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

Find out what non-money motivators affect a rep's performance by asking them. Try this test: Create an informal environment and ask your reps what they want. For instance, pull up a chair beside a rep at the workstation and ask, "What three things annoy you about your job?" Then ask, "What would make your job more satisfying?" When I first tried this approach at Orvis, the entire row of reps chimed in with dozens of thoughts in between calls. Their input was invaluable.