Call Center Agent Motivation and Compensation: The Best of Call Center Management Review, Second Edition

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.