Target Audience: Inbound Contact Center Agents Primary Objective: Improve the Customer Experience Background: A provider of contact center services wanted to improve the quality in which it’s agents handled inbound calls for one of its major clients, a large provider of health insurance plans. The contact center’s pre-established method for … Read More
Snowfly founder Dr. Brooks Mitchell provides some advice on how organizations can improve agent retention rates. You can view the article HERE.
Employee incentives programs can significantly improve your bottom line but must address specific needs or you’re wasting time, energy and money. Below are some high level tips to consider when thinking about implementing a new employee incentives program. Do provide immediate and continuous feedback and rewards: Gen Y and Gen … Read More