Here is an idea to help keep your agents motivated – no matter how experienced they are.
It is easy to direct all your praise at your top performers, but it is far more beneficial to praise agents who have made noticeable improvement in their work.
Making an effort to ensure that those who are improving – and not necessarily ‘perfect’ – are recognised for their efforts will help to keep the whole contact centre motivated to reach their full potential.
You don’t have to overhaul your whole agent recognition scheme either. You could just add a new category called ‘Areas of noticeable improvement’ to your QA form, or add a ‘Most Improved’ category to your monthly or annual awards.