HR GENIUS BLOG
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In order to keep your contact centre agenst engaged and motivated you need to show them appreciation, but not only from their managers and supervisors but from the customer base they are actually serving.
Create a special “recognition” board, post all the good emails and letters from customers onto it.
Also, if during call monitoring sessions you stumble across an exceptional phone call be sure to play it to the whole team, and reward the individual that provided the customer service – contact centre agents will appreciate it.
The very best of such recordings should be stored for later use during training and coaching sessions.