Online Event to Highlight Employee Incentives
September 13, 2011
By Tracey E. Schelmetic
, TMCnet Contributor
If you run a call center, you'll know that the best technology in the world won't help you much if your agents are up to their jobs. While we sometimes get lost in the everyday grind of headsets, interval forecasting, paperwork, KPIs and call volume, we forget that our call center/contact center agents are, in a sense, members of the company's sales team. Even if they take only inbound calls, they are still a critical element of the company's overall sales channel, since they're the ones at the front line receiving customers' first impression (either bad or good), and often, what they say to customers affects that customer relationship forever.
So while we all know proper training to use the call center's technology or scripts is important, what about doing all we can do to turn them into good representatives for the company? In essence...good salespeople?
An upcoming online event – Benchmark Portal's CallTalk, an online radio show that on the afternoon of September 14, will be hosted by both Benchmark Portal's Bruce Belfiore and guest host Bob Cowen, representative and adviser for employee incentive company Snowfly (News - Alert) – will discuss the concept of employee incentives in the call center. During the course of the event, the hosts will offer the secret of successful employee incentive programs: feedback and reinforcement. These are two of the four core tenets driving behaviors that can affect a call center's key performance indicators (KPIs). Call center supervisors and managers will find it worth their while to invest a few minutes with CallTalk to learn the best, practical ways to use employee incentives.
Broadcast monthly, directly over the Internet to listeners' desktops, CallTalk covers informative and educational topics impacting the call center/contact center industry today. This show, which is hosted by Bruce Belfiore, Senior Research Executive for the Center for Customer-Driven Quality (founded at Purdue University (News - Alert)), is aired without the participation of vendors, so that topics remain free from their influence and guided by the listeners themselves.
The event will take place tomorrow, Sept. 14 at 4PM EST. CLICK HERE. Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.
Edited by Stefania Viscusi