Rewards
Motivate team members through positive reinforcement.
Feedback for team members often comes from dissatisfied customers, leading to a demotivating environment and burnout. Our customer-driven rewards system motivates team members to build habits and skills for excellent customer support. This results in happier, engaged team members and lower attrition rates.
The Agent Connect rewards feature lets you choose the rewards available for team members, with customers recommending when rewards are deserved.
Considerations
Consider the following questions before you configure rewards:
What type of rewards do you want to be available to your team members?
Think about rewards that fit your brand and are aligned with your company culture.
What is your team's budget for rewards?
Think about how rewards will work financially for your team. With a higher budget, you might provide product-based rewards (such as gift cards and movie tickets) or experience-based rewards (such as a spa day or extra time off).
You can still reward team members when you have a smaller budget. In these situations, consider recognition-based rewards such as company-wide kudos or a mention in an all-hands meeting.
How many customer votes does an agent need to receive to earn a reward?
Agent Connect provides three sizes of rewards (small, medium, and large), each with their own reward options. If you want to customize your reward options, contact the Support team.
How many stars does an agent need to receive before the customer sees the option to recommend a reward?
You can choose either four or five stars as the trigger for a reward vote. While a four-star interaction might be fantastic, choosing five stars provides a very clear performance goal. Choose the option that works best for your team.
Configure rewards
Rewards are associated with a Star Rating question in a survey. For more information about configuring Star Rating questions, see Question types.
On the Settings page, select the "Rewards/Areas of Excellence" tile.
Open the Rewards tab.
A dialog opens, asking whether you want to use Snappy rewards or Agent Connect rewards.
To use Snappy rewards, click Connect to my Snappy Account, then enter your Snappy API Key and click Connect.
To use Agent Connect rewards, click Continue with Stella Rewards.
For each reward level (small, medium, and large), click the icon to select a reward, then click Save.
Important: Changing a reward resets votes for the reward size.To add a required threshold of customer votes before team members can receive rewards, change the Rewards Threshold property to "Yes", then enter the number of customer votes a team member needs to earn that reward.
Note:Thresholds are required for Snappy rewards.
If you begin using rewards without setting thresholds and you choose to enable thresholds at a later date, all current rewards progress is cleared and team members start at zero for each adjusted reward threshold.
For the Star Count, select the minimum number of stars a team member must receive before the survey respondent can recommend a reward.
If you are using Snappy, make sure the Connected to a Gifting Platform property is set to "Yes".
When you are ready to implement your rewards program, click Save.
Important: If you are already using AOE, clicking Save replaces AOE with rewards.
Integrate with Snappy rewards
An integration with a Snappy account allows you to use your Snappy campaign rewards in the Agent Connect rewards program. As agents earn rewards for providing outstanding customer experiences, and as managers mark those rewards as fulfilled, Agent Connect prompts Snappy to send agents their rewards.
Monitor reward progress
Team members can monitor their progress toward each reward at the top of the Stream.
Team leaders can monitor reward progress and fulfill rewards for team member in Rewards reports.
