Keep ’Em On Their Toes

Some call-center employees stay with their companies for many years because their employers are generally fair, locations are convenient for them, the pay is good, the work isn’t too hard, and their coworkers are likable and supportive.

Despite a good work environment, doing the same job day in, day out can get a little, well, boring. This not only results in a feeling of staleness, but it can also manifest in that rote, pro-forma voice that undercuts interactions with customers. So how can managers enrich or enliven the work environment to keep reps feeling and giving their best?