NobelBiz® Blog | First Contact Podcast VIDEO | Building Skills through Different Types of Recognitionhttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Director of Sales at NobelBIz Celebrating important milestones, rewarding behaviors and recognizing success makes all the difference when bringing people on board, connecting them with the organization and positively impacting those around. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/04/Website-roundPic-Tamer.png Guest Michael Tamer CEO at Proponisi Published on April 21, 2022 Building Skills Through Different Types of Recognition Anticipating, recognizing and meeting your agents' needs is now more important than ever. Not everyone is motivated in the same way, so understanding what's going to work to motivate your agents to succeed is crucial for maximizing the performance of your call center. By designing new, fun, innovative recognition programs and providing the necessary tools for proper training, you will allow them to grow as individuals. First, you have to better understand how your agents want to be recognized and what’s important to them as individuals, and personalize your program accordingly. PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzFPMHBKZnlhTVlHcEtIbEppN3BsZ3g/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPg Michael: And then we need to begin to train them and get them up to speed and give them the skills and tools necessary. And then reinforce those, encourage those, continue to train them, continue to coach them and coach them to being successful. Right. Getting them to repeat the same things over and over again that they do well. And if I can get somebody up and running, there's a whole thing on reinforcement, right? On how do you reinforce, reinforce somebody? Right. So, I wanna reinforce people. I want it to be, you know, there's two, there's three types of reinforcement, right? There's positive and negative reinforcement. Right? Those are pretty simple. Right. There's immediate or in the future, and then there's certain or uncertain, right? So most contact centers, you know, have positive, Hey, listen, we're gonna offer a contest. And then this content is going to come up after, you know, 45 days. So that's positive. But it's in the future and listen, the winners are gonna get their names, put in a hat and somebody is going to get to go to TGI Fridays or to six flags. Well, that's positive, it's in the future, but it's uncertain. The reinforcement we need to have is positive, immediate, and certain, we need everybody to win. And so we've got tools around gamification and reward and recognition and badges and things that allow people to, to see success in leaderboards to see the success, the way they want to see the success. Right? So you may be the kind of person that wants everybody to know you were successful. Somebody else may not want anybody to know. So we've got to be got to recognize how people accept recognition. But the other thing we have to do is we also have to tell them that they're an expert. So, so we give them levels that they build up to. So now all of a sudden I'm a green belt or a black belt in empathy or listening skills or, uh, You know, some sort of shipping or some sort of product knowledge. And so all of a sudden now I'm, I'm ready and seen as somebody who's not only answering the phone every day, but I'm building skills. The organization recognizes that I'm building skills and building tools, and I've achieved goals, and I'm working through things. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!