We have a remote, US-based customer service team and we're looking to refresh our bonus program to further reward high performers. I've gathered ideas from AI but as Steve suggested in his latest newsletter, hearing from real people is so valuable. We're a third-party administrator for group health plans. Calls are not sales based but rather providing information, answering simple to complex insurance questions, directing clients or facilitating the right next step etc. Calls are documented in a shared internal system, so it can be time-consuming. The quality (information accuracy, client understanding) of the call is highly important, and we want to avoid long wait times. We do not have a software prompt to have callers enter call satisfaction at the end of the call. All calls are recorded so there is monitoring and auditing in place. Typical reporting you'd expect is available and used (number of calls, not ready time, etc.) If anyone is willing to share their incentive program, my email is jevans@medben.com. Thank you!