Agent Motivation



Don't Reduce People to Numbers… or Should You?

When agents feel like they are capable of doing the work, because they have the numbers to prove it, they perform beyond expectations.

People Development COVID-19 Agent Motivation


The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Even when your agents know what to do, they still want to receive more constructive feedback.

People Development COVID-19 Agent Motivation


The Impact of Altruism on a Servant Leadership Culture

Altruism is the concern for the growth and development of the company without the added agenda of self-interest.

Strategy Vision - Mission - Values COVID-19 Agent Motivation Customer Retention


Improving the Agent Experience

As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

Strategy Culture COVID-19 Agent Motivation


How to Quiet the Ego and Lead with Humility

It’s the leader’s job to model a love of learning for everyone in the organization—and humility is at the heart of that.

Strategy Vision - Mission - Values COVID-19 Agent Motivation


The Consolidation Trend Will Further Hurt Quality in the Contact Center

The rule of 150 can improve quality and employee engagement in the large contact center environment. How do we know? Let’s look at ants.

Operations Service Delivery Remote Work Agent Motivation


Moral Leadership in the Contact Center

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.

Strategy Culture COVID-19 Agent Motivation


Leveraging the Voice of the Employee to Improve Engagement

Smart employee engagement strategies focus on whether employees have emotional ties to their job.

People Development Recognition Workplace Environment COVID-19 Agent Motivation


Promote Better Work-Life Balance in the Contact Center

The concept of work-life balance is gaining traction in North America as labor shortages allow workers to be more selective about the companies for whom they choose to work.

People Culture COVID-19 Agent Motivation


It All Begins with Good Health

Sometimes, just negotiating with your provider may be enough to lessen the burden your employees may be facing within their daily budgets.

People Culture COVID-19 Agent Motivation


Recognizing and Appreciating Others

We have leveraged a variety of opportunities to recognize and show appreciation and gratitude for our teams' actions that align with our mission, vision and values.

People Recognition COVID-19 Agent Motivation


More Recognition, Please!

Providing meaningful recognition is the key to enhancing engagement and delivering organizational results.

People Recognition COVID-19 Agent Motivation


Unlock Your Employee Engagement Potential

Invest in your people by applying a Continuous Cycle of Improvement.

People Performance Management COVID-19 Agent Motivation


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Contact Point 360