Our annual compilation of the year’s best tactics and tips in the catalog/multichannel business

41. Make reps’ lives more interesting.
Change up your call center reps’ activities all in the interest of keeping them interested in their work. Offer your reps enough variety to stay alert. Most experienced reps can participate in such activities as record keeping, training, analysis and call monitoring to some extent. Consider setting aside a few day parts each week for alternative activities. Not only will the change of pace revive long-timers, it may also give them added context about how all the call-center functions work in concert.
Liz Kislik, Liz Kislik Associates
“Keep ’em on Their Toes: 10 ways to keep call-center reps interested in their jobs,”
April, Catalog Success