Tuesday, March 28, 2017

Celebrate Often!

How does your team celebrate great performances on an ongoing basis?  I am surprised that many aren't doing so with regularity.  With the many challenges and demands placed on agents, every great performance is worthy of celebration.

Celebrating creates a culture of excellence, and gives your team a sense of value and belonging.  If any department in the company needs that, it's customer service! 

At my company, we utilize The Golden Thumb to highlight outstanding performance.  Voted
by peers, this is an engaging way for everyone to observe the accomplishments of the team, and ultimately the individual performers. 

Having spent many years in contact centers, I've discovered many budget friendly, yet meaningful ways to reward and highlight great performances.  It doesn't take much to show your staff that you care about them and value their efforts.  In fact, sincere, authentic acknowledgment is the first step. From there, the options are limitless.

Currently the Director, Contact Center and Customer Service at Framework Homeownership, I have over 15 years of progressive call center leadership and experience in the public, private and government sectors.

I have led or consulted contact centers of various sizes across numerous industries and environments including sales, BPO, and SaaS to name a few. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.

Connect with me on
 LinkedIn and Twitter.

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