Catch agents doing something right.
One of the problems with most quality systems is that they tend to overly focus on the things that agents are doing wrong.
Instead, try to catch agents doing something right. Positive reinforcement is so much more important than negative scoring.
The agent will feel better and should then volunteer areas where they could have done better. This then drives positive change.
Author: Jo Robinson
Published On: 20th May 2014 - Last modified: 10th Dec 2020
Read more about - Archived Content, Reward and Recognition
