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Incentive Programs that Drive Performance

Session 401: ICMI Contact Center Expo & Conference

Contact centers are full of programs to motivate agents and boost morale – but all too often these programs are actually counter-productive, reducing morale and encouraging unintended behaviors. How do you create a program that is effective, aligned with your business goals, and embraced by your staff? In this panel you’ll hear about creative incentive programs that really work, and gain insight into how they were developed in order to maximize their success. You’ll also have a unique opportunity to hear the honest perspectives of agents and supervisors on these programs, and learn what really motivates the front line.

I'm excited to be moderating this panel featuring Jenny Dempsey of and Aaron Taylor of

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