The “Incentive Planning Guide” was written by Mary Paige Forrester, an expert in the field of contact centers. This guide began as an effort for employee retention and morale improvement in a private sector company facing high turnover and poor morale. It was later adapted for a state contact center into a fully self-funded employee incentive program to provide rewards and recognition. Since its original conception, it has been modified for public and private sector use in numerous contact center industries and environments. The author encourages you to use it as a starting point and adapt the program to suit the unique and individual needs of your contact center.

http://www.snowfly.com/Blog/post/2012/02/04/A-Contact-Center-Employee-Incentives-Planning-Guide.aspx