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