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

Taggart recommends encouraging reps to frequently complete surveys of leadership. Those surveys help him identify gaps in communication at Sundance, as well as motivational opportunities.

7. Team camaraderie. Although the contact center rep role primarily is an independent one, reps feel strongly about sharing ideas. They discuss call-handling techniques and vent after difficult calls. One rep shared, "I prefer to be surrounded by motivated reps who take pride in their work. My job is very important to me, and I expect others to take theirs seriously, too."