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Motivation Marvels

Thursday Nov 6, 2:00 PM – 3:00 PM EDT — RECORDING



If your frontline staff members aren’t happy, your customers won’t be happy. With customer satisfaction depending on the quality of the agent/customer transaction, it’s critical to keep your staff for the long term and motivate them to perform well.

This session introduces several different motivational theories and presents dozens of ideas and case studies about what’s working well in other call centers to keep the staff motivated and happy. You’ll hear about some creative contests and games you can use, as well as pick up some ideas on how to reward individuals and teams for meeting performance goals. 

Presenter:

Penny Reynolds, Founding Partner, The Call Center School

The Call Center School.Penny Reynolds Penny Reynolds, Founding Partner, The Call Center School

Penny develops and teaches courses on a wide variety of call center topics and speaks at many industry conferences and association meetings. Before founding The Call Center School, she was the senior trainer/developer for Contact Center University (CCU) delivering educational seminars in the areas of workforce management, recruiting/hiring/training, call center mathematics, traffic engineering, performance measurement and management, call center technologies, and staff retention.