A lot of contact centres use incentives to drive up performance, but how do you know which ones really work?
Listen to this exciting webinar where we look at the effectiveness of various incentive approaches to motivate the right agent behaviour. In particular, we will discuss:
- The importance of timely agent feedback and the behavioural science behind it
- The risks of implementing the wrong approach
- How to use technology, such as interaction analytics, to not only fuel your agent motivation and performance improvement programs but also create certainty around which incentives programs are best suited for your call centre.
- We will share real-time examples that worked, including the use of gamification programs.
Don't miss the opportunity to learn from our guest speaker Paul Weald who has been a judge in both the European Contact Centre Awards and for the UK Customer Experience Awards since 2007. Having worked in the industry for 20 years, his experience covers all aspects of people, process, technology, operations and customer experience.