Contact Centers If Money Isn't the Answer, What Is?
How to motivate contact center reps beyond the almighty dollar.
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Angela Wolfe
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8. Routine feedback on performance. There are three types of feedback reps want from leadership: positive, negative and competitive. Positive feedback revolves around the principles of praise and recognition. Acknowledging reps' outstanding performance leads them to continue to exceed expectations.
Reps also want to know if they are performing sub-par. When addressing a rep's unacceptable performance, make sure to reinforce goals, supply regular performance reports and create development plans with deadlines. Stay involved throughout the execution of the action plan. Observe the rep more frequently, and provide feedback daily to keep them on the improvement track.
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Angela Wolfe
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