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It's easy for call center agents to worry that your company is becoming "big brother" with the various monitoring and reporting tools available through call center software. Make sure to squash those potential fears immediately. Instead of letting employees worry about poor call handling or weak sales figures, turn the situation around by encouraging agents to use the software as a motivational tool.

When you're considering a large purchase like this, start by getting input from everyone who will be impacted by the decision. Everybody that will use, manage, or maintain the system should be in the loop. Make sure to ask agents what software features would make their jobs easier and more organized to stimulate productivity. If you involve everyone in a critical decision like this, it will let them know that their roles are important and allow them to sculpt their career futures.

One of the key motivational factors of having call center software in place is that the agents have the performance metrics in front of them. By knowing what their goals are, agents can challenge themselves to meet - and hopefully exceed - expectations before management tells them to. This helps to increase their value to the organization.

This technology will also create better relationships between the agents and your customers. If a skilled agent works exclusively with clients in his area of expertise, he'll likely enjoy talking about the subject and develop several creative solutions to common problems.

Call center software implementation can also motivate employees because it increases the agents' knowledge of different types of software and customer management applications. It's valuable to learn these skills and their value to the company grows since they can share the knowledge with other employees down the line.

Teamwork is an important component to a company's growth, but a little friendly competition between co-workers can go a long way. One of the great benefits of the reporting capabilities of call center software is being able to show in detail who the top agents are and who needs work. Rather than keep this information between you and your agents, share who's doing the best work and acknowledge that person. It should encourage others in the department to strive for similar or better achievements resulting in the most productive call center environment.

Give your staff incentives for exceeding specific goals. While you want to establish levers they need to meet for business goals, don't shy away from giving them a little something extra if they have a very good month, or several consecutive months of steady growth. And we're not talking about a new Lexus or a plasma TV here (although that's always nice!) It could be a token acknowledgement such as a small cash bonus, a free lunch, or even a simple company-wide thank you email that graciously applauds the work they have done for everyone to see.