| In the constantly changing world of Call | | | | opportunity to ask the question or |
| Centers, asking agents to adapt to ever | | | | giving them examples of the WIIFM can |
| increasing demands, responsibilities and | | | | make accepting change, or receiving |
| performance can be a challenge to even | | | | coaching easier.Actually, WIIFM is just |
| the most involved of managers. Being | | | | another way to motivate your people that |
| able to create buy in is always | | | | may or may not consist of monetary |
| challenging, but if you can answer the | | | | goals. Not everyone in your employment |
| WIIFM question you will be ahead of the | | | | is motivated by more money, or it may |
| game.While some people may think that | | | | not be their primary motivator. For |
| the WIIFM question is selfish and self | | | | example, I am completely motivated by |
| serving, I want to challenge that | | | | praise. I can go a long way on an "atta |
| notion. Very few of us are willing to | | | | girl". If you get specific about why |
| be completely altruistic in our daily | | | | and where you think I am doing a good |
| endeavors. We hold down jobs and invest | | | | job, I will double my efforts to be |
| in careers for diverse reasons but the | | | | valued, appreciated and praised. I will |
| bottom line is that the work we do | | | | even ask for praise when I need it. |
| provides us the means to live the way we | | | | However, when I work in a situation |
| choose. When we can no longer see the | | | | where I don't feel valued or |
| WIIFM because we are bogged down in the | | | | appreciated, all the money in the bank |
| challenges of our daily tasks, we no | | | | won't keep me satisfied. Do you know |
| longer feel compelled to perform those | | | | what motivates your employees to |
| tasks.So, let me ask you a few | | | | perform? Can your employees answer that |
| questions. Why do you work? Is the | | | | question for you?When your employees see |
| work you do important to you or is it | | | | the WIIFM they can make informed |
| just the means to a different end? Do | | | | decisions about their contributions. It |
| your goals include continuing to do the | | | | provides focus and can create target |
| job you are currently in or do you | | | | goals to strive for. Answering the |
| intend to make a career change? How | | | | WIIFM question can alleviate fears and |
| does the job you're performing now fit | | | | frustration, help employees navigate |
| into your goals? In other words "What's | | | | change and even provide a reason to |
| in it for you?"Now that you have thought | | | | excel. If you could help every employee |
| about your WIIFM answers how can you | | | | ask and answer the "what's in it for |
| provide the WIIFM for the people that | | | | me?" question would it make your job |
| work for you? I know that in a busy | | | | easier? Would it give you the tools you |
| Call Center getting to know every | | | | needed to provide better motivational |
| employee's hopes and aspirations can be | | | | messages, contests, and benefits? Could |
| difficult at best. However, giving them | | | | helping your employees understand |
| the tools to ask and answer their own | | | | "what's in it for me" improve |
| WIIFM questions can lead to a happier | | | | productivity, retention, or employee |
| and more productive agent. When | | | | satisfaction? WIIFM can work for you; |
| discussing new policies, coaching for | | | | all you have to do is ask the right |
| better performance, or talking about the | | | | questions.Carole Sue Jones is a |
| direction of the organization...keep in | | | | contributing writer for Interactive |
| mind "what is in it for me (them)." | | | | Quality Solutions. She is a training |
| They may not know the answer or they may | | | | professional and instructional designer |
| not be able to see it during the | | | | focused on management development. |
| discussions. Giving them the | | | | |