Ask the Expert - How to Really Empower your Agents

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It is generally recognised that empowered agents provide higher levels of customer satisfaction. In this webinar we ask our panel for their advice on the best ways to introduce and maintain agent empowerment – from measurement to ownership, and from technology to shift patterns. 12th May 2016 @ 1.00pm UK time. In our Ask the Expert webinars you have the opportunity to ask questions in advance or on the day. You are more likely to get your question answered if you ask it in advance - please email Rachael on webinars@callcentrehelper.com And being an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Panellists
  • Carolyn Blunt, Real Results Training
  • Emma Bridger – People Lab
  • David Evans – Business Systems
  • Jonty Pearce – Call Centre Helper
Topics to be discussed
  • The best ways to empower agents
  • How much money should an agent be allowed to compensate a customer without asking for approval
  • The best and worse measurements to use with empower agents
  • How to measure agent empowerment
  • Quality monitoring and agent empowerment
  • Fixing broken processes
  • Taking ownership for problems
  • Allowing agents to pick or change their own shifts
  • Top tips from the audience
Panellists
Carolyn Blunt - headshot
Carolyn Blunt
Ember Real Results
Emma Bridger - headshot
Emma Bridger
People Lab
David Evans - headshot
David Evans
Business Systems
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • The best ways to empower agents
  • How much money should an agent be allowed to compensate a customer without asking for approval
  • The best and worse measurements to use with empower agents
  • How to measure agent empowerment
  • Quality monitoring and agent empowerment
  • Fixing broken processes
  • Taking ownership for problems
  • Allowing agents to pick or change their own shifts
  • Top tips from the audience