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Incentives


The How and Why of Call Center Employee Incentives

Wednesday September 21st 2011 8am Rated 1 1 Comment Incentives
Two words reveal the secret of successful employee incentive programs: Feedback and Reinforcement. These are two of the four core tenets driving behaviors that affect KPI ’s.
Community

4 Principles Behind a Successful Incentive Program

Friday May 3rd 12am Rated 1 0 Comments Agent Incentives Quality
An incentive program must produce a positive return on investment, otherwise it’s not worthwhile. My benchmark is an improvement of at least 20% in KPI’s. The program cost should be around two hours worth of labor cost per employee per month. For example, if paying $12 per hour, plan to spend $18 to $30 per month on incentives and program administration. This results in an excellent ROI.
Community

Paper or Plastic: How a Grocery Bag Full of Money Can Improve KPI's

Friday January 25th 7am Rated 1 0 Comments People Retention KPI Incentives
I've visited hundreds of contact centers over many years. On almost every visit, I have seen hanging banners, wall posters, graphs, charts, spinning mobiles, or scrolling notices across reader boards all promoting some sort of ongoing reward program or limited duration contest aimed at motivating agents to improved performance. These types of incentive programs are now supplemented with employee balanced score cards and very detailed agent analytics.

CCNG Interactive Networking Discussions - Colorado Springs Meeting Recap

Thursday April 28th 2011 10am Rated 1 0 Comments Community News Workforce Virtualization Incentives Management Agent
I recently attended at CCNG meeting in Colorado Springs where about a dozen Contact Center Professionals gathered to discuss the relevant issues of the day. Our host was Lon Hendrickson Executive Director of the CCNG Magnet Program where we discussed, virtual workforce, improving frontline training, and best practices for incentive based programs.

Low-Cost Agent Incentives: Ideas for Affordable Contact Center Incentives

Wednesday August 25th 2010 11am Rated 0 0 Comments Incentives Performance Agent Communication Customer Customer Service Employee KPI Management Supervisor Team Contact People
Developing staff incentives on a tight budget: The most effective rewards often don’t cost a lot.
Community

Sundance Vacations

Tuesday August 24th 2010 2pm Rated 0 0 Comments Culture Career Social Service Incentives Case Study Customer Management Marketing Workforce Contact Scheduling
A family oriented culture and supportive leadership translate into high employee engagement and longevity.
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