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Not just agents -- cutlure impacts all employees, in all arenas. Far too often underestimated in terms of employee satisfaction and motivation...
Motivation is a fire from within. If someone else tries to light that fire under you, chances are it will burn very briefly. - Stephen Covey
I do believe the environment in which we work plays a role in ones motivation. Every individual's personal attitude does however contribute to the culture and motivation as well.
I agree that motivation is intrinsic. Having been a call center agent, I can say that the culture plays a huge part in the life of a contact center agent. When they feel valued, their productivity increases. When they are trained on how the call center operates, it helps them understand the importance of things like adherence. When I know what's expected and why, I can perform to my best ability. Most agents want to do this. Remember, for every 1% increase in employee satisfaction, there's a 2% increase in customer satisfaction as well. It benefits everyone.
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