If your frontline staff members aren’t happy, your customers won’t be happy. With customer satisfaction depending on the quality of the agent/customer transaction, it’s critical to keep your staff for the long term and motivate them to perform well.
This session introduces several different motivational theories and presents dozens of ideas and case studies about what’s working well in other call centers to keep the staff motivated and happy. You’ll hear about some creative contests and games you can use, as well as pick up some ideas on how to reward individuals and teams for meeting performance goals.
About the Speakers
Mary Lafosse
Contact Center Speech Analyst
Passionate about customer experience, Mary brings over 20 years of contact 
center operational experience to Calabrio as a contact center speech analyst. She has cultivated expertise across all functions of operations, emerging as a seasoned subject matter expert with experience garnered from first-hand experience in contact centers. Mary is passionate about challenging people to think differently about business processes - encouraging leaders to reconsider the purpose and function of service centers from the outside-in as their value relates to customer experience and ease of doing business. Mary holds a Contact Center Operations Manager (CCOM) certification and a Bachelors in Business Management.
