A healthy approach toward work-life balance is crucial for both productivity and motivation. Instead, we often see dysfunctions in the contact center workplace. At one end of the spectrum, some cultures require and reward consistent presence and continual connectivity. This often leads to agents developing a sense of “presenteeism”, a condition whereby people feel they must show up for work – no matter what, even if they are sick. This can actually impair productivity and cause others to get sick as well. On the other end of the spectrum are those who are chronically disengaged, who some studies indicate are an increasing percentage of workers. These include “retired in place” individuals who sap motivation and efficiency from the center and its culture. Both of these conditions are highly detrimental to the center as they decrease both productivity and morale. Following these simple Best Practices will help reduce these dysfunctions:
Track presenteeism just as you do absenteeism– avoid letting employees become obsessed with work and “coming in” even when sick. Establish a sense of wellbeing in the workplace. This can actually increase productivity, dedication and loyalty long term.
Motivate people by acknowledging with sincere, specific, positive, public recognition. Tell people what they did right, and use ‘muscle words’ to praise them.
CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels” distills “Aha!” moments from these interviews into practical, bite-sized nuggets to inform and assist you as a contact center professional.
This CallTalk Caramel was compiled and edited by Bruce Belfiore and Kamal Webb. It was drawn from a CallTalk episode with Dr. Rosanne D’Ausilio, entitled “Tips On How To Motivate/Manage Your Supervisors and Agents”. To listen to the entire episode click on this link: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/01/manage-and-motivate-agents
Tip of the Week: Motivate people by acknowledging with sincere, specific, positive, public recognition!
