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Ask Agents What They Dislike
Often we focus on what agents like in their jobs but how often do we ask what they dislike? Often their dislikes will not be made public and, whilst the agents may discuss them with their peer group, you as a manager may never know. Take time out of your schedule and actively encourage agents to tell you about what they dislike – ask them what could be done to change things and you will find many agents giving you some great ideas that will also help motivate the center as a whole.