1. Principles and
Models
Introduction
The agent-manager disconnect
Principles of motivation
The Threshold Model
The Motivation Lifecycle
Creating motivation is a process, not
an event
2.
Process Overview
Prosci's motivation process roadmap
Process overview: the action
steps
How each section is organized
3. Form a project team and
begin change management
Introduction
Form a project team and begin change
management
Preparing your team members
Change management training
Team models: Involving your
project sponsors
4. Assess the current state of
the call center
Introduction
Assess the current state of the call
center
How is assessment performed?
Assessment instruments
Agents' questionnaires
Supervisors' questionnaires
After the assessment
5. Identify gaps using the
Threshold Model
Introduction
Analyzing your data
Identifying disconnects
Presenting your results
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6. Prioritize the greatest
opportunities
Introduction
Understanding the overall process
Analyze suggestions from agents and
supervisors
Pattern analysis
Gather additional data
Brainstorm potential solutions
Prioritizing the solutions
Creating your action plan
Sharing the plan
7. Prepare the business case
Introduction
Getting started
The business case - what is it?
Business case template
Presenting your business case
Revising your plan
Sharing your plan with your call center
8. Launch your program
Introduction
Using change management
Creating a project plan
9. Evaluate effectiveness
Introduction
Selecting measures
Collecting data
Assessing the results
Revising the plan
Implementing revised plans
Celebrating success
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