Customer Experience News & Trends

One more reason to catch agents ‘in the act’

Here’s one more research-proven reason you want to catch agents doing something right.

It’ll help them perform better from that point on.

In a recent Japanese study, employees who were given compliments as they worked performed much better than a group that didn’t receive praise.

Turns out, mental rewards – praise in front of colleagues – could be as good as, or better than, financial rewards, researchers suggested.

The important part is that agents know their bosses are watching and interested in seeing them do well.

To make sure you hand out enough public praise each day, try this old trick: Put five pennies in one pocket each morning. For each compliment you give, switch a penny to another pocket. You may have to eventually add pennies to the pot!

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