Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff

Managing and Motivating Contact Center Employees reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff. This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment. As the manager of a customer contact center, you know your employees are among the most highly visible members of your organization, and their performance can make or break the success of virtually any project or product. Yet it is challenging to motivate them because they receive less training and lower pay than virtually anyone else in your organization.Managing and Motivating Contact Center Employees gives you the field-proven information, tools, and techniques you need to connect with your frontline staff and lead them to exceptional performance. It explains how to manage the critical "human" element in contact centers, which is often more important for overall performance than having the latest contact center technology or operational system. This results-oriented reference is written by contact center consultants for Dell, Microsoft, Bank of America, and other leading organizations—to help you:Establish critical lines of communication between supervisors and contact center repsSet clear expectations—and provide appropriate feedbackShare knowledge freely, even as you listen and learnContact center employees are in daily, direct communication with your key customers and are an integral component of your company's long-term success. Learn how to draw out and utilize their motivation and talents, while maximizing their workplace satisfaction, with Managing and Motivating Contact Center Employees.Whether you are a contact center trainer, supervisor, or manager, Managing and Motivating Contact Center Employees provides tips and techniques to boost morale, streamline business processes, and inspire outstanding performance, including:Strategies to get—and keep—good contact center repsMethods for transforming a group of individuals into a teamProven techniques for building high moraleTips for dealing with problem employeesDozens of fun, self-directed training activitiesand much more Pt. I. How To Motivate Contact Center Agents: Five Ways To Boost Morale And Performance -- Ch. 1. Managing The Mood In Your Contact Center: How To Lift Morale -- Ch. 2. The Look And Feel: Creating A Motivating Physical Environment -- Ch. 3. Team Building In The Contact Center: Basic Guidelines Plus Ten Activities To Get You Started -- Ch. 4. Making It Fun To Succeed: Incentives, Rewards And Contests -- Ch. 5. Keeping The Peace: How, When, And Why To Manage Employees' Stress -- Pt. 2. Managing And Coaching Contact Center Agents -- Ch. 6. First, Get The Right People: Hiring Frontline Staff For Your Contact Center -- Ch. 7. The Manager's Role In Employee Training -- Ch. 8. The Measures Of Success: Assessing Employee Performance. Malcolm Carlaw ... [et Al.]. Includes Bibliographical References And Index. Gives you the information, tools, and techniques you need to connect with your frontline staff and lead them to performance. This book explains how to manage the critical 'human' element in contact centers, which is important for overall performance than having the contact center technology or operational system. Call centres have become a primary way companies around the world interact with their customers. This book explains how call centre managers can create a motivating environment that yields outstanding performance from call centre employees, whether in customer service, sales or technical support Use this creative; practical book to learn how to boost morale; streamline business processes; and inspire outstanding performance from frontline sales and service staff. -- Edited summary from book In contact centers where morale is high, employees approach their work with energy, enthusiasm, and willingness.