Call Center Agent Motivation and Compensation: The Best of Call Center Management Review, Second Edition

The link between motivation and performance is a truly powerful one. In successful call centers, you’ll find leaders who understand how to energize and inspire their staff—despite management challenges, such as marketplace fluctuations, outsourcing and job-role changes.

In the pages of Call Center Agent Motivation and Compensation, you’ll find the strategies and tactics that work for managers of top-performing call centers, including:

• The principles of effective motivation

• Ideas for compelling reward and recognition programs

• Motivating staff without burying budgets

• Agent compensation trends

• Incentives that rev up and retain agents

• Motivating agents with skills and career growth opportunities

Effective technology and processes play critical roles in call center performance, but it’s the people who most impact customer loyalty.

Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.

Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.