Devise a compensation program that galvanizes your contact center reps.

By Reported Donna Loyle

In summary, says Kislik, “You can’t just dangle carrots in front of people and expect to get the performance you want. Rather, you must establish clear goals, and have a deep understanding of the job and what results you want to achieve. And those results have to entail something you can measure and reward. That is, you have to know exactly how agents can be successful in your organization.”