get people to want to do: WHAT YOU WANT THEM TO DO.

An interview with Mary Murcott, president of Performance Transformations company in the U.S. When asked about the most typical incentives that call center managers are offering to agents, she refers to contest-type incentives and long-term incentive programs. Murcott cites that she has tried to employ points-based incentive programs to indexed programs as an alternative approach in offering incentives to agents. She explains the effects of alternative approaches in terms of performances. INSET: Aflac's Approach to Incentives.