get to know your employees. Treat them better if you want your customers to be happy.
Give employees the pay that they deserve. It was insulting when we were all called into a meeting room for an announcement that we were getting less pay and had to work extra hard for "commission". Modify action plans or get rid of them: Customer Contact Agents who go through a slump don't need an action plan because it doesn't make their performance better it just stresses them out more. Supervisors need to relax and let the Customer Contact Agents do their job. I normally do well with getting sales but one of the Supervisors there was hard on me for not getting sales and would send me a note with an angry tone telling me to go home. Another female Supervisor was also hard on me when I didn't get sales and would humiliate me in front of other team members for it. They need to stop that because it doesn't help employees it hinders them by stressing them out. I had to talk with another Supervisor about this problem. One of the reasons why I quit working at Optima is because of that particular female Supervisor.