Contact Centers: When It’s Time to Change Compensation Plans

* Make it clear you’re testing a new compensation plan with a small group of employees, while holding everyone else accountable to the current program, says Kislik.

* Take a mid-line compensation plan, and run those numbers for every one of your employees. Get HR’s help if needed. “Then for the influencers -- and you know who they are -- run worst-case scenarios, and then go back and fix the plan.”