As a call center manager or supervisor, you are regularly faced with the issue of how to motivate agents in a high-turnover culture.  Why do incentive and motivation programs fail?  They fail because they do not address the root cause of motivation.   

• Increase productivity
• Motivate agents
• Reduce turnover

View a sample of the principles and practical models presented in this toolkit.

The Threshold Model:

• enables you to create a customized plan for motivation, retention and productivity;
• drives the methods of motivation in your call center; 
• illustrates what you should do first to motivate and inspire your agents, and when to take various steps in the process;
• enables you to learn and have "hard numbers" to prove which job factors are most important and problematic in your call center.

Principles and models

Process overview

Form a project team

Assess current state

Identify gaps

Prioritize opportunities

Prepare business case

Launch program

Evaluate effectiveness

This toolkit addresses the root cause and discusses the agent-manager disconnects.  Motivating Call Center Agents shows you how to create a plan of action, involve others, choose the right team members and prepare your team to create a truly motivating call center environment. 

• Agent - Manager disconnects
• Principles of Motivation
• Threshold Model - including interactive spreadsheets
• The Motivation Lifecycle - the road to retention
• Team learning exercises for principles and models
• 8 different assessments targeted specifically to agents
• 8 different assessments targeted specifically to supervisors
• Specialized spreadsheets for scoring to identify gaps and prioritize your greatest opportunities
• Learn and have hard number to prove which job factors are most important and problematic in your call center.

View a sample of the principles and practical models presented in this toolkit.

The toolkit includes checklists, guidelines and templates to make sure that you are on the right track.

Motivating Call Center Agents has the most comprehensive set of assessments for understanding what truly motivates your call center agents. 

The Threshold Model shows what agents value and how you can motivate them. Learn about how to overcome the agent-manager disconnects. 

Assessments and scoring tables (rubrics) are included for the complete Threshold Model.

Find a Call Center Business Performance Package to meet your needs and save 20-25% off the list price!

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