Contact Centers: When It’s Time to Change Compensation Plans

Are you thinking about changing your contact center employees’ compensation program? No doubt, you’re finding it difficult to change plans already in place.

“You can’t very well start taking money away from people,” says Liz Kislik, president of Liz Kislik Associates, a management consultancy based in Rockville Centre, N.Y. “So if you’re working with an older compensation plan, you’ll need to rationalize that to make it fair across the board.”