significant increase in company margins when employees were engaged with their company culture via the sharing of ideas and collaboration.

To put it into lost productivity, low employee engagement, notes a recent Gallop study, equates to a loss in businesses equaling more than $300 billion annually—that’s more than the entire GDP of New Zealand!

Improving engagement starts by recognizing our common traits, those human desires and ambitions known to us all, then creating programs that nurture and motivate us to excel. Businesses are taking the concept of customer loyalty programs into the workplace, implementing their structures into company websites, Intranet portals and internal communities. This sparks employee participation in company learning programs, including incentives for sharing and collaborating with others in the organization.

A CMO at Bluewolf consulting, Corinne Sklar, emphasizes the importance of engaging employees in a real-time conversation that leads to the sharing of ideas, according to a CMS Wire post, “Gamification Is Here and It Means Business.” “Customer engagement begins with employee engagement. To drive greater real-time collaboration and knowledge sharing among our employees, we needed a comprehensive program that would appeal to our entire team — and extend organically into the corporate culture.  Employees stepped up to earn points for sharing blog posts and white papers to sharing social media links as well as offering “thought leadership.”  Has it worked? Bluewolf noted a 153% increase in the traffic to their website, plus a whopping 57% uptick on their internal platforms.  Indeed, the right incentive program can help improve employee involvement and the bottom line.

Source: http://snowfly.com/2015/06/engagement-improves-bottom-line/

Publish Date: June 8, 2015 5:00 AM


Improve Call Center Agent Retention


Snowfly founder Dr. Brooks Mitchell provides some advice on how organizations can improve agent retention rates.  You can view the article HERE.

Source: http://snowfly.com/2015/05/increase-call-center-retention/

Publish Date: May 25, 2015 5:00 AM


Do’s and Don’t for Successful Employee Incentives Programs


Employee incentives programs can significantly improve your bottom line but must address specific needs or you’re wasting time, energy and money. Below are some high level tips to consider when thinking about implementing a new employee incentives program.

Do provide immediate and continuous feedback and rewards: Gen Y and Gen X employees respond best to immediate reinforcement. Behavior is shaped by closely tying the desired activity to praise, recognition, and incentive rewards. Delaying these things until the end of a quarter, month or week significantly reduces their value and the likelihood that the desired activity will be continued.

Do look at an incentive program as on-going: Long-term employee incentives programs produce twice the results of short-term ones. If you’re serious about permanently improving workforce performance, employee incentives programs should run indefinitely.

Do break-down the components of activities: Rather than offer monthly, quarterly and annual incentives for “milestone” goals and achievements, examine the sub-components that comprise them. A small daily incentive reward for attendance with additional rewards for Mondays and Fridays will produce better results than a monthly perfect attendance award. Reward the daily homework, and the final grade will take care of itself.

Do offer choice of incentive rewards: Management can’t be clairvoyant when selecting incentive rewards. Many times, catalog merchandise is highly overpriced and reduced further in value when the employee sees the amount of taxes withheld. Award certificates and plaques look nice on the wall but do not change behavior. Employees want to choose their reward, thus ample choices at a fair value is a must.   Many times the best way to accomplish this is with gift cards or debit cards that allow the employee to select a reward that they value at the best possible price.

Do allow participants to earn incentive and recognition related rewards frequently: Many points-based incentive reward programs require weeks or months to accumulate enough points for redemption. Try to offer rewards under $10, especially when offering gift cards as a reward options.  In most cases your employees would rather get $10 in incentive rewards a day as opposed to a $200 dollar reward once a month.

Don’t spread your employee incentives budget too thin: Be realistic with your available budget.  If money is tight, you may not be able to target all the areas that you had hoped to improve.  You are better off focusing a limited incentive budget on a few key areas.  Producing quantifiable results in a few areas may provide you with a strong case when you request a bigger budget from management in the future.

Don’t distribute incentive rewards in regular payroll: When employee incentives are delivered by adding funds to recipient regular paycheck, the motivational power is greatly diminished,  By doing this the incentive reward is no longer viewed by the recipient as something “extra” for a job well done. Keeping employee incentive rewards separate from payroll, keeps it special in the eyes of the recipient, reinforcing how the reward was earned. Additionally, the employee can spend the reward without waiting until their next payday.

Do measure the ROI: If you’re not measuring the ROI of your employee incentives and employee recognition programs, how can they be justified? An incentive program is the same as other functions; it must be continuously evaluated and tested with control groups or benchmarked with peers.

Don’t overload yourself with program administration: Too great an administrative burden can cause burnout of even the best employee incentives program administrators. Management’s attitude and opinion of your workforce incentive program is clearly visible to participants.

Do involve management: If you are asking team leaders, supervisors and managers to help in administering and promoting your employee recognition and incentives programs, than they should be eligible to earn rewards.  This will get them on board which will result in higher levels of engagement and participation

Do ask for feedback:  Keep it fresh: Take regular surveys of the participants to see what they like or want changed. Respond quickly to input. Actively solicit feedback and reward it.

Do brag about your employee recognition and incentives program: Use employee comments about your incentive program in the “careers” section of your web site and in recruitment brochures.

Do participate in outside surveys: A great way to evaluate your employee incentives and recognition programs against peer groups is to participate in surveys. Many are anonymous and often participation entitles you to a free copy of the report.

Source: http://snowfly.com/2015/05/successful-incentive-programs/

Publish Date: April 30, 2015 5:00 AM


Rewarding in an Age-Diverse Workforce article in Contact Center Pipeline

Rewards and incentives that will drive customer-centric results in your multi-generational casino online contact online casino center.  By Susan Hash, Contact Center Pipeline.

Click here to read the article: Contact Center Pipeline article March 2015

Source: http://snowfly.com/2015/03/rewarding-age-diverse-staff/

Publish Date: March 10, 2015 5:00 AM


New Years Resolutions: The Cowboy Code

Published article from Snowfly Founder, Brooks Mitchell

New Years Resolutions: The Cowboy Code

Source: http://snowfly.com/2015/02/published-article-snowfly-founder-brooks-mitchell/

Publish Date: February 19, 2015 5:00 AM


Snowfly Featured in Wyoming Business Report

Mundane. Boring. Tedious. These are words that have all been used almost synonymously with the word “work.” But some people in Wyoming are hoping to change that through the trend of gamification, or making work into a game as much as possible.  Dr. Brooks Mitchell, a former University of Wyoming professor and Wyoming Business Report columnist, said he is the pioneer of gamification in the workplace with his Laramie-based company Snowfly…….READ FULL ARTICLE.

Source: http://snowfly.com/2015/01/snowfly-featured-wyoming-business-report/

Publish Date: January 22, 2015 5:00 AM


Snowfly Featured in Wyoming Business Report

The Wyoming Business Report recently issued an article that mentions Snowfly and the importance of gamification to boost employee performance in the work environment.  Read the full article here.

Source: http://snowfly.com/2014/11/gamification-article/

Publish Date: November 28, 2014 5:00 AM


Hilarious Example of Why Some Employee Incentive Programs Can Fail

This is not a true story, but it could have happened. If you have ever wondered why your employee rewards program is less than effective, you must read this. I bet it will make you laugh out loud. Enjoy!

Click the link below to read the entire story:

Snowfly employee incentives founder explains why some programs can fail

Source: http://snowfly.com/2014/10/hillarious-article-snowfly-founder-dr-brooks-mitchell/

Publish Date: October 27, 2014 5:00 AM


Lack of Employee Recognition is a HUGE Problem in Today’s Workplace

Very interesting article in Forbes in which I recently came across: Lack of Employee Recognition is a HUGE Problem in Today’s Workplace

Source: http://snowfly.com/2014/10/lack-employee-recognition-huge-problem-todays-workplace/

Publish Date: October 27, 2014 5:00 AM


Incentive Uncertainity is Good?

Since Snowfly’s inception in 1998, everything we have done has been founded on proven academic research. Recently, a number of studies have again confirmed what we have always known: that uncertainty in employee performance rewards is more motivational than certainty is. In other words, rewarding performance with the opportunity to play a quick game of chance as opposed to giving employees a known reward will be more effective in achieving organizational goals. The following 2 ½ minute video by Dr.Ayelet Fishbach, a professor at the University of Chicago, explains this concept very succinctly.

Source: http://snowfly.com/2014/10/incentive-uncertainity-good/

Publish Date: October 22, 2014 5:00 AM


Achieve the Right Balance of Points, Prizes, Badges, and Social Recognition

Since the first contact center was established, games and leader boards have been key components of agent incentives. Today, however, rather than posting agent accomplishments on your company’s bulletin board or in the lunchroom, social recognition sites (such as Facebook) present mobile casino Try incorporating some of my favorite home drug test lifestyle principles into your casino online day tomorrow. new options for much wider visibility. It’s time casino online to reexamine the balance of points, prizes, badges, and social recognition in your agent incentive program. Here are some things to consider and a few recommendations.

The Incentive recognition recommendations continue here

Source: http://snowfly.com/2014/07/78521844/

Publish Date: July 6, 2014 5:00 AM

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