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Providing incentives has been a mainstay of boosting agent productivity, but today contact centers are finding new ways to reinvent this classic strategy. Take the Scotts Company, for example. The lawn-and-garden products firm creates a real-time, ongoing incentive by delivering online reports that allow its Customer Service Representatives (CSRs) to see how well they are doing in comparison to their coworkers. Self-service. The strategy can put a smile on the face of any contact center manager striving to boost productivity by diverting customer interactions away from live agents.
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