Performance Feedback

Imagine that you are a supervisor monitoring customer calls. You observe an agent who has done an exemplary job assisting the customer. Why not send them an immediate “Reward” marble with a brief note to recognize a job well done? Or, if you observed an interaction that needs improvement, send the agent a “Demerit” citing the necessary corrections. Specific, immediate feedback. You can even assign +/- point values to the messages. Agents can track their Incentive Balance on Concourse’s scoreboard, and trade-in their chips for incentive awards. Be creative.