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Teaching new tricks with call center incentive programs

Reward programs help companies create incentives that encourage workers to learn faster and boost their ability to use new channels.

Technology is rapidly changing the way businesses interact with their customers. Having a multichannel contact center is now a requirement as people seek answers through social media, web chat, mobile devices and more.

Companies have been implementing new procedures to handle the increased number of channels, but many employees struggle to adjust to their new reality. Call center incentive programs can be instrumental in getting workers to use email, social media or video in their interactions with customers.

Training is essential to maintaining a quality customer experience, and incentive programs can help reinforce the lessons. Recognizing individuals who have quickly adopted new practices and delivered outstanding service could encourage other workers to adopt the policies as well. Video and live chat programs are two areas of technology that are gradually becoming more popular among users, helping businesses enhance customer experiences.

These service channels create a much more engaging experience for customers and can increase satisfaction and boost retention. However, providing friendly and energetic service across multiple channels can be daunting to employees. Reward programs help companies create incentives that encourage workers to learn faster and boost their ability to use new channels.

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