What’s holding back good contact center agents from excelling?
According to management experts, five common things get in the way of employees doing the best they can.
The good news: Contact center leaders can help their agents avoid most – if not all – of them.
- Lack of vision. Agents need to be regularly updated on company, department and career goals so they see the purpose in their work.
- Micromanagement. Agents also need some freedom to make or impact decisions and do their jobs in ways they find effective.
- Poor compensation. If they don’t feel they’re fairly paid, they won’t perform. They need to be compensated as well as people in similar positions in the community.
- Not enough appreciation. Recognition is as important as proper compensation.
- Lack of training. If they aren’t equipped to do the work, they can’t do it properly.
