Feed the Fire

For example, say you want to reward compliance, which is really a performance issue, she continues. But when you enforce compliance, such as requiring that CSRs ask each customer for an e-mail address or make an upsell offer, agents tend to think you’re trying to make it hard for them to meet goals. “They think what you’re really trying to do is take money away from them,” says Kislik. “That’s how they interpret this.”