Goal alignment and agent motivation in the call center environment
February 16th, 2010If you want your call center to be competitive, your agents need to fully understand the mission they are being asked to undertake. For call center leadership, this means clearly stating why their unit exists, what it contributes to the larger business, and what appropriate measures will be used to assess its success.
- Ellis & Hawk. “Improving Call Center Performance.” Call Center Agent Motivation and Compensation
February 26th, 2010 at 2:10 pm
[...] would add, as stated in our previous post, that making sure the agent understands their mission is also a critical part of effective [...]