What initiatives centered on the culture of the Alpharetta Call Center would you recommend and why?

Alpharetta Call Centre
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What initiatives centered on the culture of the Alpharetta Call Center would you recommend and why?
Verizon has one of the best working cultures in the industry, however the Alpharetta can benefit from a few initiatives to improve the services.
Pooling talents
For the company to maintain good business, it is crucial that the best talents in the centre are pooled and coached for growth. This way the staff can progress in their careers such as management. Otherwise these agents will start looking elsewhere for that growth in their career, they want.
Staff of the month
Acknowledging the efforts of the staff at the call centre would go along way in encouraging them to work even more diligently. This can be done by analyzing the toughest calls and the best solutions that have been offered by the corresponding agents. This kind of recognision will build on the agents’ confidence and enthusiasm towards providing customers with the best solutions.
Taming the targets
While it is advisable to have targets, too many of them will only stiffen the decision making of the agents. It is important to cull the targets and leave the most defining ones like customer advocacy or customer satisfaction.
Work and play
The call centre setting should be in a way that always the agents to learn as much as they can, while integrating it with fun moments. Call centers can be very tense and this can go on for long hours, weighing down on the agents productivity. It is therefore important that the work environment is enabling enough to maintain the energy in the staff.
Information access
For the agents to be most helpful to the customers, they need all the information they can get on the various issue raised by the customers. The speed at which the agents can access the information they need at short notice, will largely improve the responses that they give to the customers.
Pre-empting the dips
Call centre jobs are very sensitive with regard to the agen...