Recorded Webinar: How to Turn Agents Into Super Agents

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In this webinar we look at how to turn agents into super agents.

Thursday 16th October 2014

There are a wide range of abilities in most contact centres. Some agents consistently answer more phone calls, have higher quality scores and are better at winning over and retaining customers.

So how can we turn ordinary advisors in to super advisors?

In this webinar we will be sharing tips and techniques to achieve just this.

And as it will be an interactive webinar you will also be able to participate in the discussion, share your tips and vote in our polls. We will also feature a live web chat in conjunction with the webinar, so that you can share your ideas.

Speakers
• Dougie Cameron – Addzest Consulting
• Richard Pinnington – Liveops
• Jonty Pearce – Call Centre Helper

Topics discussed
• Understanding why some advisors perform better
• Cloning best practice
• Exceeding customer expectations
• Developing good listening skills
• Building rapport
• The right tools for the advisor desktop
• Pivoting between channels
• Knowledge Management
• Top tips from the audience

Sponsored by LiveOps.

This webinar is held at 1.00pm UK time, 2pm in Paris and South Africa and 8am in New York.

Topics Discussed

  • Understanding why some advisors perform better
  • Cloning best practice
  • Exceeding customer expectations
  • Developing good listening skills
  • Building rapport
  • The right tools for the advisor desktop
  • Pivoting between channels
  • Knowledge Management
  • Top tips from the audience

Panellists

Dougie Cameron - Headshot
Dougie Cameron
Addzest Consulting

Richard Pinnington - Headshot
Richard Pinnington
Liveops

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Jo Robinson

Published On: 15th Oct 2014 - Last modified: 28th Feb 2023
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