Customer Experience News & Trends

3 surefire ways to motivate contact center reps

What motivates employees more – cash or time?

They want time these days, according to research by motivational expert Bob Nelson. As long as they’re compensated fairly, most contact center agents prefer incentives that pad their pleasure, not pocket.

Here are three ways to deliver:

  1. Gift of fun. Find out what agents enjoy doing in their downtime and cater to that. Reward them with inexpensive and personalize items such as books, spa treatments, round of golf, etc.
  2. Time off. Let them leave early, come in late or have a full day off for outstanding performance.
  3. Flexible time. For agents who consistently perform above the bar, try flexible work times or work-from-home opportunities.

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