Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Incentivizing Your Contact Center Agents

Posted: by:

“Incentivizing” is something of a buzzword now in business. It refers to ways to acknowledge and reward employees to build a sense of loyalty and encourage outstanding performance. 

If you are thinking of introducing an incentive program to your contact center, here are a few tips that might help. 

1. Clarity

Make sure agents understand the goals you wish them to achieve, and make sure you have an accurate, objective means to measure their performance. Workforce optimization software can play a key role here. 


2. Divide and Inspire

Don’t make your program one-size-fits-all. A new hire should not be incentivized in the same way as a 5-year veteran. Your top performers are already highly motivated – the program should reward them in a way that inspires those just under that top 5% or 10% tier to up their game. Likewise, strive to incentivize “average” agents into stars, and those that are struggling to achieve a more consistent performance. 


3. Offer the Right Rewards

Perhaps you think dinner for two at the neighborhood steakhouse is a great reward, but your vegan agents won’t be inspired. And while everyone appreciates money, it doesn’t have the same tangible impact as a gift. Try this – acknowledge achievement with a point-reward system. Once points are accrued they can be traded in for a reward selection of the agent’s choice. 


4. Recognize Everyone that Improves

Contests can be motivating, but if awards are only bestowed on the top 3 performers in a month, that won’t do much for the agent who also improved his job performance but finished fourth. Make sure everyone who is getting better is sharing in the accolades for doing so. 


5. Keep it Fun

An incentive program should not turn into a cutthroat competition between agents. It should be a unifying program that focuses on celebrating both individual and collective achievement. 


Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video