Articles about motivation

As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some consistent elements common to most team leader roles. 

Abhinit Gogia thought that his colleagues in the contact centre were looking dull and uninterested.  On his way home, he thought of an idea that would get everyone going.
Read on to find out what he did….

Get the team away from their desks and hold a storming session.  It is difficult to do this when you are in the trenches, but you could get another team to cover you.
To solve the problem of brainstorming (people shutting down ideas) get everyone to spend a couple of minutes putting their ideas down on [...]

As leaders we need to ensure that our teams are delivering high performance.  But this is easier said than done.  Angelo Azar highlights three actions that a leader in a contact centre environment can prioritise for maximum return.

As an industry, contact centres have a reputation for being unable to retain our best staff.  The churn in our industry has always been high. But it doesn’t have to be this way.  Penny Hutton provides her 10 top tips to build loyalty amongst staff.

Breaks are an essential part of the daily routine in a call centre, but scheduling them can cause a headache for management. Matthew Brown looks at successful methods to overcome lunch and tea break planning chaos.

Have you got a team that is underperforming?  Is poor teamwork producing lower results?
Are there frustrations that inhibit individuals’ effectiveness?
Martin Marris highlights some top tips that could help to make your team more than simply the sum of the parts.  

The London 2012 Olympics will be the biggest sporting event in Britain for generations, and it provides the perfect opportunity for some exciting motivational games for the call centre.
Matthew Brown looks at how to set up an Olympic-themed call centre game.

We asked our panel of experts for their advice on how to make telephone sales people more productive.  We came up with a good number of tips.
It may be worth trying some of these in your contact centre.

It’s easy to think that one person doesn’t make a difference in a call centre with hundreds of agents. But the impact of one agent on service levels can be huge.
Matthew Brown explains a technique called the Power of One.