Contact Centers: When Money Is Not a Motivator

* Tell employees how they’re contributing to corporate-wide success. “I’ve found that people mostly want to be part of a successful organization,” says Ross Adams, HR manager at New Pig. “And if you add in fun and recognition to that, then more money becomes merely a token to them.”

* Adopt the personal touch. “People get off track sometimes,” says Angela Wolfe, contact center manager at Orvis catalog. “They have kids, they miss work, get distracted. Just having a manager touch base with the employee to ask, ‘Is everything all right? Can we help you with anything?’ can really mean a lot to some people.”