Motivating the Front Line

John Bowles' article in the March 2001 issue of Customer Interface Magazine, "Motivating the Front Line," discusses approaches to keep your agents in winning condition. Some of the approaches discussed include:

• Motivational campaigns
• Rewards programs
• Cash vs Prizes

Visit http://www.c-interface.com/issues/2001_03/customercare_frontline.htm to read the entire article.

Tidbit: John Bowles recently covered several presentations at the eCRM Conference in March. At the conference, Keith Rodgers, president of TBC Research, questioned the value of downsizing in his presentation. Here's a quote from the summary that provides food for thought: "Workforce reductions are inevitable in a down market, but businesses need to be aware that their competitive edge, not to mention training investment, are going out the door as well."