Designing a Call Center Incentive Program that Drives Results

Incentives are often used in call centers to encourage agents to perform well. However, few incentive programs truly succeed in their objectives. Incentives can work, but only if they are designed, communicated and executed well.

Learn how to create an incentive program for your center that drives the results you are trying to achieve. You'll learn the 10 best incentive practices of leading call centers, as well as three common incentive mistakes. You'll also learn how to avoid an overly complex or unfair program.

Plus, you'll discover how to:

• Determine if your incentives are really working
• Create an incentive management system that drives
• Customer satisfaction
• First call resolution
• Customer loyalty
• Identify what you should incent – quality, productivity, sales, service excellence, all four?
• Decide if team leaders and supervisors should be given incentives as well

Take the missteps out of your incentive program by learning from others. You can create a program that meets business needs, employee needs and is easy to administer.

Who should attend?

Contact center managers, directors, and quality assurance specialists who are responsible for their performance management system. This seminar is appropriate for sales only, sales/service and service only centers.

Date:	Price:
Feb 12, 1pm-3pm EST	$299.00
May 26, 2pm-4pm EST	$299.00

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