Friday, June 16, 2017

The Power (and Importance) of Agent Recognition

By Celia Thomas

It is extremely important to give recognition to front line employees, as they are the lifeblood of the contact center. It shows we value our agents, and at the same time, it increases morale and loyalty.

Public recognition is how I reward my agents who give excellent customer service. First of all, they deserve it. Secondly, it allows them to shine bright in the spotlight of success. This type of recognition will go a long way in building trust and comradery. It's also great that it costs the company little to nothing!

Here are few ideas you can bring to your contact center:

· Public shout out - During daily huddles, I publicly acknowledge agents for their accomplishments. I find this to be an effective motivator. 

· Certificate of Appreciation - post one at the agent's station and another on the center's Achievement Wall.

· PowerPoint slide - Create a slide detailing agent achievement. This can be posted to call center monitors and/or communication boards.

As you can see, these are easy to implement and they're easy to on your budget.

There's nothing more satisfying than being recognized for a great job. Accolades are a great motivator and they'll aid in making your agents happy. As we know, happy agents mean happy customers and less turnover!

Celia Thomas has 22 years of experience in the contact center, including 9 years in call center management. She has extensive knowledge in overseeing day to day operations, and is well versed in managing both Inbound and Outbound projects. During her career she has managed and grown many B2B and B2C client programs.

Follow Celia on  LinkedIn and Twitter! 

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