Contact Centers If Money Isn't the Answer, What Is?

Donahue suggests you provide your leaders with a checklist of what to look for while walking the floor. Often, leaders behave passively, waiting for a hand to be raised with a question. Encourage them to observe call-handling techniques and to actively engage reps with feedback. In addition, "Never walk by someone in your contact center and ignore them," Donahue says. Treat reps with respect.