Feed Fire

Or say you want to reward results. Measuring quantitative results, such as how much time a CSR spent on customer calls, is relatively easy. But measuring qualitative results, such as how many angry customers he appeased, is much more difficult.

At New Pig, agents are rewarded for their cross-sells and upsells. But rather than simply pushing the product of the day, the program is carefully devised to promote customer service. So if a client orders, say, a pipe, CSRs are prompted to mention quantity discounts on that item and the other merchandise the customer will need to properly install that pipe, such as special straps or bolts.