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OnDemand Webinar

Top Motivators for Customer Service Professionals

If your customer service associates aren't happy, your customers won't be happy. With customer satisfaction highly dependent 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 OnDemand Webinar introduces several different motivational theories and presents dozens of ideas and case studies about what's working well in today's best-of-class organizations to keep the staff motivated and happy. You will 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.

You will learn to outline the seven main categories and techniques for motivating individuals in the workplace; identify supervisory strategies for providing guidance and support; describe the principles of an effective reward and recognition system; identify the important factors in implementing a new motivational program or contest; and describe the implications of using individual versus team rewards.


Runtime: 79 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Myths and Truths About Motivation

The Psychology of Motivation

  • Maslow
  • New Schools of Thought

Guidance and Support Strategies

  • Techniques From Effective Leaders
  • Mentoring Programs and Practices

Recognition and Rewards

  • Principles of Recognition
  • Common Recognition Mistakes
  • New Thoughts of Rewards That Work

Motivating in a Team Environment

  • Building a Successful Team Environment
  • Team De-Motivators

Learning and Development as Motivators

  • Continuous Learning
  • Keeping up With Growth

Having Fun in the Workplace

  • Games
  • Activities
  • Competitions
  • Lots of Sample Ideas That Work
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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Penny Reynolds

Penny Reynolds

The Call Center School, A Division of Injixo, Inc

  • Co-founded The Call Center School where she headed up curriculum development and was responsible for the creation and delivery of more than fifty different educational programs in all aspects of call center operations and performance
  • Has spent more than thirty years in the call center and telecommunications industry, and is known as an industry expert on topics such as workforce management, application of call center technologies, call center operations and performance management
  • A widely sought out speaker at industry conferences and association meetings; regularly delivers conference keynotes and also delivers in-depth conference workshops on a variety of topics related to call center performance optimization
  • Writes frequently for industry publications and serves on the Editorial Board of several call center journals and publications
  • Wrote several call center management books, including Workforce Management Essentials: Principles and Programs for Call Center Staffing, Call Center Supervision: The Practical Guide to Managing Frontline Staff, Call Center Staffing: The Complete Guide to Workforce Management, Power Phrasing, and The Power of One; she has also co-wrote several other books with Maggie Klenke, including Business School Essentials for Call Center Leaders, Strategies for Managing Call Center Personnel, and Call Center Operations Management
  • Graduate, with honors, Vanderbilt University where she was one of the initial recipients of the prestigious Call Center Pioneer Award
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 390721
Published 2012
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