Contact Centers: How to Boost Contact Center Operations

¥ Give recognition and attention: Kathy Gennette, customer contact center director at Norm Thompson Outfitters, an Oregon-based multititle cataloger, gives high-performance contact center reps recognition such as private lunches with her. “During these lunches, I also get great ideas for work processes we can improve,” Gennette said,”and by winning the lunches, the reps get recognition among their peers.” Gennette and the other Norm Thompson managers also send reps holiday cards and notes of congratulations when they do good work. “Reps think, ‘You noticed!’”