Item description for Call Center Agent Motivation and Compensation: The Best of Call Center Management Review, Second Edition by Brad Cleveland...
The link between motivation and performance is a truly powerful one. In successful call centers, you'll find leaders who understand how to energize and inspire their staff---despite management challenges, such as marketplace fluctuations, outsourcing and job-role changes.
In the pages of Call Center Agent Motivation and Compensation, you'll find the strategies and tactics that work for managers of top-performing call centers, including:
* The principles of effective motivation
* Ideas for compelling reward and recognition programs
* Motivating staff without burying budgets
* Agent compensation trends
* Incentives that rev up and retain agents
* Motivating agents with skills and career growth opportunities
Effective technology and processes play critical roles in call center performance, but it's the people who most impact customer loyalty.
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Est. Packaging Dimensions: Length: 8.9" Width: 5.98" Height: 0.55" Weight: 0.71 lbs.
Release Date Aug 1, 2004
Publisher Call Center Press
ISBN 1932558020 ISBN13 9781932558029
Availability 0 units.
More About Brad Cleveland
Cleveland is president of Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland.
Brad Cleveland currently resides in Annapolis, in the state of Maryland.