We all know the success of any Call or Contact Centre lies with in the agents. That’s why everything you do, every report, wallboard, coaching session needs to move your agents towards their most productive state “Maximise Reward”, also known as “Engagement”.
One of the easiest ways to do this is to make sure your wallboards are brain-centric and pass the SCARF test.
Status – Am I valuable?
Certainty – What happens if?
Autonomy – Do I have control?
Relatedness – Do I belong (tribe)?
Fairness – Am I treated fairly?
To review your wallboards and learn how to move your agents towards their most productive state, and away from the “Minimise Danger” state. Contact SJS and arrange your FREE consultancy session.
Consultancy sessions are one to one and take place every Tuesday and Thursday.