Customer service through your employees: do they know you appreciate them?


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Do your employees know that you are happy with them? Making your employees feel valued should be an ongoing priority. It’s a very important factor for a successful contact centre. People who feel appreciated are far more likely to be productive and happy in their role and as we all know, motivation and retention are crucial.

Showing your employees that they are appreciated doesn’t have to take much, but can make all the difference. Here are five ways to ensure your agents know they’re in the right job.

Talk to them

You may be their boss, but that’s no reason to act like you’re ‘above’ your employees. Talking to your agents on their level and engaging in some light-hearted conversation now and then can really make the difference between a kind, easy-going boss and an unapproachable grouch – and a little goes a long way.

Successful day? Tell them
Who performed best that week? Send round a star player email each week. This will create a motivated and lightly competitive environment that encourages employees to be the one praised that week, whilst letting them know you’re noticing their successes.

Provide clear progression opportunities
Your employees may feel unappreciated when they are working hard but can’t see their career heading in the right direction. Making sure to provide that direction will help them keep on track with their targets and ensure they know you believe in them.

Organise a regular social event

You know your team best. Will croissants on a Monday morning motivate them for the week? Or how about beers on a Friday to look forward to after a long week? Alternatively, a bigger event such as a team dinner or an outing is great for team-building and relationships across the company.

Simply say thank you

The magic words. It does sound obvious, but this simple phrase goes a long way to let your employees know you appreciate their work. Whilst we’re at it, please is very valuable too!

David Ford
I am an experienced engineer, director and corporate adviser with focus on technology sector. I now work as the Managing Director of Magnetic North. Magnetic North is leading the contact centre in the cloud revolution by providing organisations of every size with a high-availability, secure, enterprise-class solution at a fraction of the cost of the cost of traditional systems, together with transparent pricing, out-of-the-box integration and continuous product innovation.


  1. David, great post! Each of your points are incredibly valid. As a CEM leader, I am constantly looking for ways to highlight my employees, make them feel valued/appreciated, and encourage them in their career paths. A simple ‘thank you’ will go a long ways, as well as genuine conversations. I also create weekly shoutouts and have found those to be motivating. I look forward to reading more of your thoughts on CX.


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