"In the business environment today it is more important than ever for call centres to maximise the performance of their people" says Derrick Hardman, managing director of Edenred (Incentives & Motivation). "The best performing call centres now will be those that most successfully engage their employees to face up to the new challenges of the market." "The business climate has changed dramatically. In weather terms it is now cold and wet with gale force winds. To succeed now, call centres need their staff to be more committed and determined as well as more adaptable and united" Derrick Hardman continues. In order to maximise the potential of employees, managers need to ensure that all employees are fully engaged and committed to the organisation 100% of the time. If not, the consequences of inadequate employee engagement and motivation are wide-ranging and substantial.

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