Mistakes to avoid
Write an astonishment report

Don't forget to make the feedback process permanent, by processing surprise notes on a fixed date. The frequency with which you do this will ensure that your staff's efforts are taken into account. It's an excellent indicator of the quality of management in an organization.

Don't overlook the "sentinel" role that each of your employees can play. An employee who is motivated by the continuity of his or her work will be keen to feed back data which, when put together, will give meaning to the day-to-day actions of your agents and constitute the collective intelligence of your organization.