Webinar Replay: Ways to Empower Contact Centre Advisors

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It’s a difficult time for contact centre advisors.

Your team need support, not only to improve their well-being, but to help them stay motivated to assist customers, who may be feeling negative emotions.

In this webinar we will share lots of new ideas for how you can help to inspire advisors to improve their performance in our new reality and keep them happy.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Nerys Corfield, Injection Consulting
 Nerys Corfield slides from empowerment webinar Click here to view the slides
  • Frank Sherlock, CallMiner
 Frank Sherlock slides from empowerment webinar Click here to view the slides
  • Benedita Miranda, Sitel Group
 Benedita Miranda slides from empowerment webinar Click here to view the slides
Nerys Corfield - headshot
Nerys Corfield
Injection Consulting
Benedita Miranda - headshot
Benedita Miranda
Sitel Group
Frank Sherlock - headshot
Frank Sherlock
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
What You Will Learn
  • Where might advisor performance be slipping?
  • New ways to improve advisor performance
  • How you can monitor and enhance employee wellbeing
  • Fun ways to keep your team motivated
  • How to emotionally engage with advisors
  • Top tips from the audience
  • Winning tip – "We have created Virtual lunch Hall via teams - to simulate the canteen or breakout area. It is an area you can log in whilst having your break etc. It encourages the social interaction" thanks to Nikki11
Original Webinar date: 18th March 2021

Webinar Timeline

0:11: Introductions – Rachael Trickey, Call Centre Helper
3:48: Nerys Corfield, Injection Consulting Presentation
8:42: Poll with results from the audience. Asking "When did Your Company Last Change the Questions on Your Quality Scorecard?"
16:18: Take-aways from Nerys's presentation
17:18: Top Tips, Opinions and Questions from the audience
23:32: Frank Sherlock, CallMiner Presentation
38:09: Take-aways from Frank's presentation
39:21: Quiz
43:45: Benedita Miranda, Sitel Group Presentation
53:49: Take-aways from Benedita's presentation
54:02: Top Tips, Opinions and Questions from the audience
1:00:14: Winning Tip

Speaker Biographies

Nerys Corfield | Injection Consulting

Before setting up her consultancy Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen (3 years), Vodafone (5 years), British Gas (2 years), the National Apprenticeship Service (7 years) and Sky (6 years).

Since setting up Injection Consulting Nerys has immersed herself into the contact centre technology space and is an advisor, a consultant for and an assessor of vendor technologies.

This 6 year immersion into the world of contact centre technology has existed as the backdrop to carrying out regular Contact Centre audits; Transformation programmes; Judging prestigious awards like the European Contact Centre and Customer Service Awards; Chairing the DMA Contact Centre Council for 3 years and being a regular on the webinar, keynote and podcast circuit talking all things Contact Centre.

Connect with Nerys on Social Media: Linkedin

Benedita Miranda | Sitel

Connect with Benedita on Social Media: Linkedin

Frank Sherlock | CallMiner

Responsible for the International growth strategy and strategy execution for the Callminer's leading Speech and Text Analytics solution into International markets

Connect with Frank on Social Media: Linkedin | Twitter