If there’s one thing today’s call-center managers are likely to lose sleep over, it’s how to boost agent productivity. After all, you can save money by using technologies like VoIP, but the majority of contact-center costs lie in recruiting and retaining employees. As a result, any increase in their productivity can greatly enhance the return on investment.
But while much-ballyhooed bonuses and exorbitant incentive packages can increase productivity, they can also cause agent burnout. Here are four ways to get the most out of your contact-center agents — without driving them into early retirement.
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But while much-ballyhooed bonuses and exorbitant incentive packages can increase productivity, they can also cause agent burnout. Here are four ways to get the most out of your contact-center agents — without driving them into early retirement.
Read More Article...
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