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Goal alignment and agent motivation in the call center environment

February 16th, 2010

If 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

One Response to “Goal alignment and agent motivation in the call center environment”

  1. 7 essential steps for effective employee training | CallMe! Staffing Blog Says:

    [...] would add, as stated in our previous post, that making sure the agent understands their mission is also a critical part of effective [...]

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