The Contact Centre Hierarchy of Needs Related Articles The Customer Hierarchy of Needs Definition: Contact Centre Jargon and Terminologies 5 Ways to Rethink Contact Centre Training 15 Surprises for Boosting Agent Morale 3,330 Filed under - Workforce Planning, Scheduling, Shift Patterns Here is an interesting idea that we came across – based on Maslow’s Hierarchy of Needs. At a recent conference, we saw Grant Holden give a presentation where he introduced a contact centre version of Maslow’s Hierarchy of Needs. What is Maslow’s Hierarchy of Needs? Maslow’s Hierarchy of Needs is a psychological theory which has been used to describe patterns in human motivation. It suggests that certain basic needs must be met – such as eating and sleeping – before a human being can focus on achieving anything beyond that. For example, if someone has been up all night they are hardly likely to be at peak performance the following day. The same principle can be applied to organising your agents’ pay, holiday and overtime. The Contact Centre Hierarchy of Needs Here is the Contact Centre Hierarchy of Needs: In essence, there is little point in trying to discuss overtime arrangements with your agents until they are content with their pay, holidays and shift patterns. What is the benefit of applying this theory? The hierarchy teaches us that you’ve got to learn to walk before you can run – and that making time to get the basics right can go a long way in creating happy staff and achieving the wider goals of your business. What has been your experience of motivating agents? Author: Megan Jones Published On: 29th Oct 2014 - Last modified: 27th Oct 2020 Read more about - Workforce Planning, Scheduling, Shift Patterns Recommended Articles The Customer Hierarchy of Needs Contact Centre Jargon and Terminologies 5 Ways to Rethink Contact Centre Training 15 Surprises for Boosting Agent Morale Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter