Edition 127 - May, 2007

MOTIVATING AGENTS THROUGH EVERY SHIFT
Sometimes it can be tough to keep on motivating agents and there is no secret formula. It’s a matter of doing the right things and doing them well – respecting people, listening, providing variety, being fair, providing reasonable surroundings and acknowledging a job well done.

FOR THE YOUNG, WHAT YOU LEARN IS CRITICAL
When young people join the workforce they often focus on doing well and getting promoted. However, in the longer term, what young employees learn in the early years is far more important. Rewards invariably follow where people become knowledgeable and show that they understand the issues, the industry and the business opportunities.

PROFILE: SAM Y T FOO, GLOBAL TELE SALES
GTS is an inbound call centre for a major European airline and Sam Foo has been with the company for 5-years.  The agents at GTS handle general reservation enquiries as well as support services for the airline’s loyalty program and network of international agencies. 

RESULTS RELEASED
According to the latest results from an International Workforce Survey more than one third of Australian workers avoid public transport.