A leading network security company sought to come up with an effective incentive compensation plan for the company's global service and support organization. The goal was to incent agents who attained excellence on a regular basis – a fundamental shift from their past program which focused on monitoring and preventing poor performance.
As part of this company's focus on the customer experience, the global service and support organization has made a fundamental shift in how they view customer feedback. They decided they wanted to reward excellence and incent the agents who can achieve that on a regular basis. They initiated an incentive compensation program that encourages associates to strive for excellence.