Five Things Every Call Center Should Remember Before the Holiday Seasons


The holiday season is generally the busiest time for call centers. To make things more complicated, agents aren’t just dealing with a high volume of interactions, but also higher expectations from customers. This doesn’t have to be feared, however—it can be an opportunity. By properly preparing for the holiday season, you can deliver an exceptional experience to customers and ultimately turn the experience into a value-adding proposition.

Here are five important things to remember ahead of the holiday season:

  • Make sure that your team is staffed up – A call center with a sophisticated data analysis platform should be able to look back at call volume and other metrics in previous holiday seasons to gauge demand in upcoming seasons. This will give your team enough time to acquire the necessary manpower to manage the heavy load.
  • Identify potential problem areas and create new processes – While some problems can’t be predicted, it is valuable to make a concerted effort to prepare for issues that your organization is already aware of. Be careful, however—don’t encourage agents to give canned responses. Instead, train them to quickly recognize underlying customer issues with an understanding of how to solve them.
  • Arm you agents with actionable knowledge and best practices – The lead up to the holiday season isholiday the perfect time to instill new knowledge and skills into your customer support team. This includes new customer interaction techniques and insight into your products and services. By doing this, you’ll ensure that everyone is on the same page ahead of the rise in call volume.
  • Strengthen your technological systems – Putting aside customer service agents themselves, your business needs to focus on the IT side of the holiday season. A system outage at this time would be highly detrimental. Many businesses fail to take this crucial step and are left with dissatisfied customers at the end of the holidays.
  • Expand your customer service offerings – While it’s important not to overextend your customer service team during the holidays, the season is the perfect time to offer expanded services to your customers. Whether that’s the use of new live chat features on your company website, or a more dedicated social media customer support presence, these steps will both satisfy customers and reduce overall call volume.

These steps will help your customer service team prepare for the always-hectic holiday season. Providing effective service during this difficult time to your customers has the potential to create an immense amount of loyalty to your brand.

Stratus Contact Solutions is a leading US-based provider of multichannel contact center solutions including call centers, social media, live chat and email. Every interaction through each channel is an opportunity to turn contact services into a value-adding proposition for your brand.


Four Ways to Boost Contact Center Agent Engagement

Despite the range of emerging techniques in the field of customer service, the single most important aspect of a customer service interaction is the engagement level of your brand’s agent. A dispassionate agent will frustrate customers and turn them away from your brand, while a truly helpful agent will help instill satisfaction, even if their issues cannot be immediately resolved.

So how do you get agents to be more engaged in interactions with customers? Take a look at these four tips:

  • Ask agents for insight and get them involved in processes – Your customer service agents will be
    incentivized to become engaged if you can create an contactcenteropen work environment. The street must go both ways: agents should feel comfortable to speak openly with management and make suggestions, while simultaneously remaining open to constructive feedback. This sort of work environment fosters increased engagement.
  • Show agents the behind-the-scenes of your business – Agents will be better equipped to deal with the wide range of customer concerns if they have a full understanding of your company’s offerings. The effects of this are two-fold. First, it will show agents that they are a valued part of your organization. Second, it will give them more insight into the concerns faced by customers.
  • Make agents feel valued and impactful – Though we’ve touched on this idea briefly, it merits greater focus. By now, it’s well proven that employees who feel valued by organizations are more likely to deliver strong work performances. This is especially true for customer service agents. If your agents feel like they are having a positive impact on your bottom-line, they’ll be encouraged to redouble their efforts.
  • Trust your agents – If you trust your business’ hiring processes, then you should trust the skills and knowledge of your employees. After all, who has better insight into customers than the agents who deal with them directly? To this effect, don’t be afraid to come to your agents for insight when developing new products and business processes. Their knowledge will improve your business, and your trust will show them that they are valued members of your teams.

There are many other effective ways to get your contact center agents more engaged, but these suggestions are great first steps. Ultimately, doing so will not merely have a positive effect on your call center, but also the bottom line of your business as a whole.

Contact Stratus Contact Solutions to learn more about our multi-channel contact center management capabilities.

Dennis has served as President and Chief Operating Officer of the Company since May 1997 and as a director since the Company began operations in 1996. Dennis has been involved with 18 successful acquisitions and integrations of various communications companies during his tenure with the Company. Prior to joining the Company, Dennis was President of the Communications Group of Intellicall, held various positions on both the audit and the consulting staffs with Ernst & Whinney (now Ernst & Young) and concluded his tenure with Ernst & Whinney as Senior Consultant.

Consumer Usage of Customer Service Channels

Email is still one of the most popular ways consumers choose to reach out to companies for their customer service needs.  With the continued use of mobile phones and tablets, it’s easier than ever for customers to use email as one of their customer support channels.  According to the 2015 Customer Benchmark Study, some consumers stated that if they receive poor email service from a company, they will no longer do business with them.  They also felt that too often, a standardized text was used to address their issue, treating them like a number rather than an individual.

According to the study, email (85%) and phone (82%) are the most used customer service channels by consumers.



In spite of the popularity of using email for customer service, participants were frustrated by the length of time they had to wait for a response.  Consumers expect a quick response when contacting a company. One third (39%) of consumers said that they were not prepared to wait more than 6 hours for a response.


With 81% of customers expecting a response within 24 hours or less and the high usage of this channel, it’s essential to have a system in place for adequate response time or to partner with a contact center management company that can meet the level of customer service demands.

Contact Stratus Contact Solutions to learn more about our multi-channel contact center management capabilities.

Dennis has served as President and Chief Operating Officer of the Company since May 1997 and as a director since the Company began operations in 1996. Dennis has been involved with 18 successful acquisitions and integrations of various communications companies during his tenure with the Company. Prior to joining the Company, Dennis was President of the Communications Group of Intellicall, held various positions on both the audit and the consulting staffs with Ernst & Whinney (now Ernst & Young) and concluded his tenure with Ernst & Whinney as Senior Consultant.


How to Make Call Center Team Leaders More Successful

The profitability of your call center lies heavily in the hands of your team leaders and their ability to develop top performing agents. Because of this, it is vital to set them up for success in every way possible. Below are a few suggestions of how to do this:

  1. Set Clear Expectations

Take time to define what you want the call center team leader’s role to be. By identifying their primary call center responsibilities, the team leader has a better chance of impacting their team’s performance. It allows you to keep them focused on what’s most important and to delegate unnecessary tasks to other employees.

  1. How to Make Call Center Team Leaders More SuccessfulDetermine what team leader is best for what client

Get to know your team leaders by spending time with them each week in a one-on-one meeting. This will allow you to get to know their personality, capabilities, strengths and weakness. Getting to know them will allow you to put them in charge of the client that complements their abilities.

  1. Encourage them to empower their agents

Team leaders will have the most success when they are coaching and pushing their team to develop to their full potential. Encourage them to allow their agents to take on responsibilities and to recognize them when they’ve performed well.

  1. Have your team leaders focus one day a week interacting with their team

Require your team leaders to spend one day out of the week interacting with each team member; this will allow them to focus on the performance of individual employees.

  1. Encourage your team leaders to walk around

A call center team’s success doesn’t happen in the team leader’s office. It happens on the call center floor. Provide your team leaders with wireless headsets. This will allow them to monitor their teams and still be available for any escalated issues.

  1. Encourage team building and incentives

It’s a great idea to allow team leaders to do activities with their call center teams. Build this aspect into your budget, so they know what they have to work with. To help team leaders be successful, they need to be able to offer incentives to their teams for motivation and to reward top agents. It’s important to make sure team leaders can be rewarded with incentives as well.

Helping your call center team leaders be successful will provide the best customer service for your clients and ultimately more profitability for your call center. The time you spend mentoring and encouraging them will be well worth it.

Let Stratus Contact Solutions help you with your contact center needs.

In his position as COO, Bryan is responsible for  the day-to-day operations of the company’s contact centers, customer relations and client acquisitions. Gross has 30 years of extensive customer contact center industry experience, on both the client and agency sides of the business.  Prior to joining Stratus, he served as Chief Operating Officer for Global Interactive Services, LLC, where he was responsible for operating the company and it’s strategic direction.  He has a proven track record for building successful operations at such companies as TCIM Services, ACS (XEROX), Center Partners, Teletech, Sprint and MCI.


4 Contact Center Agent Must-Have Skills

A number of various skills are necessary to be successful in a contact center position. Beyond the obvious verbal communication skills, contact center employees have duties that will undoubtedly put other skills to the test. A good contact center agent should be flexible in responding to change or business needs, have the ability to accommodate non-traditional work schedules as well as have excellent attendance and punctuality. They must also be efficient and able to follow direction. However, in order to maximize their customer service capabilities and individual success, every agent should demonstrate skills such as patience, communication, listening and computer skills.


Often, calls that come in to contact centers have frustrated people on the other end of the line. A contact center agent must exercise patience in dealing with frustrated callers. The agent must be able to remain calm, help the caller outline their problem and/or concern, and assist them with resolving the issue or pointing them to a more appropriate resource.


Good communication skills are essential to handling calls effectively and ensuring that the appropriate information is exchanged in a way that both the agent and the caller understand. This means having an Contact Center Agent Must Have Skills 1even, easily understood speaking voice and the ability to hear and understand why the customer is calling.  Every agent should have the ability to communicate with customers and clients pleasantly, in a clear, direct and professional manner.


Good listening skills are as important as good speaking skills. Callers usually want to vent or discuss an important issue, meaning that a successful exchange will involve the agent listening to the caller, asking pertinent questions and reiterating the facts back to the caller. The ability to understand exactly why the caller is asking is a crucial skill for a contact center agent.

Computer Skills

Contact center agents should be familiar with basic programs (Windows, Excel, Word, etc.) and be able Contact Center Agent Must Have Skillsto enter data quickly. Such skills as accurate typing, use of proper grammar and accurate spelling are also important.  Agents should be good at multitasking, since the time they spend talking to customers may be limited and the ability to type and listen or talk at the same time will help the agent become more productive.

The qualities of a good contact center customer service agent include paying attention to detail, using active listening skills, and being a problem-solver. Having people with these qualities in your contact center will positively impact every aspect of your business, and most importantly, will help you keep your existing customers, while gaining new ones!

Interested in agents with the skills above handling the customer service calls for your business? Contact Stratus Contact Solutions today for a free proposal!

Lu Gutierrez is the Director of Human Resources at Stratus Contact Solutions. She has been with the company since 1997 and has over 30 years of experience in the industry. Previously, Lu worked with a variety of telecom companies through mergers and acquisitions, including WorldCom, Metromedia, and LDS. Currently, her responsibilities include employee recruitment, payroll, benefits and employee relations for all of Stratus.

How to Improve the Abilities & Results of Your Contact Agents

Any relationship expert will tell you that one of the key factors to a strong relationship is communication. Similarly, the key driver for an agent’s improved results is communication in the form of feedback. When contact agents enter into an agreement to join an organization, it should be perceived in the guise of a relationship and the best way for that relationship to flourish is maintaining a constructive, open dialogue between the agent and the company. Both parties should express their needs and wants at the very beginning, and both parties should then do their best to actively meet those expectations so that they can effectively co-exist together.

Relationships are hard to quantify, as it relates to results, but an agent’s production can easily be made measurable. We can’t always assume that an individual is performing well based on face value, so when it comes to assessing the skills of our contact agents we have to look deeper than what’s on the surface. Every member of personnel in a leadership position has their own idea of what a good contact agent is. For example, individuals with no behavioral issues yet have a attendance record are not ideal candidates for good contact agents, because one of the most important traits an agent needs to have is dependability.  To discover the true breakdown of what makes a good contact agent we have to look at all the pieces individually.

For starters, let’s look at the basics: it’s vital that contact agents be present mentally and physically, have an attention to detail and an overall positive outlook for their responsibilities. So how do we get someone to that level? Regrettably, there is no a straight forward answer to this question. However, the journey to achieving effective agents begins with the aforementioned feedback from your company’s leadership team. If one were to look at other areas of business, such as retail, you will notice that there are a good amount of metric driven functions from a day-to-day stand agents at work

Each individual is expected to be the subject matter experts of their respective role, whether they’re on the phones driving customer service or rearranging a planogram for next day retail sales. Now, let’s look at the metrics that are tied to that. You have the amount of calls taken per day and, in retail, the number of items pulled and stocked on store shelves. Going a step further in dissecting each of these duties, you now have the quality of the phone calls to monitor in your call center vs. the cleanliness of the store aisles at the retail store. As contact agents are involved in each practice, they have to know several things in order to effectively advance their efforts.  They need to be comfortable asking questions like, “Am I doing this right? And if I’m not, what can I change so that I can do better?”

While you observe the contact agents tasks, it is best to practice touch point recognition with each individual agent. This is can be used as an behavior reinforcement tool for encouraging positive behavior and dissuading negative behavior. Negative reinforcement should naturally be handled a touch more delicately, so those are best saved for one-on-one sessions. However, positive recognition, say for completing the agenda of a high call queue, can be something as private as a high five or as public as an email message blasted out to the entire team that highlights certain individuals. These practices may seem small to those of us in leadership, but performing these acts of recognition will do wonders for the contact agents’ self-esteem and their overall outlook of the company as a whole. Group feedback is vital as well for reaching a mass of agents, giving the agents a template in which to provide their own feedback. By addressing your agents’ concerns and queries, it allows them to perform better as both as individuals and the group as a whole which, in turn, helps produce success for the organization.

Not every relationship is perfect, just like not every agent is the right fit for a company. But exploring all areas for growth potential will help the cultivation of an effective and prosperous work dynamic between employer and employee. Though a company’s policies and process may be set in stone, being receptive to your own needs as well as  the needs of your contact agents will always be the  penchant for growth.

5 Ways to Reduce Abandonment Rates

From talk time to handle time and quality scores, every call center is accountable for the metrics they produce. Another metric that’s just as important is the abandonment rate. Abandoned calls are very influential as they reflect how prepared a call center is to manage the volume of inbound and outbound calls. Some may say that the answer to dealing with abandonment rates is to just have a large number of agents at all times. Doing this is only placing a band-aid on a much bigger issue. Instead, let’s look at a few helpful ways to help reduce abandonment rates as they occur.

Tip # 1 Staff Accordingly

Every call center operative knows that abandonment rates are the percentage of inbound phone calls filtered to a call center.  The abandonment, or dropped calls if you will, occur when the customer releases the line prior to speaking with an agent. Having your staffing model already outlined in regards to how many agents are currently logged in as Abandonment Rateswell as their hours of individual operation will assist in gauging the full length of the volume before it arrives.

Tip # 2 Plan Ahead Rather Than Planning Later

In this regard, simply be proactive and not reactive. In relation to staffing, use any past experiences to track trends so that you are prepared for what the next move will be. An example of this is looking at metrics from previous days to know when the volume peaks and when it tapers off. This helps knowing the nature of the call volume ahead of time in order to give you the upper hand.  From here you can work with your supervisory staff on items such as employee attendance as well as breaks and lunches.

Tip # 3 Work With Clients on Forecasting

Call center responsibilities and client expectations go hand in hand. It is important to have a relationship founded on communication. One of the key elements of this is a forecast. A forecast of call volume from a client perspective will also help in planning ahead. Work force management teams will utilize forecasts to equalize the staffing as well as create the necessary schedules for each agent. Having a forecast will help optimize your team compared to the adverse effect of approaching volume with limited coverage.

Tip # 4 Work with supervisors and agents so that they can work with you

There’s no secret that agents and supervisors aren’t a fan of working overtime or, in some cases, down time when available. Where the extended hours can help them from a financial perspective, work life balance is just as important. In conjunction, this also assists the business in moments of staffing needs. Working with your team on applying extended hours or, a substitution of hours on another day can make a world of difference. In a busy call center environment, dedicated agents are more susceptible to doing the additional time. On the other hand, decreased staffing one day to apply staffing on other days that are historically busy can also be beneficial.

Tip # 5 Call Back Resolutions

This last tip is not my all-time favorite, primarily because first call resolution is highly important for call center processes. However, in the event the situation presents itself where volume is too high and there are varied client Abandonment Ratesexpectations, customer calls backs can be utilized. This keeps a commitment to the customer by reaching back to them and it also shows the customer that a company is cognizant of the customer’s concern.  I would keep this as a last resort.

Though every approach is different when dealing with abandonment rates, as long as you build a strategy you will be prepared. Set the expectations within your center, create guidelines for your supervisors, as well as yourself and the rest will structure itself.

Ilou Thompson is the Corporate Trainer and Quality Manager at Stratus Contact Solutions. He has been with the company since July 2014 and has 9 years of experience in the industry. Previously, Ilou worked with ADT Home Security Services where he worked with and developed groups of 30+ agents monthly. Currently, his responsibilities with Stratus include creating training material and agendas for new accounts, training agents on new material, as well as maintaining call quality observations for each account.

Need help staffing your call center, or managing your abandonment rates? Contact Stratus today for a free proposal! 

Developing Call Center Agents to be Effective

Developing call center agents to be effective points of contact in customer service is no easy feat. It can take hours of training, and even re-training, to help an agent perform at the level required for a role within the call center industry. However, the training guidelines listed below will help any training supervisor maintain quality standards among their call center agents.

Developing Call Center Agents to be EffectiveExercise managerial courage

The world of the call center is unique, yet routine. Processes and policies will remain the same for the most part, but one dynamic that will continue to change is the agent. Occasionally, an agent may exhibit an undesirable behavior, which is when it becomes necessary to address the agent. If the behavior is not addressed, the individual may become a hindrance to surrounding agents.


A few examples of this include inappropriate dialogue being used on the call center floor or a lack of enthusiasm when handling customer service interactions. Both of these behaviors can drive productivity into the ground and make the workplace environment less than desirable to work in. Fair and firm leadership puts an end to these non-conducive workplace behaviors. It also creates respect for the supervisors, while eliminating any opportunity for subterfuge amongst the agents.

Avoid being derailed

When discussing individual performance with call center agents, the supervisor may experience what is known as projection. This is when the agent displaces unwanted feelings onto others, rather than themselves, otherwise known as ‘the blame game’. While this is happening, the supervisor should remain receptive to the agent’s input regarding other individuals, and try to find any phrases in which the agent explains their behavior. The supervisor can then explain that they are appreciative of the agent’s thoughts, but have observed some behaviors that should be addressed. This kind of statement opens the dialogue for ways that the agent can improve upon their behaviors, while at the same time maintaining an understanding environment.

Shuffle the deck every so often

Over time, with any organization, cliques can begin to develop. This happens even more so within the call center; agents work in the same spot for most of the day, which undoubtedly fosters strong relationships. As supervisors observe Developing Call Center Agents to be Effective - Shuffle the Deckthese relationships, it is important to take note of what behavior is tolerable and what behavior is not. For instance, if there is a specific group that works well together and performs at a high quality level with minimal issues, it best to keep them together.

On the other hand, there may be a group of agents that only have an interest in doing their assigned tasks, and nothing more. In this case, it may be a good idea to mix a few good agents in with the complacent agents. This will accomplish two things. First, it will allow the supervisor to see how the agents function as a collective group, and second, it will cause a viral effect of increased productivity. When the agents that are exceeding begin to work with those that have difficulty, those good work ethics begin to rub off on the group.  This doesn’t happen overnight, but in the long run, it will be very easy to see an uptick in productivity and performance.

When used effectively, these techniques will separate a leader from a manager; a manager handles processes and functions, but a leader is also able to motivate their employees. Motivation is accomplished by giving honest feedback and positive encouragement; with the right mix of those factors, any supervisor will be doing more for their agent’s character and their business than they may even realize.

Ilou Thompson is the Corporate Trainer and Quality Manager at Stratus Contact Solutions. He has been with the company since July 2014 and has 9 years of experience in the industry. Previously, Ilou worked with ADT Home Security Services where he worked with and developed groups of 30+ agents monthly. Currently, his responsibilities with Stratus include creating training material and agendas for new accounts, training agents on new material, as well as maintaining call quality observations for each account.

5 Training Methods to Improve Call Center Agent Performance

Call center agents experience a wide variety of things during a typical day of servicing customers. These experiences give the individual new-found knowledge, allowing them to grow as an agent. Because I was once a call center agent, I was able to do just this, which has helped me in training newer agents. I try to pass on knowledge, tips, and tricks to each individual, so that they can succeed in their role. Below, I have put together a list of five tips that I try to instill during training, in order to improve call center agent performance:

Tip # 1- Know where you stand with quality

Perception plays a key role in every job and the call center is no different. Therefore, it is important for the agent to 5 training methods to improve call center agent performance - Qualityknow what level of quality they are providing in their role. An agent may think that they are doing a fantastic job, when in actuality there could be a few areas that need improvement. I urge agents to ensure that they meet with their supervisor for quality reviews on either a biweekly or a monthly basis. These reviews bring light to the areas of their role that need improvement, as well as the areas that the agent is excelling at. Getting negative critiques can be tough at times, but not receiving feedback at all is far worse.

Tip # 2- It’s not the customer…It’s you

With each training segment, I like to dedicate a small portion of time to emotional triggers. These are phrases or actions from the customer, or the agent, that can take a call from being great to being horrible. The main focus of this activity is figuring out which of these triggers can be controlled and which ones cannot. For instance, an agent experiencing computer lag due to a system issue cannot be controlled. However, the agent’s attitude and how they explain things to the customer is 100% controllable.

Tip#3- Focus on the task at hand

As customers begin to warm up to an agent’s personality, repeat customers are created that demand to only speak with specific agents. Because of this, it can be very easy to get wrapped up in dialogue that may veer off-topic. I advise agents that it is great to establish a customer-agent connection, but they have to remember that they are there to service customers in a timely manner, so that all other customer interactions can be handled.

Tip # 4- Set personal goals

As agents receive their performance metrics, it is a good idea to raise the bar, in terms of personal goals. This triggers 5 training methods to improve call center agent’s performance - Personal Goalsself-motivation within the agent, which improves performance, as well as productivity. When an agent and their
supervisor examine statistics such as calls per hour or their quality score, the agent should always be encouraged to have the mindset they did great this time, but to question how they can they do even better the next time. Emphasizing that the agent should never settle for mediocrity will always drive great performance. In some cases, incentives can be tied into this, which will motivate not only those being incentivized, but others who are witnessing this reward for performance.

Tip #5- Be present in mind and body

Attendance is important with any job. However, in a call center, it is important not only for the agent to “show up” physically, but also to bring their skills and ambition to the role. There is a lot of information being received, as well as given out in each customer service interaction, making it crucial for the agent be “present” while on the clock. When an organization is on the rise, supervisors look for leaders that can help to grow the organization for success. For an agent to be considered, I advise them to monitor, along with their work ethics and productivity, their attendance.

In short, approaching each customer service interaction with a good attitude, their best effort, and a certain level of self-motivation will guide each agent towards a higher performance level.

Ilou Thompson is the Corporate Trainer and Quality Manager at Stratus Contact Solutions. He has been with the company since July 2014 and has 9 years of experience in the industry. Previously, Ilou worked with ADT Home Security Services where he worked with and developed groups of 30+ agents monthly. Currently, his responsibilities with Stratus include creating training material and agendas for new accounts, training agents on new material, as well as maintaining call quality observations for each account.

How to Motivate Your Contact Center Agents

We all know that motivated agents work better and harder.  But how do we ensure our agents are always motivated? According to a recent SHRM Employee Job Satisfaction and Engagement survey, only 69% of employees feel they are consistently putting all their effort into their work. If you’ve tried a variety of incentives but are still seeing the negative side effects of low motivation, you’re not alone. By gaining a better understanding of what motivates people, you will make yourself a more effective manager and help you to get the most out of those agents who work for you. Here are a few basic techniques that you can try in order to keep your contact center agents motivated and to maintain overall productivity:

Make their Job FUN
An exciting work environment will make agents eager to come in to work.  At Stratus, we encourage all employees to participate in dress-up days where agents may wear the gear of a favorite sports team during playoffs, or participate in crazy hat or sock days during customer service week.  These kinds of things will put smiles on the faces of your coworkers and help your agents to maintain positive, upbeat attitudes. Motivate

Make them feel APPRECIATED
It is extremely important to recognize agents for doing good work and encouraging those who may not be performing up to expectations by providing helpful coaching and feedback.  An agent who feels valued and empowered is much more likely to work hard and do what is expected than one who feels neglected. If you see an agent go the extra mile for a customer, or you notice that an agent has been exceedingly consistent in their good service, let them know that you have noticed and appreciate their efforts.  A simple thank you or showing your appreciation for an employee’s hard work can make all the difference in the world.  Everyone likes to be recognized for doing an outstanding job.

Encouraging feedback shows agents you respect them and value their opinion.  Encourage them to share ideas with you. Find out what sorts of rewards or team contests they would enjoy most.  Try to implement suggestions where feasible. Coach agents on specific challenges and address any difficult issues they face. Remember that no matter our job position, we all like to be rewarded or praised for doing it well.

Make the Job Easier with TRAINING
Training is very important and an excellent motivator. It’s also a great way to show agents you respect what they do. Remember that your agents have a very difficult task of keeping customers happy, and any tools you can give them to make their job easier will be greatly appreciated. Training keeps agents up to date and focuses on the job at hand.  If agents are given quality training that covers the topics and issues they can expect to face, then they become more effective at their jobs and will, to a certain extent, motivate themselves to perform at a higher level using the skills learned during training.

Teamwork Thumbs UpReward for a JOB WELL DONE!
Rewarding employees for achievement is a far more effective way to reinforce shared commitment than punishing them for failure. Contact Center agents always enjoy receiving rewards when they hit contact center goals or go above and beyond the call of duty for a customer.  When someone does a good job it’s important to recognize their achievements. Offering bonus incentives gives the agents something to strive for and also shows you will commend good work.  When they see the positive and immediate results of what they do, they do it better; faster; more often.

With these tips, you can effectively keep your contact center agents happy and they will in turn provide great customer service to your customers!