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Executive Interview : 8 Useful Tips To Help Motivate Your Front Line Agents
Finding new ways to rally the troops is always sought after. ContactCenterWorld.com went in search of new motivational ideas to share with you from our members around the world. Our hope is that you can find some helpful hints and tips to use with your front line agents.
"Give staff ownership and accountability to resolve problems. Give them KPIs, and feedback."
|- Saul Berman, Contact Centre Manager, Scandinavian Tobacco Group, Australia|
"Provide clear and obtainable goals that are metrics based and that are tied to a monetary incentive system."
|- Juan Trevino, Sr. Project Manager, Sitel US, United States|
"Involve them in the daily activities in the call center and provide them with added visibility with other departments (such as marketing teams). Empower your staff by providing them with more leeway in terms of business decisions when interacting directly with a customer. Showcase and highlight their achievements by sharing it with top level management."
|- Emilie Boisvert, Senior Director, Desjardins Card Services, Canada|
"Understand that all agents are not motivated by the same thing or same approach. Ask the agents for feedback on what motivates them and what suggestions they have on how you can be a better motivator. It is important to have conversations that build rapport and relationships with individuals."
|- Becky Saurers, Contact Center and Learning Consultant, Saurers Consulting, United States|
"Benefits are (nonsense). Motivation is driven by empathy and communication. Make the people do what they like to do and what they are best at. Talk to them, ask them if they are happy. They will be motivated."
|- Aleš Neveselý, Head of Customer Support Services, Y Soft Corporation, a.s., Czech Republic|
"Daily short buzz meetings where critical KPI's are discussed and daily targets shared. In this meeting you can also reward great performance."
|- Thabisa Magxwalisa, Team Leader, Volkswagen Group South Africa, South Africa|
"Do anything and everything you can to make it fun while stressing the importance of what they do."
|- Vera Austin, Director, Mass Mutual, United States|
"Be fair and transparent and differentiate performers from non performers. Celebrate every small success and encourage people to feel they own the company and their job. Empower them to do their best. Be open to new ideas and suggestions and listen to them."
|- Suresh A.V, President - International Operations and CEO Forbes Pro, EUREKA FORBES, India|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - Minimize Change
Published: Friday, October 30, 2015