Self motivated agents

At RXP we think our 2009 New Year’s resolution is going to be to stop reading and listening to business news – because it is always so negative – job cuts, economic slowdown, global gloom. Instead we want to think more positively about the real context of the current economic situation in terms of needing to get more out of your existing operation. As managers we all know that we must get the maximum out of every penny we spend. Cutting costs and increasing productivity is the “holy grail” for us all in every business.

So the question is … is there a way for technology to achieve this objective? One potential answer is Self-Motivated Agents where the use of technology has a more direct correlation to overall contact centre performance. The result is Agents who enjoy their job so much and see the rewards of their efforts immediately that they will naturally work harder; remain with their employer longer and take better care of their customers.

Our white paper on Self Motivated Agents looks at this topic from three perspectives:

What are the human factors that means that some, but not all employees want to do a good job for their employers. Research from Curt Coffmand introduces the concept of the engaged employee that is relevant for all contact centre managers to understand.
The relevance of reward and recognition - focusing on the role that bonus schemes can play to help to reinforce these high levels of employee engagement.
The latest technology tools - in particular a US software tool called Agent 00 that we believe addresses the fundamental issues of Agent performance by providing immediate feedback to agents throughout their shift on how they are meeting the goals of what is expected; customer feedback direct to the Agent; and Positive Immediate Consequences – where Agent actions are directly impacted by having a meaningful outcome for each individual to achieve.

Remember that, in a recession, every penny of investment money that you have available needs to provide the maximum return possible. Which is why focusing on tools that directly drive the performance of your people makes such a compelling proposition.